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Citizens Access Operations Program Lead Full-time

at CITIZENS BANK in Rhode Island (Published at 17-01-2020)


The Citizens Access Operations Program Lead will possess the strategic and analytical skills to help guide the business in strategic initiatives, execution of projects and performing complex analysis and root cause analysis in order to drive business recommendations. The candidate will have overall responsibility for the Call Center?s operation performance, as well as end-to-end oversight of major operational functions performed both internally and externally through 3rd parties. The candidate will work closely with the CAX leadership team, the Deposit Operations senior leadership team, various internal business partners across the organization and our Vendor. A successful candidate will be someone who has the agility to react and effectively manage competing priorities, and will thrive in a role where every day brings something new.
Primary Responsibilities are:
  • Business Management & Planning: Create and implement operational or functional business plans aligned with the overall business strategy and organizational policy to ensure the business unit within the span of control has the capacity and capability to meet the agreed objectives.
  • Process/Continuous Improvement: To identify and initiate improvement projects within the operational area that will enable improvement of overall business unit performance.
  • Customer Service: To champion strong customer service attitudes and values. Utilize performance metrics to drive quality output.
  • Risk Management: Be accountable for the identification (self-identification) and minimizing risk across areas of responsibility; Working with Operations managers and Risk ensure all risk issues are identified timely, communicated and effectively reported and tracked
  • Stakeholder Management: Develop and maintain effective working relationships with key stakeholders across the business so that these contribute both to the effective operation of the business unit.
  • Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience.
  • Responsible for end to end ownership of a subset of vendor relationships across Citizens Access focusing on Call Center, managing activities such as performance monitoring, forecasting , incident managements, reporting and general oversight.
  • Analyze and evaluate services, identifying opportunities to enhance performance or drive value add activities and building actionable performance trending.
  • Establish Change Management process, and schedule and facilitate meeting engaging all applicable stakeholders, identifying problems and keeping related changes in sync with process/ procedures.
  • Act as a liaison with Compliance, Risk, Technology, and Operations teams to ensure that all system changes are identified timely, properly installed, communicated and effectively reported.
  • Consult with appropriate business line in the development of new products, services or processes including the documentation of the system and internal controls.
  • Prepare in-depth analysis on potentially complex issues and present findings to leadership. Analyzes and monitors complex production problems as they relate to the Operations teams systems. Works with managers/customers to ensure incidents are documented and report on appropriate resolution and any potential remediation requirements.
  • Maintains a high level of Deposit systems knowledge, including mainframe applications including Item processing and other ancillary applications used by the teams. Also, must be knowledgeable in areas of workflow to realize impact on departments and to assist with problems and make recommendations for change.
  • Schedules and facilitates meetings with Operations resources to establish priorities, identify problems and ensure project timelines are on schedule and develop reporting.
  • Provide bi-weekly status reports to management including accomplishments, outstanding problems and risk issues across Citizens Access.
  • Communicates effectively across Operational teams, leading the management communication session to provide updates on production issues, concerns, sharing as to status, issues and upcoming deliverables.
  • Assists in assuring department policies and procedures and compliance training are updated and completed appropriately.
  • Support various ad-hoc requests across the teams.


Required Skills/Experience:
  • 5 ? 10 years relevant business experience, including Vendor Management
  • Experience of delivering change in a complex, fast- paced environment
  • In-depth knowledge of and demonstrable skill in using continuous improvement methodologies and tools
  • Ability to quickly understand the dynamics of a new department and quickly make positive impact
  • Analytical ability to analyze data identifies trends, formulate proposals and determine how it equates to meaningful data. Operationalize insights through development of dashboards, tools and processes.
  • Outstanding customer service orientation and product knowledge
  • Strong written and verbal communication skills
  • Highly effective networking and relationship building skills
  • Acts as an agent for positive change with flexibility
  • Commitment to quality and efficiency
  • Excellent time management skills
  • Excellent written and verbal skills; ability to deliver impactful concise messages to senior executives.
  • Excellent interpersonal skills
  • Superior project management skills
  • Strong MS Office skills
Education, Certifications and/or Other Professional Credentials:
  • Bachelor?s Degree or equivalent work experience
Hours and Work Schedule
Hours per Week: 40 Work Schedule: 8:00am - 5:00pm, Monday - Friday

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.

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