Business Support Manager I- Private Wealth

Citizens Bank•Johnston, RI

13h

About The Position

The Business Support Manager I supports Private Wealth operations by owning intake discipline, procedural documentation, and operational control execution for business support requests, process changes, and compliance inquiries. This role is intentionally control‑focused. The analyst ensures that requests are appropriately assessed, clearly documented, formally approved, consistently executed, and fully evidenced in accordance with established procedures. Emphasis is placed on clear operating procedures, approval traceability, evidence retention, and operational consistency, rather than solution design, system configuration, or data analysis. The role is hands‑on and execution‑oriented. The analyst performs structured intake, documents business rationale and procedural requirements, drafts and maintains operating procedures and job aids, retains control evidence, and supports audit and regulatory responses. Work is performed under established standards with defined escalation and senior‑level review for changes, decisions, and higher‑risk activities.

Requirements

2+ years of experience in front line or operational support, process governance, or control-oriented roles within a regulated or risk‑aware environment.
Strong procedure writing and documentation skills, with the ability to clearly articulate what is done, why it is done, and how it is governed.
High attention to detail and consistency in executing repeatable, well‑controlled processes.
Demonstrated ability to manage multiple requests while maintaining intake discipline and documentation standards.
Clear, professional written communication skills suited for procedures, approvals, and audit evidence.
Bachelor’s degree or equivalent experience.

Nice To Haves

Experience supporting operational change governance or procedural oversight.
Exposure to audit, compliance, or risk management activities.
Comfort operating within defined approval hierarchies and escalation frameworks.
Demonstrated past job stability

Responsibilities

Serve as the first line of intake control for application and operational change requests.
Assess incoming requests to confirm: Clear business purpose, Appropriate urgency and impact.
Document request rationale, scope, and constraints in a standardized format and obtain required approvals on drafts before work proceeds.
Produce clear, procedural documentation including: Business requirements, Process flows or step descriptions, Assumptions and dependencies.
Ensure all changes have documented approvals, defined success criteria, and traceable ownership.
Draft, revise, and maintain standard operating procedures (SOPs), process narratives, and job aids in partnership with process owners that clearly describe: What activities are performed, Who performs them, When approvals and reviews are required, What evidence must be retained.
Ensure procedures are: Clear, structured, and easy to follow, Consistent with established control standards, Aligned with actual operational practice according to process owner direction.
Conduct annual reviews of procedures to ensure they remain accurate, current, and fit for purpose.
Incorporate approved changes into procedural documentation in a timely manner.
Provide coverage for a centralized business support inbox or request queue.
Triage operational requests and questions, ensuring: Clear categorization and prioritization, Assignment to appropriate owners, Timely responses and follow‑up.
Track requests from receipt through closure, maintaining documentation of actions taken and outcomes achieved.
Ensure work is executed in accordance with documented procedures and approval standards.
Maintain control artifacts that demonstrate adherence to procedures, approvals, and operating standards.
Assemble and organize evidence packages for Compliance, Risk, Audit, and Regulatory inquiries.
Ensure records are complete, accurate, reproducible, and review‑ready.
Identify procedural gaps or control weaknesses and escalate appropriately.