Business Support Manager I- Private Wealth

Job Summary

The Business Support Manager I supports Private Wealth operations by owning intake discipline procedural documentation and operational control execution for business support requests process changes and compliance inquiries.

This role is intentionally control‑focused. The analyst ensures that requests are appropriately assessed clearly documented formally approved consistently executed and fully evidenced in accordance with established procedures. Emphasis is placed on clear operating procedures approval traceability evidence retention and operational consistency rather than solution design system configuration or data analysis.

The role is hands‑on and execution‑oriented. The analyst performs structured intake documents business rationale and procedural requirements drafts and maintains operating procedures and job aids retains control evidence and supports audit and regulatory responses. Work is performed under established standards with defined escalation and senior‑level review for changes decisions and higher‑risk activities.

Key Responsibilities

Intake Change Governance & Documentation

• Serve as the first line of intake control for application and operational change requests.
• Assess incoming requests to confirm:
• Clear business purpose
• Appropriate urgency and impact
• Document request rationale scope and constraints in a standardized format and obtain required approvals on drafts before work proceeds.
• Produce clear procedural documentation including:
  • Business requirements
  • Process flows or step descriptions
  • Assumptions and dependencies
• Ensure all changes have documented approvals defined success criteria and traceable ownership.

Procedural Writing & Maintenance

• Draft revise and maintain standard operating procedures (SOPs) process narratives and job aids in partnership with process owners that clearly describe: 
  • What activities are performed
  • Who performs them
  • When approvals and reviews are required
  • What evidence must be retained
• Ensure procedures are: 
  • Clear structured and easy to follow
  • Consistent with established control standards
  • Aligned with actual operational practice according to process owner direction
• Conduct annual reviews of procedures to ensure they remain accurate current and fit for purpose.
• Incorporate approved changes into procedural documentation in a timely manner.

Business Support Execution

• Provide coverage for a centralized business support inbox or request queue.
• Triage operational requests and questions ensuring:
  • Clear categorization and prioritization
  • Assignment to appropriate owners
  • Timely responses and follow‑up
• Track requests from receipt through closure maintaining documentation of actions taken and outcomes achieved.
• Ensure work is executed in accordance with documented procedures and approval standards.

Controls Evidence & Audit Readiness

• Maintain control artifacts that demonstrate adherence to procedures approvals and operating standards.
• Assemble and organize evidence packages for Compliance Risk Audit and Regulatory inquiries.
• Ensure records are complete accurate reproducible and review‑ready.
• Identify procedural gaps or control weaknesses and escalate appropriately.

Qualifications Education Certifications and/or Other Professional Credentials

Required

• 2+ years of experience in front line or operational support process governance or control-oriented roles within a regulated or risk‑aware environment.
• Strong procedure writing and documentation skills with the ability to clearly articulate what is done why it is done and how it is governed.
• High attention to detail and consistency in executing repeatable well‑controlled processes.
• Demonstrated ability to manage multiple requests while maintaining intake discipline and documentation standards.
• Clear professional written communication skills suited for procedures approvals and audit evidence.

• Bachelor’s degree or equivalent experience.

  
  

Preferred

• Experience supporting operational change governance or procedural oversight.
• Exposure to audit compliance or risk management activities.
• Comfort operating within defined approval hierarchies and escalation frameworks.
• Demonstrated past job stability

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday – Friday: 8 AM-5 PM ET With Occasional OT

Equal Employment Opportunity

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 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. At Citizens we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit qualifications performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

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.

What We Do

As one of the oldest and largest financial services firms in the United States with a history dating back to 1828 we’re committed to providing solutions and expertise that support our customers clients colleagues and communities in what’s next on their own unique journey. We invest in the humans who build the logic ideas and innovations that bring new technologies to life. Investments in AI cloud computing machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us you’ll find a customer-centric culture and a supportive collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation

Why Work With Us

We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits plus a diverse culture of people and perspectives we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving and we believe you can too.

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