Job DescriptionServicing Operations Manager - Retail Retirement Servicing As the Servicing Operations Manager for the Retirement Services team, you will lead the daily operations of a team of 12-15 colleagues within Consumer Deposits and Loan Servicing. This role is responsible for overseeing end-to-end activities for IRAs (Individual Retirement Accounts) including account opening, contributions, withdrawals, beneficiary accounts, and IRS and state tax withholding.
You will drive execution of business plans, operational policies, procedures, and systems that support the department's strategic objectives, while ensuring adherence to regulatory requirements and internal controls. This role requires strong cross-functional leadership, effective communication, and a data-driven approach to managing performance, capacity, and continuous improvement.
A critical component of this role includes oversight of Customer and Colleague support phone calls and chat support. This includes partnering with Branch, Contact Center colleagues and Customers to identify, research, and resolve questions and account maintenance.
Primary Responsibilities:- Leadership:
Manage day-to-day business unit operations by fostering an inclusive and engaging team environment. Set clear expectations and drive colleague performance through consistent coaching, development, and feedback to maximize individual and team effectiveness. - Risk Management:
Maintain a strong and balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures, ensuring consistency, accountability, and effectiveness. Identify and escalate risks or control gaps as appropriate. - Customer Focus:
Champion fair customer outcomes through the prompt identification, escalation, and resolution of issues. Drive process improvements that enhance the customer experience while improving operational efficiency and quality. - Expense & Capacity Management:
Manage workflow and staffing to ensure daily operational targets are met within standard business hours, minimizing overtime. Monitor volumes, productivity, and SLAs to optimize resource allocation and mitigate operational risk. - Data-Driven Decision Making:
Leverage data and performance metrics to manage team output, inform capacity planning, and support continuous improvement initiatives. Use insights to validate process enhancements and drive measurable results. - Project Management:
Support and lead initiatives impacting the IRA servicing function, including process enhancements, system implementations, and vendor integrations, ensuring successful execution and alignment with business objectives.
Qualifications, Education, Certifications and/or Other Professional Credentials- Preferred Qualifications
- 2+ years of leadership or people management experience, with demonstrated ability to coach, develop, and lead high-performing teams.
- Strong knowledge of deposit accounts, specifically experience with IRAs.
- Familiarity with regulatory and compliance frameworks impacting servicing (e.g., state tax requirements, consumer protection expectations).
- Proven ability to manage operational risk and maintain a strong control environment.
- Strong analytical skills with experience using data to drive decision-making, improve performance, and support capacity planning.
- Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multiple teams and external partners.
Hours & Work Schedule- Hours per Week: 40
- Work Schedule: Monday-Friday 8a-5p, 4 days onsite in either the Medford, MA or Johnston, RI location and 1 remote day
