Citizens Bank Business Support Manager 2 – Consumer Deposits and Lending Business Support Team in Dedham, Massachusetts


As an employee of Citizens Bank you become a part of an organization committed to serving customers, colleagues and communities in which we do business. Citizens Bank is an established and successful financial services company with national presence and the ability to conduct business globally. We are committed to offering comprehensive and competitive benefits, encouraging our colleagues to develop and grow their careers, and providing a fiscally sound and stable work environment while delivering to our customers.

Citizens Consumer Deposit and Lending’s mission has long been delivering the simplest, fastest, most hassle-free banking experience in the U.S. The Consumer Lending and Deposits Business Support Team provides support and guidance to the Student and Unsecured contact centers. We are currently seeking a talented versatile colleague to join the team.

The role requires an individual with a strong combination of strategic thinking, reporting and analytics skills, ability to work independently to meet deadlines and project management experience. The successful candidate must be proactive in their approach, with an ability to own and manage multiple priorities simultaneously.

From a career development perspective, there are many options that exist which may include working in a product line or another division of the bank.

Key Responsibilities:

  • Own lead management process, inclusive of analysis for lead performance along with data driven recommendations to maximize returns on Student and Unsecured lead sources. Requires cross departmental collaboration and innovative thinking as process continues to evolve. – 20% time allocation

  • Management of the phone experience prior to the customer. This encompasses creation of new and management of existing phone greetings, messages on hold, ACD splits, closed messages across the Student, PERL and Installment toll free numbers. – 10% time allocation

  • Own telephony management process associated with business disruption, inclusive of coordination with business leads, communication and testing. In addition, provide assistance with telephony change management based on business needs. – 10% time allocation

  • Manage assigned projects end to end, inclusive of creation of project plans, research and influencing researches cross departmental to hit deadlines. Major 2019 projects include lead optimization, evaluation of phone experience and new telephony technology. – 30% time allocation

  • Own facilitates management for Student and Unsecured contact centers as the business needs vary greatly throughout the year based on Peak staffing needs. – 15% time allocation

  • Provide redundancy to team members including the Business Support Manager as needed and complete required administrative tasks. – 15% time allocation


  • Ability to work independently

  • Uses best practices and knowledge of internal or external business issues to improve products or services

  • Solves complex problems by taking a new perspective on existing solutions

  • Exercises judgment based on the analysis of multiple sources of information

  • Explains complex concepts and works to build consensus

  • Acts as a resource for other team members, may lead projects with limited risks and resource requirements.

  • End-to-end problem solving skills and ability to prioritize issues

  • Superb time management and organizational skills for effectiveness in fast-paced environment

  • Creativity/Innovation

  • Design and author communications and presentations to business leaders

  • Persistent follow-through in execution of key projects

  • Working collaboratively with team members across LOBs and staff areas

  • Strong interpersonal and influencing skills

  • Advanced PowerPoint and MS Excel skills

Hours and Work Schedule

Hours per Week: 40

Work Schedule: M-F 8-5

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