Business Support Manager II

The Business Support Manager is a high energy, highly motivated professional who utilizes strong collaborative, influencing and facilitation skills to design new robust and lean processes, complying with regulatory guidelines and internal policies. The primary focus of the role will be to drive process improvements through collaboration, data analytics and lean techniques to enhance client experience and improve operational efficiency and effectiveness within Payment Operations.
The Business Support Manager will incorporate a strong facilitation role reviewing and creating process improvements while taking a consultant oriented approach. Working with the business lines within Payment Operations and stakeholders to design and deliver change initiatives and new & improved processes; supported by process walkthrough, analysis, detailed process maps and standard operating procedures.
Primary responsibilities include:
Deliver to the strategic plan and objectives for enhancing operational customer experience
Facilitate process walkthroughs with Payment Operation teams and stakeholders from a customer oriented approach while creating a risk resilient processes
Leverage lean tools such as SYPOC/COPIS, RCPS etc. for facilitation purposes
Create high quality process maps, procedures, standard operating procedures and training materials
Creates and fosters a climate of adding value in delivering initiatives by striving for excellence and contributing to the overall development of Change Management. Scope, plan and manage initiatives through the entire life cycle, ensuring delivery to time, cost and quality
Collaborate and create high quality presentation reporting to represent Payment Ops business including but not limited to Senior and Executive presentations.
Create high quality internal communications to business partners and Senior and Executive management
Lead/manage project and initiatives related to processes changes and documentation. May train/guide junior team members.
Lead and support the delivery of high quality documentation for teams across Payment Operations
Create, maintain and act as the custodian of the taxonomy of processes and the central repository of documentation for all of Payment Operations
Develop strong working relationships with teams across Payment Operations and Risk team
Collaborate with project team stakeholders and senior management as needed to ensure project and business needs are met without disruption to existing functions and services
Create, develop and analyze M&I and reporting for Payment Operations.
May act as delegate to management
Required Skills/Experience:
Strong problem solving and analytical skills with the ability to analyze data, identify trends and formulate proposals
Formal Continuous Improvement methodology knowledge and experience (e.g. Lean, Six Sigma)
Facilitation capabilities to frame complex problem/opportunity statements and in developing a variety of fit for purpose solutions
Project management and governance skills
Ability to multi task, prioritize and work independently
Outstanding ability to produce content and communicate high level messaging
Excellent written presentation skills and attention to detail
Strong communication and inter-personal skills giving the ability to influence others.
A flexible approach to work with the ability to accept and champion change.
Influencing and proven networking skills that enable change to take place.
Ability to facilitate process walkthroughs leveraging Lean tools with a customer oriented approach
Excellent organizational skills
Excellent knowledge of Microsoft Office- including MS Visio, MS Word and MS PowerPoint
Proven experience of defining and delivering process improvement and data analytics initiatives
Strong problem solving and analytical skills with the ability to analyze data, identify trends and formulate proposals
Minimum 5 years of relevant experience in process designing and mapping
Excellent written and oral communication skills
Ability to plan and prioritize workload
Ability to meet timelines within an environment of competing priorities
Ability to work independently and collaborate with teams
Knowledge of the Group Policy Framework
Experience with creating metric reporting and analysis
Preferred Skills/Experience:
Formal Continuous Improvement methodology knowledge and experience (e.g. Lean, Six Sigma)
Understanding of Commercial Payment Operations processing
Knowledge of products and processes within Payment Operations/ Treasury Solutions
Ability to build and nurture relationships
Management experience
Project management Experience
Educational, Certifications and/or Other Professional Credentials:
Required - Associates Degree or 5 years relevant work experience
Preferred - Bachelor Degree
Preferred - A professional certification in process management, business analysis or project management
Hours and work schedule
Hours per Week: 40
Work Schedule: Monday-Friday 8:30AM-5:00PM
Hours may change to meet business needs
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, and Citizens Bank of Pennsylvania.

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