Mortgage Initiative Senior Manager - Servicing and Default

Description

As part of our team, you're made ready for a fulfilling career with exciting challenges, meaningful opportunities to influence business outcomes, and the ability to drive change across one of the Bank's most important business areas.

The Property Secured Business Execution Team is responsible for driving operational excellence, strategic execution, and continuous improvement across Property Secured Lending. The team partners closely with Servicing, Default, Technology, Risk, Compliance, and Operations leaders to identify opportunities, prioritize investments, and ensure initiatives are delivered effectively and efficiently.

The Senior Initiative Manager serves as a strategic business partner responsible for leading complex, cross-functional initiatives that advance business objectives, improve operational performance, and support long-term growth. Reporting to the Vice President of Business Execution, this individual will drive execution across multiple workstreams, influence decision-making, and help ensure the organization successfully delivers key strategic priorities.

Most importantly, at Citizens we're more than a bank—you'll be valued for who you are and supported in achieving what's important to you, both personally and professionally.

Primary Responsibilities

• Lead complex, cross-functional initiatives that support Property Secured strategic priorities, operational excellence objectives, and regulatory commitments.
• Partner with leaders across Servicing, Default, Operations, Technology, Risk, Compliance, and Finance to define business needs, align priorities, and deliver solutions.
• Serve as the business lead for key strategic, capital, and operational improvement initiatives from planning through implementation.
• Drive initiative execution by developing project plans, identifying dependencies, managing risks, tracking milestones, and ensuring successful delivery of business outcomes.
• Translate business challenges and strategic objectives into actionable recommendations and executable implementation plans.
• Identify process, technology, and operational improvement opportunities that enhance efficiency, scalability, customer experience, and risk management.
• Develop and present executive-level communications, status updates, business cases, and decision materials for leadership review.
• Facilitate working sessions and stakeholder meetings to build consensus, resolve issues, and drive decision-making.
• Monitor initiative performance and benefits realization, ensuring expected outcomes are achieved and sustained.
• Proactively identify and mitigate risks, issues, and barriers to execution while escalating concerns appropriately.
• Support strategic planning, prioritization, and intake processes by evaluating opportunities against business objectives and resource constraints.
• Influence stakeholders across multiple functions without direct authority while fostering strong partnerships and accountability.
• Contribute to the development of execution standards, governance practices, and continuous improvement methodologies within the Business Execution team.

Required Qualifications

• Bachelor's Degree or equivalent combination of education and experience.
• 5+ years of experience in business transformation, program management, project management, change management, business execution, operations, consulting, or related disciplines.
• Experience leading large-scale, cross-functional initiatives in a complex business environment.
• Demonstrated ability to influence stakeholders and drive outcomes across multiple organizational levels.
• Strong analytical, problem-solving, and strategic thinking capabilities.
• Experience developing executive presentations, business cases, strategic recommendations, and implementation plans.
• Ability to assess, identify, and proactively mitigate risks while balancing business priorities and organizational objectives.
• Exceptional communication, facilitation, and relationship management skills.
• Strong organizational and planning skills with the ability to manage multiple priorities simultaneously.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Word, and Visio.

Preferred Qualifications

• Experience within Mortgage Servicing, Default Management, Consumer Lending, Financial Services, or Operations.
• Experience supporting capital-funded initiatives, technology implementations, or enterprise transformation programs.
• Knowledge of business process improvement methodologies, including Lean, Agile, or Six Sigma principles.
• PMP, Lean Six Sigma, Agile, Change Management, or related certification.
• Experience working within highly regulated environments.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday through Friday, 8:00 AM – 5:00 PM

Pay Transparency

The salary range for this position is $91,000 - $132,000 per year. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit  https://jobs.citizensbank.com/benefits .

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

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.