Servicing Ops Manager - Deposit Intake

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-enddepositprocessing.

You will implement plans, policies, procedures, and systems that advance departmental goals while ensuring regulatory compliance andeffectiveinternal 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.

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.

Maintain a balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures consistently and effectively, escalating risks or control gapswhen appropriate.

Promote fair customer outcomes by promptly identifying, escalating, and resolving issues.

Lead process improvements that enhance customer experience, operational efficiency, and quality.

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.

Use performance data to manage team output, guide capacity planning, and support continuous improvement. Apply insights to validate process enhancements and deliver measurable results.

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.

• Two or more years of leadership or people-management experience, withademonstrated ability to coach, develop, and lead high-performing teams.
• Strong knowledge of transaction and check processing.
• Experience managing exception workflows.
• Strong analytical skillsandexperience using data toguide decisions, improve performance, and support capacity planning.
• Excellent communication and stakeholder-management skills, with the ability to collaborate effectively across teams andwithexternal partners.

Work Schedule:

Monday–Friday, 8:30 a.m.–5:00 p.m. This position requires working four daysper weekinthe Johnston RIoffice (one day from home).

• Customer Service
• Fostering Inclusion
• Industry Insight
• Motivating Others
• Operational Excellence
• Persistence and Tenacity

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…