Operations Support Manager: Safe Deposit Box, Records Management & BCP

The Operations Support Manager: Safe Deposit Box, Records Management agnd Business Continuity Planning leads a team responsible for overseeing Records Management, Business Continuity, and Safe Deposit functions within Retail Banking and Contact Center & Retail Transformation. This role involves managing, administering, and performing tasks related to these functions, including compliance and training.  You will ensure operational capability, the services remain resilient and that an effective control environment is in place internally and across our suppliers. You will deliver consultancy and oversight to the first line of defense and policy standard owners to ensure successful implementation and embedding of risk processes across the first line of defense.

Primary Responsibilities:

Business Continuity Planning (BCP):

• Coordinate and complete BCP requirements, including annual exercises, disaster recovery testing, and vendor assessments.
• Maintain and update Business Continuity Plans and related documentation.
• Train and supervise staff on business continuity procedures.
• Collaborate with plan owners and coordinators to ensure plans meet requirements.
• Identify and address plan deficiencies and engage risk partners for remediation.

Records Management:

• Oversee records retention, inventory, review, and destruction.
• Advise business lines on records management in compliance with corporate policies.
• Manage a team of records coordinators and ensure compliance with procedures.
• Perform site visits for records disposition and comply with Legal Hold requests.
• Utilize tools to manage records and ensure adherence to retention schedules.
• Review costs and seek expense reductions in records management.

Safe Deposit:

• Oversee daily operations of safe deposit services, ensuring compliance and security.
• Conduct quality control reviews and address customer inquiries and complaints.
• Maintain accurate records of safe deposit transactions and customer interactions.
• Manage staffing and scheduling for safe deposit functions.
• Ensure proper processing of safe deposit system updates and payment processing.
• Prepare reports and coordinate drill strategies for delinquent boxes.
• Perform audits and ensure compliance with state escheat laws.

**Role requires travel within Citizens’ Retail footprint

Required Skills/Experience:

• Retail banking operations experience; knowledge of safe deposit functions
• Strong leadership skills
• Strong organizational skills, attention to detail and ability to multi-task.
• Strong customer service skills
• Excellent communication skills, including presentation skills
• Strong relationship building, collaboration and ability to influence
• Strong time management skills; flexibility to manage competing and changing priorities
• Planning and problem solving skills
• Process improvement mindset
• MS Office skills - intermediate Excel and PowerPoint
• Strong analytical skills; ability to review data, analyze trends and identify gaps
• Expense management/ability to manage budget
• Coaching and supervisory skills/experience
• Project management skills
• Proactive, strong ability to take initiative

Preferred Skills/Experience:

• Familiarity with banking regulations and compliance requirements
• Business continuity planning, records management 

Education:

• High School diploma required; Associate’s or Bachelor’s Degree preferred.

 

Hours and Work Schedule
 

Hours per week: 40 hours

Work schedule: 8:00am - 5:00pm, Monday through Friday

 

Position is hybrid, in office 3 days/week and based out of office location:  Johnston, Medford, Pittsburgh, Iselin.   Other office locations within Retail branch footprint will be considered.

 

Pay Transparency 

The salary range for this position is $78280- $117,420 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