Servicing Ops Manager

Citizens Bank • Johnston, RI

9d

About The Position

As the Servicing Operations Manager for the Collateral Perfection & Release team, you will lead the daily operations of a team of 12–18 colleagues within Consumer Deposits and Loan Servicing. This role is responsible for overseeing end-to-end collateral lifecycle activities, including HELOC lien perfection, exception resolution, and collateral lien release processing upon account closure. You will drive execution of business plans, operational policies, procedures, and systems that support the department’s strategic objectives, while ensuring adherence to regulatory requirements and internal controls. This role requires strong cross-functional leadership, effective communication, and a data-driven approach to managing performance, capacity, and continuous improvement. A critical component of this role includes oversight of HELOC lien perfection activities and exception management. This includes partnering with title vendors, county recording offices, and customers to identify, research, and resolve documentation or recording defects to ensure liens are properly perfected. Additionally, the role is accountable for ensuring timely and accurate collateral lien releases in alignment with payoff and account closure requirements.

Requirements

• 2+ years of leadership or people management experience, with demonstrated ability to coach, develop, and lead high-performing teams.
• Strong knowledge of collateral perfection, lien recording requirements, and lien release processes, including HELOC products.
• Experience managing exception workflows and resolving title, documentation, or recording defects in partnership with third-party vendors and external stakeholders.
• Familiarity with regulatory and compliance frameworks impacting loan servicing and collateral (e.g., state recording requirements, consumer protection expectations).
• Proven ability to manage operational risk and maintain a strong control environment.
• Strong analytical skills with experience using data to drive decision-making, improve performance, and support capacity planning.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across multiple teams and external partners.

Responsibilities

• Manage day-to-day business unit operations by fostering an inclusive and engaging team environment. Set clear expectations and drive colleague performance through consistent coaching, development, and feedback to maximize individual and team effectiveness.
• Oversee HELOC lien perfection processes and exception handling, ensuring all liens are accurately recorded and compliant with applicable requirements. Partner with title vendors, county offices, and customers to resolve defects, clear exceptions, and remediate gaps in collateral documentation.
• Ensure timely and accurate processing of collateral lien releases upon loan payoff or account closure. Maintain effective controls to ensure compliance with regulatory, investor, and internal policy requirements.
• Maintain a strong and balanced control environment aligned with regulatory expectations. Develop, review, and execute policies and procedures, ensuring consistency, accountability, and effectiveness. Identify and escalate risks or control gaps as appropriate.
• Champion fair customer outcomes through the prompt identification, escalation, and resolution of issues. Drive process improvements that enhance the customer experience while improving operational efficiency and quality.
• Manage workflow and staffing to ensure daily operational targets are met within standard business hours, minimizing overtime. Monitor volumes, productivity, and SLAs to optimize resource allocation and mitigate operational risk.
• Leverage data and performance metrics to manage team output, inform capacity planning, and support continuous improvement initiatives. Use insights to validate process enhancements and drive measurable results.
• Support and lead initiatives impacting the collateral servicing function, including process enhancements, system implementations, and vendor integrations, ensuring successful execution and alignment with business objectives.

What This Job Offers

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