What are the responsibilities and job description for the Servicing Operations Senior Manager position at Citizens?
Description
About Us: Estate Servicing is dedicated to delivering exceptional customer experiences in a moment that matters for families and decedent representatives. We are looking for a dynamic leader who is skilled at navigating change and inspiring teams through periods of transformation. The ideal candidate will have a track record of leveraging operational expertise to support the expansion of products and services, with a keen focus on quality and customer outcomes. This role demands a strategic mindset, excellent communication skills, and a collaborative approach to driving initiatives across the organization.
As an Operations Senior Manager, you will play a pivotal role in driving operational excellence and ensuring our customers are at the heart of everything we do. You will be responsible for leading cross-functional initiatives, optimizing processes, and implementing strategic changes to enhance the experience for every family member and representative we support.
Key Responsibilities
Customer Obsession: Champion a customer-centric culture, ensuring that customer satisfaction and experience are prioritized in all operational decisions.
Business Transformation: Lead and manage business transformation projects, identifying opportunities for improvement and implementing innovative solutions to drive efficiency and growth.
Cross-Functional Leadership: Collaborate with various departments to lead cross-functional initiatives, fostering teamwork and ensuring alignment with company goals.
Process Optimization: Analyze and optimize operational processes to improve efficiency by reducing the touchpoints, shifting to single point of resolution, and enhance overall performance.
Performance Management: Define, monitor and evaluate key performance indicators (KPIs) to ensure goals are met and exceeded.
Team Development: Mentor and develop team members, fostering a culture of continuous improvement and professional growth.
Qualifications
Proven leadership experience in managing large teams and driving strategic initiatives.
Strong ability to use data to make decisions and identify trends.
The ideal candidate will develop and implement strategic methodologies to optimize detection workflow, transform business and customer experiences, manage multiple projects and reduce customer friction points in the process. Additionally, this role will play a crucial part in strategically designing how we achieve or exceed SLAs. This role reports directly to the Head of Specialized Servicing and offers an exciting opportunity to make a significant impact on our Deposit and Loan Operations teams.
Additional Skills
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
About Us: Estate Servicing is dedicated to delivering exceptional customer experiences in a moment that matters for families and decedent representatives. We are looking for a dynamic leader who is skilled at navigating change and inspiring teams through periods of transformation. The ideal candidate will have a track record of leveraging operational expertise to support the expansion of products and services, with a keen focus on quality and customer outcomes. This role demands a strategic mindset, excellent communication skills, and a collaborative approach to driving initiatives across the organization.
As an Operations Senior Manager, you will play a pivotal role in driving operational excellence and ensuring our customers are at the heart of everything we do. You will be responsible for leading cross-functional initiatives, optimizing processes, and implementing strategic changes to enhance the experience for every family member and representative we support.
Key Responsibilities
Customer Obsession: Champion a customer-centric culture, ensuring that customer satisfaction and experience are prioritized in all operational decisions.
Business Transformation: Lead and manage business transformation projects, identifying opportunities for improvement and implementing innovative solutions to drive efficiency and growth.
Cross-Functional Leadership: Collaborate with various departments to lead cross-functional initiatives, fostering teamwork and ensuring alignment with company goals.
Process Optimization: Analyze and optimize operational processes to improve efficiency by reducing the touchpoints, shifting to single point of resolution, and enhance overall performance.
Performance Management: Define, monitor and evaluate key performance indicators (KPIs) to ensure goals are met and exceeded.
Team Development: Mentor and develop team members, fostering a culture of continuous improvement and professional growth.
Qualifications
Proven leadership experience in managing large teams and driving strategic initiatives.
Strong ability to use data to make decisions and identify trends.
The ideal candidate will develop and implement strategic methodologies to optimize detection workflow, transform business and customer experiences, manage multiple projects and reduce customer friction points in the process. Additionally, this role will play a crucial part in strategically designing how we achieve or exceed SLAs. This role reports directly to the Head of Specialized Servicing and offers an exciting opportunity to make a significant impact on our Deposit and Loan Operations teams.
Additional Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making abilities.
- Ability to work in a fast-paced and dynamic environment.
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
