Description Do you have a passion to lead? Growth and improvement are at the heart of this leadership role! A Servicing Leader motivates their teams to perform at the highest of levels, deliver quality results, drive efficiency. They promote creativity, drive innovation, and own customer experience and process improvement with the support of the Citizens Consumer Ops Family! As the Servicing Operations Manager in Retirement Services, you will report to the head of Specialized Servicing within Consumer Deposits and Loan Servicing (CDLS). You will oversee a team of 10-12 colleagues who are tasked with delivering an exceptional customer experience by actively listening to customer needs, ensuring every interaction reflects our commitment to excellent. The team responds to phone calls and Teams Chats received from internal business areas and from customers. Responsibilities include but is not limited to overseeing the management of account research and maintenance tasks, and ensuring timely and accurate processing of these items in addition to understanding and complying with all regulatory requirements that impact your work including state and federal laws. Lead daily huddles, coaching and problem-solving sessions. Facilitate cross functional meetings regularly and to lead in a fast-paced environment with confidence and professional maturity. Service leaders will be expected to take ownership of escalations, ensure swift resolutions, pinpointing root causes for future risk avoidance. Joining operations with leadership experience is valuable, the ability to gain leadership experience and grow is invaluable. Primary Responsibilities Include + Leadership: Manage the day-to-day business unit activity and team by demonstrating leadership skills that engage colleagues and encourage them to maximize their performance and work satisfaction by communicating job expectations, consistent coaching, development and feedback. + Risk Management: Ensure a balanced and effective control environment and alignment of risk management practices with regulatory expectations to ensure consistency, accountability and effectiveness. Create, review, and execute policies and procedures. Escalate concerns when appropriate. + Customer Focus: Support fair outcomes for customers and prompt identification, reporting, and remediation of issues. Ability to drive continuous improvement while keeping the customer at the heart of everything we do, promoting the team’s organization and skills, performance management, mindsets and behaviors of the staff, and process efficiency and quality. The manager must be able to be a change agent for the organization and colleagues. + Expense Management: Prioritize workflow in order to complete daily functions within the business day to prevent the need for overtime. Proactively manage operational risk to mitigate losses. + Project Management: Support projects impacting the business unit. What You'll Bring to the Team • Ability to cascade key communications. • Confidence to take charge during volume surges and complex escalations. • Be a catalyst for change: ability to think outside the cubical. • Ability to construct and implement of new, efficient processes. • Influence peers and senior leaders to drive change. • Raise questions or concerns when faced with adversities. • Capability to coach and oversee others to foster independence. • Self-empowerment through feedback; role model positivity. • Fostering team trust and credibility. • Create an environment of diverse thought. • Be open to all possible outcomes, using a data-driven mindset. Qualifications, Education, Certifications and/or Other Professional Credentials • Bachelor’s degree preferred • 10 years of experience with Retirement products encouraged • Strong knowledge of capacity management • Strong verbal and written communication • Strong focus on continuous improvement • Strong collaboration skills and ability to influence across the organization Hours & Work Schedule • Hours per Week: 40 hours • Work Schedule: 8:30am-5pm, Monday- Friday, hybrid 4 days onsite, 1 day remote 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), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders. 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 Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.