Home Equity Ops Manager III

Description

Home Equity Operations Manager III
Location: Johnston, RI (Hybrid: 4 days in office, 1 day remote)
Hours: 40 per week - M-F
Level: First-line Manager

Overview
At Citizens, we’re more than a bank — we’re a team made ready to help people and businesses thrive. As the Home Equity Operations Manager III, you’ll lead a high-performing team responsible for payoff processing and closing quality control (QC) for home equity loans. This hands-on leadership role oversees ~19 colleagues across two functional areas, ensuring operational excellence, risk management, and a seamless customer experience.

Key Responsibilities

• Manage and coach a team of ~19 colleagues across Payoffs and Closing QC
• Conduct regular huddles, one-on-ones, and performance reviews
• Foster a collaborative, high-accountability culture
• Monitor daily production volumes and SLAs
• Assign work using multiple reporting systems and ensure timely completion
• Troubleshoot and resolve issues in real-time, including urgent closing document corrections
• Ensure accuracy of closing documents, vesting, title, and payoff amounts
• Maintain a strong control environment and mitigate operational risks
• Make judgment calls on closing exceptions and escalate as needed
• Partner with underwriting, processing, and servicing teams to resolve file discrepancies
• Support continuous improvement of the digital origination platform and customer experience

Qualifications

• Experience in home equity, mortgage, or title operations strongly preferred
• Prior people management or team lead experience required
• Strong understanding of closing documentation, title review, and payoff processes
• Proficiency in internal systems such as Empower, Mainframe, Finesse, and other bank platforms
• Excellent communication, organizational, and problem-solving skills
• Ability to thrive in a fast-paced, in-office environment with high collaboration

Preferred Background

• Experience in retail banking, call center operations, or mortgage/title companies
• Familiarity with SLAs, KPIs, and production reporting
• Strong attention to detail and ability to manage urgent, high-impact tasks

Pay Transparency

The salary range for this position is $75,000-90,000 per year. Actual pay is based on various factors including but not limited to the 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 very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

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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.