Business Support Manager I

Citizens • Glen Allen, VA

1d • Onsite

About The Position

The colleague serves as the primary business support resource and subject matter expert for the Construction-to-Permanent (CtP) lending program. This role is responsible for supporting program governance, policy and procedure management, risk oversight, and operational execution. The position partners closely with Sales, Credit Risk, Project Review, Legal, Operations, and Draw Administration to ensure consistent application of program requirements and successful loan execution throughout the construction loan lifecycle. Key responsibilities include maintaining and enhancing CtP program governance, providing guidance on complex loan scenarios, supporting policy alignment, facilitating certification training, and advising stakeholders on construction lending risks, exceptions, and operational challenges.

Requirements

• 5-10 years of experience supporting Construction-to-Permanent (CtP) lending programs and products.
• Demonstrated confidence and professional courage to hold sales teams and sales leadership accountable to program requirements.
• Strong organizational, planning, and leadership skills, with the ability to manage priorities, resolve challenges, build relationships, and influence stakeholders.
• Demonstrated decision-making and problem-solving skills, including the ability to evaluate complex situations and provide well-supported recommendations.
• Strong analytical and research capabilities, with the ability to identify trends, interpret data, and assess business impacts.
• Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
• Excellent written and verbal communication skills.
• Experience working effectively within a collaborative, matrixed environment involving Operations, Credit Risk Management, Sales, and other cross-functional partners.
• Direct experience in construction lending, including draw administration, project review, processing, underwriting, and loan closing activities.
• Knowledge of construction lending risk management practices, policies, and regulatory requirements.
• Experience supporting program governance, policy development, and operational process improvement initiatives.

Responsibilities

• Provide consultative support to Project Review and business partners, including guidance on loan scenarios, contract reviews, draw schedules, and project budget evaluations.
• Collaborate with stakeholders across Credit Risk, Operations, Servicing, Legal, and Sales to ensure program requirements remain current, effective, and aligned with business objectives.
• Evaluate non-standard transactions and exception requests, recommend appropriate solutions, and support decisions consistent with CtP policies and established risk parameters.
• Maintain CtP certification materials and facilitate training sessions and webinars for program participants.
• Serve as a subject matter expert and trusted resource for associates and business partners across the organization.
• Identify trends, risks, and emerging issues, and communicate findings and recommendations to leadership.
• Maintain and enhance program documentation, procedures, controls, and governance materials.
• Support continuous improvement initiatives to strengthen program effectiveness, risk management, and operational efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed