Servicing Ops Sr Manager

Citizens Bank • Johnston, RI

8d • Hybrid

About The Position

Citizens is seeking a highly motivated and experienced Operations Manager to join its Credit Card Operations team. This role supports daily activities and helps ensure the stability, integrity, and continuity of credit card systems. The position requires a background in production support and system management, attention to detail, and a proactive approach to problem-solving.

The role provides ongoing production support, monitors system stability and data integrity, delivers operational change requests, and manages intake and prioritization of production-support demands. It also resolves issues, improves processes, collaborates with cross-functional partners, and manages team controls, risks, procedures, and reporting.

The schedule is 40 hours per week, Monday through Friday, with four days in the Johnston, Rhode Island office and one day remote. Occasional travel to Shelton, Connecticut is required.

Requirements

• Bachelor's degree in Business Administration, Finance, Information Technology, or a related field.
• Proven experience in operations management, preferably within the financial services industry.
• Strong understanding of credit card operations and related systems.
• Excellent problem-solving skills and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong communication and interpersonal skills.
• Proficiency in relevant software and tools.

Responsibilities

• Provide ongoing support for credit card operations and ensure systems and processes function smoothly and efficiently.
• Monitor and manage system stability, data integrity, and continuity of operations.
• Deliver change requests, including pricing changes, rewards updates, and updates to credit bureau monitoring processes.
• Manage production-support intake, maintain and prioritize the Jira backlog, evaluate resource capacity, and assign subject-matter experts according to urgency and business impact.
• Identify, troubleshoot, and resolve operational issues promptly to minimize business impact.
• Continuously evaluate and improve operational processes to enhance efficiency and effectiveness.
• Collaborate with product partners, finance, customer service, and other cross-functional teams to support seamless operations.
• Use problem-solving and innovative approaches to improve customer experience and deliver measurable outcomes.
• Manage team controls by identifying key risks, maintaining processes and procedures, and ensuring thorough reporting to mitigate risk.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager