Head Citizens Pay Operations

As the Head of Citizens Pay Operations, you will serve in a leadership role supporting the Citizens Pay product line and will be responsible for managing processes and controls to service customers for a variety of merchant partners, creating an exceptional experience. 

In this role, you will also be expected to lead a robust risk management program that effectively anticipates, identifies, manages and controls for operational and financial risks. You will work closely with business partners and merchant partners to ensure end-to-end processes are properly designed and monitored.  

This role will report to the Head of Consumer Deposits and Loan Servicing, and while you are in this role, you have full accountability for the team's risk mitigation controls, change programs, data stewardship, adherence to Bank policies, procedures and regulatory requirements, colleague/stakeholder engagement and overall customer service to internal and external customers.

Primary responsibilities include

• Responsible for managing day-to-day operational tasks, including onboarding, diligence, ongoing monitoring, QA of origination, credit, and servicing vendors, etc.
• Establishing a strategic plan with a relentless customer focus to ensure that all customer expectations are met with quality and within appropriate service levels.
• Oversees end-to-end processes and controls to ensure they are operating as intended.
• Manages a transparent and effective control environment. This includes effectively managing risk issues to a timely and effective closure.
• Cultivating strong, trusted partnerships and feedback mechanisms between the business and operations to achieve seamless cross team workflow.
• Building a high performing, motivated team, by providing leadership, coaching and direction.
• Generating a climate of confidence in the success of the business.
• Encouraging a culture that values diversity, promotes feedback, enhances collaboration, supports continuous professional development, and recognizes the value of lessons learned.

While our preference would be for our chosen candidate to work out of our Johnston, Rhode Island office, we would consider candidates to be located in our Medford, MA office as long as they could be in Johnston a minimum of 2 days per week.

Experience and Skills:

• Advanced operational management experience (10 or more years of experience typically).

• Strong end-to-end operational leadership experience, coupled with practical experience in managing operational risk.

• Strong vendor management experience.

• Data and Analytics experience

• A customer obsessed mindset

• Experience managing multiple and varied projects with aggressive deadlines

Education, Certifications and / or Other Professional Credentials

• Bachelor’s Degree or equivalent work experience.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday to Friday core business hours

Pay Transparency 

The salary range for this position is $158,000 - $210,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.   

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Cit