Retirement Services Manager

Citizens Bank
United States
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringEducation: associatesSkills: ["Accountability","Customer service","Customer-centricity","Continuous improvement","Communication"]

Lead daily operations for the Retirement Services team, overseeing end-to-end IRA activities including account opening, contributions, withdrawals, beneficiary accounts, and IRS/state tax withholding. Manage a team of 12–15 colleagues, ensure regulatory compliance and internal controls, monitor volumes, productivity, and SLAs, and use data to drive continuous improvement. Oversee customer and colleague support interactions and support operational initiatives like process enhancements, system implementations, and vendor integrations.

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FursaFursa
Citizens Bank
Citizens Bank
1 month ago

Retirement Services Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead daily operations for the Retirement Services team, overseeing end-to-end IRA activities including account opening, contributions, withdrawals, beneficiary accounts, and IRS/state tax withholding. Manage a team of 12–15 colleagues, ensure regulatory compliance and internal controls, monitor volumes, productivity, and SLAs, and use data to drive continuous improvement. Oversee customer and colleague support interactions and support operational initiatives like process enhancements, system implementations, and vendor integrations.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day business unit operations by fostering an inclusive team environment and driving colleague performance through coaching, development, and feedback.
  • •Maintain a strong control environment aligned with regulatory expectations by developing, reviewing, and executing policies and procedures; identify and escalate risks or control gaps.
  • •Champion fair customer outcomes by identifying, escalating, and resolving issues and driving process improvements to enhance customer experience, efficiency, and quality.
  • •Manage workflow, staffing, and capacity by monitoring volumes, productivity, and SLAs to meet daily operational targets while minimizing overtime.
  • •Use data and performance metrics to manage team output and capacity planning, and support/lead initiatives impacting IRA servicing such as process enhancements, system implementations, and vendor integrations.

Key Requirements

  • •2+ years of leadership or people management experience, with demonstrated ability to coach, develop, and lead high-performing teams.
  • •Strong knowledge of deposit accounts, specifically experience with IRAs.
  • •Familiarity with regulatory and compliance frameworks impacting servicing (e.g., state tax requirements, consumer protection expectations).
  • •Proven ability to manage operational risk and maintain a strong control environment.
  • •Strong analytical skills using data to drive decision-making, improve performance, and support capacity planning.
Education:Associate's
Skills:AccountabilityCustomer serviceCustomer-centricityContinuous improvementCommunication

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website