What are the responsibilities and job description for the Servicing Ops Manager - Deposit Intake position at Citizens?
Description
Servicing Operations Manager – Deposit Intake
As Servicing Operations Manager for Deposit Intake, you will lead 8–10 Transaction Processing colleagues and oversee daily, end-to-end deposit processing.
You will implement plans, policies, procedures, and systems that advance departmental goals while ensuring regulatory compliance and effective internal controls. This role requires strong cross-functional leadership, clear communication, and data-driven management of performance, capacity, and continuous improvement. You will also oversee second-shift colleagues.
A key responsibility is managing time-sensitive exception queues and ensuring all deadlines are met.
Primary Responsibilities
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
Servicing Operations Manager – Deposit Intake
As Servicing Operations Manager for Deposit Intake, you will lead 8–10 Transaction Processing colleagues and oversee daily, end-to-end deposit processing.
You will implement plans, policies, procedures, and systems that advance departmental goals while ensuring regulatory compliance and effective internal controls. This role requires strong cross-functional leadership, clear communication, and data-driven management of performance, capacity, and continuous improvement. You will also oversee second-shift colleagues.
A key responsibility is managing time-sensitive exception queues and ensuring all deadlines are met.
Primary Responsibilities
- Leadership: Lead daily operations while fostering an inclusive, engaged team environment. Set clear expectations and strengthen individual and team performance through consistent coaching, development, and feedback.
- Risk Management: Maintain a balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures consistently and effectively, escalating risks or control gaps when appropriate.
- Customer Focus: Promote fair customer outcomes by promptly identifying, escalating, and resolving issues. Lead process improvements that enhance customer experience, operational efficiency, and quality.
- Expense & Capacity Management: Manage workflow and staffing to meet daily targets within standard business hours while minimizing overtime. Monitor volumes, productivity, and service-level agreements to optimize resources and reduce operational risk.
- Data-Driven Decision Making: Use performance data to manage team output, guide capacity planning, and support continuous improvement. Apply insights to validate process enhancements and deliver measurable results.
- Project Management: Lead and support initiatives affecting the collateral servicing function, including process improvements, system implementations, and vendor integrations, to ensure successful delivery and alignment with business goals.
- Preferred Qualifications
- Two or more years of leadership or people-management experience, with a demonstrated ability to coach, develop, and lead high-performing teams.
- Strong knowledge of transaction and check processing.
- Experience managing exception workflows.
- Strong analytical skills and experience using data to guide decisions, improve performance, and support capacity planning.
- Excellent communication and stakeholder-management skills, with the ability to collaborate effectively across teams and with external partners.
- Hours per Week: 40
- Work Schedule: Monday–Friday, 8:30 a.m.–5:00 p.m. This position requires working four days per week in the Johnston RI office (one day from home).
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