Home Mortgage Senior Business Support Manager

Citizens Bank•Johnston, RI

42d•Onsite

About The Position

As a Senior Business Support Manager supporting the Mortgage business, this role is responsible for leading internal sales communications, colleague engagement, and change management to support transformation initiatives and adoption of new ways of working. This role plays a critical part in evolving the operating model by supporting key functional areas including Sales Strategy, Process Optimization, Sales Enablement, Analytics, Change Management, Talent Development, and Platform Delivery. This may cover activities such as facilities, space planning and moves, systems development and support. The incumbent's decisions are generally guided by policies, resources, and business plans, and they may receive moderate guidance from a manager. Incumbents may also be responsible for budgeting, forecasting, and monitoring the infrastructure area costs and may also be involved in strategic business planning and change management initiatives. Liaising with other business areas such as human resources, legal & compliance, and operations may also be an integral part of the role. Guided by department policies, resource requirements, budgets, and the business, the incumbent is responsible for the oversight and strategic management of the sales strategy to support execution, develop sales tools, and enable field performance through training and coaching support. In conjunction with Division Management, the incumbent brings all deliverables to implementation on an agreed schedule, facilitating Retail and Virtual loan officer’s marketing efforts to their current ‘book-of-business’ across social media, email, and other digital platforms. The incumbent oversees all Business Unit Manager duties for the business as well as manages aspects of the HR function and space planning to support the department.

Requirements

7+ years of experience in marketing strategy, sales enablement, or business operations within financial services or a regulated industry.
Proven experience aligning marketing strategy with sales execution and business transformation initiatives.
Strong cross-functional leadership experience across sales, product, analytics, risk, and operations.
Demonstrated ability to integrate marketing, analytics, and operational processes to drive performance improvement.
Experience with CRM platforms (e.g., Salesforce), campaign orchestration, and marketing workflow tools.
Experience supporting or driving change management and organizational transformation efforts.
Strong analytical and problem-solving skills with ability to translate insights into actionable strategies.
Experience managing vendors, audits, and governance processes.

Nice To Haves

Mortgage or lending industry experience with understanding of sales models (Retail, Consumer Direct/VLO).
Experience supporting sales enablement or sales strategy functions within a matrixed organization.
Familiarity with mortgage origination platforms, pricing tools, and marketing technologies.
Experience developing training programs, onboarding frameworks, or career pathing initiatives.
Demonstrated success improving sales productivity, marketing effectiveness, or operational efficiency.
Experience supporting large-scale transformation initiatives or operating model redesign.

Responsibilities

Development and execution of sales strategy aligned with the organization’s goals and objectives.
Collaboration with stakeholders to define and prioritize business support initiatives.
Team leadership and management, providing guidance, coaching, and performance feedback.
Assigning tasks, monitoring progress, and ensuring timely completion of deliverables.
Stakeholder engagement and process improvement, leading mortgage team’s engagement and collaboration with Retail branch network and Wealth management teams to drive mortgage production through these partnerships.
Business support and delivery, ensuring smooth and efficient delivery of business support services to internal stakeholders.
Monitoring of service levels, analyzing metrics, and implementing measures to enhance service quality and efficiency.
Lead mortgage-aligned marketing strategy, including development of integrated campaigns, creative assets, and customer-segment-focused messaging.
Partner with Sales Strategy to support execution, develop sales tools, and enable field performance through training and coaching support.
Drive end-to-end campaign orchestration and optimize marketing and sales processes, including CRM (Salesforce) enhancements.
Deliver management reporting, dashboards, and actionable insights to inform strategy, improve performance, and optimize ROI.
Lead internal communications, colleague engagement, and change management to support transformation initiatives and adoption of new ways of working.
Support onboarding, training, and career development initiatives while managing tools, platforms, and key programs (e.g., pricing, vendors, audit readiness).