Collection Recovery Mgr

Citizens Financial Group•Johnston, RI

21d

About The Position

As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! We’re looking for an experienced Consumer Operations Manager (M1) to lead a high-performing team and drive operational excellence across our consumer products portfolio. The ideal candidate brings 3–5 years of people-management experience, a passion for coaching and developing talent, and a track record of end-to-end performance management—from goal setting to coaching, calibration, and performance evaluation. Primary responsibilities include Meets and/or exceeds all supervisory goals and objectives as defined by departmental standards. Leads development and implementation of department policies and procedures for efficient business processes. Provide day-to-day leadership, mentorship, and career development for a team within Consumer Operations; foster an inclusive, accountable, and feedback-driven culture. Partner with legal, risk, and QA/QC to maintain strong operational controls, audit readiness, and issue remediation. Assists with developing and executing strategies to meet or exceed departmental goals. Ensures direct reports meet quality standards and/or key risk and control measurements. Responsible for training and development needs of assigned personnel. Own the full performance lifecycle: set clear goals and KPIs, conduct regular 1:1s, deliver ongoing feedback, run mid-year and year-end reviews, and manage performance improvement when needed. Coach direct reports to achieve quality standards as set by department. Oversee daily workflow management, capacity planning, SLAs, and quality targets; ensure strong controls and adherence to policies and regulatory requirements. Identify bottlenecks and drive continuous improvement using data, root-cause analysis, and best practices; champion standard work and documentation. Collaborate with technology, partners to support new initiatives, system enhancements, and change management. Lead team through operational changes (policy, systems, staffing); communicate clearly, manage training/adoption, and measure impact. Qualifications, Education, Certifications and/or Other Professional Credentials

Requirements

3–5 years of people-management experience in an operations setting, with a strong focus on leadership, coaching, and talent development.
Proven experience in Consumer Operations (e.g., servicing, payments, collections, disputes, recoveries, onboarding, fulfillment, or related functions).
Demonstrated ability to set goals, manage performance, and conduct calibration and evaluations with fairness and rigor.
Strong analytical skills with experience using dashboards and Excel (lookups, pivots) or BI tools to drive decisions.
Excellent communication skills—able to simplify complexity, influence stakeholders, and present clear updates to leadership.
Track record of driving process improvement and managing SLA/quality targets.

Nice To Haves

Experience in consumer financial services and knowledge of consumer products (e.g., loans, credit cards, deposits).
Familiarity with QA/QC frameworks, control testing, or audit remediation.
Hands-on knowledge of Debt Manager, Oracle General Ledger (Oracle GL), and ALS; able to navigate data, reconcile activity, and partner with technology/finance as needed.
Experience leading teams through system migrations or new product launches.

Responsibilities

Meets and/or exceeds all supervisory goals and objectives as defined by departmental standards.
Leads development and implementation of department policies and procedures for efficient business processes.
Provide day-to-day leadership, mentorship, and career development for a team within Consumer Operations; foster an inclusive, accountable, and feedback-driven culture.
Partner with legal, risk, and QA/QC to maintain strong operational controls, audit readiness, and issue remediation.
Assists with developing and executing strategies to meet or exceed departmental goals.
Ensures direct reports meet quality standards and/or key risk and control measurements.
Responsible for training and development needs of assigned personnel.
Own the full performance lifecycle: set clear goals and KPIs, conduct regular 1:1s, deliver ongoing feedback, run mid-year and year-end reviews, and manage performance improvement when needed.
Coach direct reports to achieve quality standards as set by department.
Oversee daily workflow management, capacity planning, SLAs, and quality targets; ensure strong controls and adherence to policies and regulatory requirements.
Identify bottlenecks and drive continuous improvement using data, root-cause analysis, and best practices; champion standard work and documentation.
Collaborate with technology, partners to support new initiatives, system enhancements, and change management.
Lead team through operational changes (policy, systems, staffing); communicate clearly, manage training/adoption, and measure impact.