Senior Collections Process Control Manager - Citizens

Description


Are you enthusiastic about helping customers who are experiencing financial hardship? Do you enjoy problem solving and driving meaningful change? Are you looking for the autonomy and support to improve collections and recovery process effectiveness and risk and control oversight? If so, consider joining Citizens Bank in the Collections and Recovery Process Control Reporting team as a Senior Process Control Manager. In this role you will be challenged with owning and driving solutions for regulatory, business oversight and performance management needs through a diverse portfolio of functions and projects. You will be required to work closely with Legal, Risk, and Compliance partners as well as Collections Operational Strategies, Collections Operations, Vendor Management, and Initiative Execution teams to solve operational challenges.



As a member of the broader Collections and Recovery Operational Analytics organization, you will lead and drive out solutions to various operational opportunities, particularly those focused on key cross-functional, technical, compliance-related processes. Your role will be to manage all facets of a challenge by knowing it, owning it, and driving it. This includes understanding, mapping, and developing processes that combine both human initiated and automated / strategy decision engine facilitated steps. You will need to provide thought leadership to the project team and help drive out steps needed to address challenges. The position requires you to lead across the organization, perform analytical or business intelligence exercises and independently drive meaningful change for multiple stakeholders.



To be a successful Collections and Recovery Senior Process Control Manager, you will:





+ Be a hands-on problem solver and critical thinker. Must be ready and able to roll up sleeves and contribute to problem remediation



+ Possess in depth knowledge of collection and recovery processes and compliance requirements



+ Be able to independently solve complex operational and analytical problems and conduct the research and reconciliation needed to answer essential questions



+ Not be afraid to challenge the status quo



+ Possess the ability to mine and process data with SAS or SQL



+ Be able to design processes and both inline (QA) and post processing (QC) controls to mitigate severity and frequency of risk while maximizing detectability



+ Be independent and able to work closely with the collections operation team to effectively solicit requirements, share findings, and communicate expectations



+ Possess strong background and experience with solving operational performance challenges and developing data and reporting-driven risk and control oversight



+ Possess strong presentation, influencing and negotiation skills coupled with advanced MS Office skills



+ Demonstrate exceptional communication skills - both written and oral – and be able to translate data into succinct stories



+ Be able to connect and effectively communicate with people of all levels and functions across the organization



+ Lead by example to coach, train, and develop colleagues



+ Be able to thrive and prioritize in a constantly changing environment



+ Exemplify our Credo and foster an inclusive environment by being yourself, helping others feel like a valued part of the team, and demonstrating to others that what makes them different is recognized and celebrated





Qualifications



Required Skills/Experience:





+ 7+ years of Collections and Recovery experience



+ 7+ years prior banking experience including concentrations in process management and QA/QC design



+ knowledge of process control tools and techniques (e.g., process mapping, FMEA, SIPOC, etc.), with formal process management training or certification (e.g., Six Sigma) preferred



+ Experience using operational data to develop control metrics and reporting to monitor process health, by writing detailed reporting requirements and/or mining data independently through SQL or SAS coding.



+ Strong critical thinking and problem-solving skills, including troubleshooting, root cause analysis, research, and reconciliation skills



+ Advanced skills in Microsoft Office applications, including PowerPoint and Excel



+ Ability to present and facilitate meetings



+ Excellent organizational skills and ability to engage senior cross-functional business leaders



+ Experience with business intelligence and visualization tools preferred





Education:



Bachelor’s degree in business or related areas of study



Hours and schedule:



Hours: 40



Schedule: Monday-Friday 8-5, EST



Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.



Equal Employment Opportunity


At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.


Equal Employment and Opportunity Employer


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


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







Background Check



Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

11/08/2024