Servicing Ops Manager - Deposit Intake

Citizens•Johnston, RI

2d•Hybrid

About The Position

As Servicing Operations Manager for Deposit Intake, you will lead 8–10 Transaction Processing colleagues and oversee daily, end-to-end deposit processing. You will implement plans, policies, procedures, and systems that advance departmental goals while ensuring regulatory compliance and effective internal controls. This role requires strong cross-functional leadership, clear communication, and data-driven management of performance, capacity, and continuous improvement. You will also oversee second-shift colleagues. A key responsibility is managing time-sensitive exception queues and ensuring all deadlines are met.

Requirements

Two or more years of leadership or people-management experience, with a demonstrated ability to coach, develop, and lead high-performing teams.
Strong knowledge of transaction and check processing.
Experience managing exception workflows.
Strong analytical skills and experience using data to guide decisions, improve performance, and support capacity planning.
Excellent communication and stakeholder-management skills, with the ability to collaborate effectively across teams and with external partners.

Responsibilities

Lead daily operations while fostering an inclusive, engaged team environment.
Set clear expectations and strengthen individual and team performance through consistent coaching, development, and feedback.
Maintain a balanced control environment aligned with regulatory expectations.
Develop, review, and execute policies and procedures consistently and effectively, escalating risks or control gaps when appropriate.
Promote fair customer outcomes by promptly identifying, escalating, and resolving issues.
Lead process improvements that enhance customer experience, operational efficiency, and quality.
Manage workflow and staffing to meet daily targets within standard business hours while minimizing overtime.
Monitor volumes, productivity, and service-level agreements to optimize resources and reduce operational risk.
Use performance data to manage team output, guide capacity planning, and support continuous improvement.
Apply insights to validate process enhancements and deliver measurable results.
Lead and support initiatives affecting the collateral servicing function, including process improvements, system implementations, and vendor integrations, to ensure successful delivery and alignment with business goals.