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Commercial Loan Operations Senior Manager - Riverside, RI #3755666

Company: Citizens Bank

Date: 08/13/2017

Category: Internet Services

City: Riverside, RI


The Commercial Loan Operations Senior Manager is an experienced professional with extensive commercial lending experience who manages a key and highly complex operational function within Commercial Loan Operations. This role has full accountability for functional 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 commercial and small business clients. The position holder independently creates and achieves objectives based upon broad goals.

Primary responsibilities include:

  • Projects/Process: Builds a climate of continuous improvement into business plans and projects to ensure all corporate and business objectives and deliverables are met. Sets up systems to gather and distribute pertinent project information to senior management to support rapid decision making. Continuously reviews delivery channels to ensure information and progress are cascaded to project stakeholders in a timely manner. Establishes a climate that values innovative thinking and utilizes techniques that require people to look at issues, problems and situations from different perspectives.

  • People Management: Translates overall strategy into meaningful direction for the function. Inspires individuals and the team to take ownership of business goals. Generates a climate of confidence in the success of the business. Encourages a culture that values diversity, promotes feedback, supports continuous professional development and recognizes the value of lessons learned.

  • Stakeholder Management: Creates feedback mechanisms to improve customer & colleague satisfaction and risk management. Establishes a collaborative environment with business line partners that promotes a continuous dialogue and facilitates departmental and corporate initiatives. Influences decision makers by persuasively presenting thoughts and ideas to gain commitment and agreement on proposed solutions.

  • Customer Expectations: Establishes strategic direction and plan to ensure that all customer expectations are met with quality and within appropriate service levels. Provides directional guidance to teams to resolve complex customer issues. Possesses extensive knowledge of commercial lending products, market verticals, credit and operational risk. Acts from an awareness of the diversity of the needs and preferences of customers, colleagues and business partners.

  • Risk & Control:Creates a risk & control framework that ensures adherence to regulatory (federal and state) as well as corporate policy requirements for commercial lending, credit risk and operational risk. Develops procedural controls to ensure team maintains a high level of data quality and a state of internal and external audit readiness. Develops activities that ensure that key performance indicators and service levels are met. Empowers team to manage issues that present unnecessary risk to customers and the bank and initiate corrective action for identified inaccuracies or exceptions.


Required Skills/Experience:

  • 10+ years of commercial lending experience, 5+ years of progressive management experience

  • Demonstrated history of creating and leading strategic, customer experience, process improvement and risk management initiatives

  • Ability to build and maintain relationships with sales leaders, executives and other key partners

  • Strong written/verbal communication skills

P Preferred Skills/Experience:

  • Lean Six Sigma training

E Education:

  • Bachelor's Degree required, MBA preferred

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday - Friday, 8:00am - 5:00pm

Why Work with 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 and Citizens Securities, Inc. 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 Opportunity & Affirmative Action 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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