Business Support Manager II

Citizens Financial   •  

Johnston, RI

Industry: Accounting, Finance & Insurance


11 - 15 years

Posted 54 days ago


Commercial Loan Operations Corporate Banking Chief of Staff Corporate Banking Loan Closing & Servicing Business Support Professional

Experienced professional with extensive operations experience that supports key and highly complex operational functions within Commercial Loan Operations. This role will be a strategic individual contributor with direct responsibility to the Corporate Banking Loan Ops Mgr (SVP). This individual will help develop programs or processes that support the enforcement of risk mitigation controls, maintain a high level of data stewardship, adhere to Bank policies, procedures and regulatory requirements, while ensuring exceptional service to commercial and corporate banking clients. Subject matter expertise in commercial lending practices, credit policy, regulations, accounting principles, loan terms and conditions, including credit agreements, notes, guarantees, and collateral is required, specifically in the loan closing and servicing activities. Independently executes work with limited direction. They influence change and make significant contributions to broader team & corporate initiatives. This role is effectively a Chief of Staff to the CLO Corporate Banking Mgr. which supports the coverage model for Middle Mkt, Corporate, FX and other complex loan closing & servicing teams. This senior role will work very closely with and act as the alternate for all meetings and for senior/executive communications as well as a proxy for the Corporate Banking Loan Ops Mgr. as/when needed. Additionally it is critical that the role holder have the ability not only to follow up on all clear directed CLO detail talks but those that are not necessarily clear. Colleagues performing this role may be located in multiple state/bank locations. Minimal travel may be required. Will interact and facilitate with a staff of approx. 40 junior/senior level Loan Operations Colleagues across all of CLO and Commercial Banking.



Builds a climate of continuous improvement into business plans and projects to ensure all corporate and business objectives and deliverables are met. Responsible for gathering, evaluating and distributing pertinent project information to senior or executive management to support rapid decision making. Continuously reviews delivery channels to ensure information and progress is cascaded to project stakeholders in a timely manner. Establishes a climate that values innovative thinking and utilizes techniques that require people to look at issues, problems and situations from different perspectives.

People Management:

Translates overall people strategy into direct action for the function. Inspires individuals and the team to take ownership of business goals. Generates a climate of confidence in the success of the business. Encourages a culture that values diversity, promotes feedback, supports continuous professional development and recognizes the value of lessons learned. Ability to interact effectively and drive effective change within the team and broader CLO and cross-functional teams. Should act as sounding board for key talent initiatives and staff decisions.

Stakeholder Management:

Creates feedback mechanisms to improve customer & colleague satisfaction and risk management. Establishes a collaborative environment with business line partners that promotes a continuous dialogue and facilitates departmental and corporate initiatives. Influences decision makers by persuasively presenting thoughts and ideas to gain commitment and agreement on proposed solutions.

Customer Expectations:

Establishes strategic direction and plan to ensure that all customer expectations are met with quality and within appropriate service levels. Provides directional guidance to teams to resolve complex customer issues. Possesses extensive knowledge of commercial lending products, market verticals, credit and operational risk. Acts from an awareness of the diversity of the needs and preferences of customers, colleagues and business partners.

Data & Analytics:

Responsible for development and syndication of management information feeds and key performance indicators for use by management and stakeholders. Create and manage an inventory of data driven efficiency initiatives that create meaningful benefits for the business. Should be able to clearly articulate the long term vision of these initiatives as well as the tactical routes to achieving them at all levels of the organization.

Risk & Control:

Creates a risk & control framework that ensures adherence to regulatory (federal and state) as well as corporate policy requirements for commercial lending, credit risk and operational risk. Develops procedural controls to ensure team maintains a high level of data quality and a state of internal and external audit readiness. Develops activities that ensure that key performance indicators and service levels are met. Empowers team to manage issues that present unnecessary risk to customers and the bank and initiate corrective action for identified inaccuracies or exceptions.


  • Minimum 10 years Commercial Banking/Operations Experience
  • Experience in Operational Risk or Audit background preferred
  • Lean Six Sigma Experience Preferred
  • Project Management certification preferred



BS Degree, minimum. Master’s Degree Preferred

Hours and work schedule:

Hours: 40

Schedule: 8am - 5pm Monday - Friday

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.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Job ID/ Req. Number1811094-1