Implementation Manager

2 weeks ago

Johnston, United States Citizens Full time

Description

The Private Bank Ops Implementation Manager supports the on-boarding activities for the Citizens Private Bank, with an emphasis on operational excellence and superior service. This role contributes and champions process improvement ideas and a culture of continuous refinement and enhanced client experience. Develops and maintains effective working relationships with peers while operating effectively in an environment of cooperation and change. Works directly with internal partners to confirm requirements and resolve issues, while identifying and escalating risks/issues where appropriate.

Primary responsibilities include:

  • Facilitates the Commercial deposit account opening process and account maintenance for the Private Bank, including blocked and controlled control accounts

  • Liaises with Clients, Front Office (Sales/Relationship Managers), Portfolio Managers, Credit, Legal, Compliance, Risk, Operations, Audit, and other teams as necessary as part of the on-boarding, account maintenance and the AML/KYC process

  • Completes AML/KYC on boarding for new and existing customers by reviewing client documentation, internal & vendor applications, and data entered in proprietary system(s).

  • Performs data quality review of AML/KYC for completeness, including ensuring all appropriate information is contained in the proprietary system(s) to meet all regulatory, legal, bank and audit requirements

  • Applies and enforces risk mitigation controls

  • Escalates any exceptions to leadership and other concerned parties

  • Produces high quality output; completes quality management duties as assigned

  • Maintains knowledge of mainframe (IM/ST), Touchpoint and DDI applications

  • Establishes requested accounts in the core system

  • Monitors all requests to ensure SLAs are met

  • Solves problems of varying complexity

  • Executes additional tasks as required

Qualifications:

Required Skills/Experience:

  • 5+ years relevant banking experience with an operations or customer service team

  • Ability to effectively communicate with Implementations, Client Services, TS Sales and RMs

  • Ability to plan and prioritize workload to meet critical SLAs

  • Experience implementing change and process improvements

  • Effectively handles multiple priorities with efficiency and accuracy

  • Proficient in data entry

  • Strong attention to detail

  • Effective customer service skills

  • Strong verbal/written communication skills with an ability to adapt and tailor message to particular audience (Sales, Product, Operations, Technology, and Client)

  • Knowledge of Mainframe applications

  • Fluency in Microsoft applications including advanced Outlook, Excel, Word and Power Point.

  • Ability to understand technical aspects of product/service, both from a functionality perspective but also from an operations/setup perspective and be able to articulate it to a less technical audience (Client and Sales)

  • 3+ years of experience utilizing strong project management skills with the ability to manage deliverables from multiple partners and work on multiple projects simultaneously in a time-sensitive environment

  • Ability to develop relationships with business partners to ensure objectives are met and client has best possible experience

  • Ability to work under minimal supervision and work well under pressure

Education:

Bachelor’s degree or equivalent work experience

Hours & Work Schedule:

Hours: 40/week

Schedule: Mon – Fri, 8-5:30p

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 value diversity, equity and inclusion, and treat everyone with respect and professionalism. 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.

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