Home Mortgage Senior Business Support Manager

Description

As a Senior Business Support Manager supporting the Mortgage business, this role is responsible leading internal sales communications, colleague engagement, and change management to support transformation initiatives and adoption of new ways of working.

This role plays a critical part in evolving the operating model by supporting key functional areas including Sales Strategy, Process Optimization, Sales Enablement, Analytics, Change Management, Talent Development, and Platform Delivery. This may cover activities such as facilities, space planning and moves, systems development and support. The incumbents decisions are generally guided by policies resources and business plans, and she / he may receive moderate guidance from a manager. Incumbents may also be responsible for budgeting, forecasting, and monitoring the infrastructure area costs and may also be involved in strategic business planning and change management initiatives. Liaising with the other business areas such as human resources, legal & compliance, and operations may also be an integral part of the role. Guided by department policies, resource requirements, budgets and the business, the incumbent is responsible for the oversight and strategic management of the sales strategy to support execution, develop sales tools, and enable field performance through training and coaching support. In conjunction with Division Management the incumbent brings all deliverables to implementation in an agreed schedule, facilitating Retail and Virtual loan officer’s marketing efforts to their current ‘book-of-business’ across social media, email, and other digital platforms. The incumbent oversees all Business Unit Manager duties for the business as well as manage aspects of the HR function and space planning to support the department.

Responsibilities
The incumbent is responsible for the development and execution of sales strategy that is aligned with the organization’s goals and objectives and collaboration with stakeholders to define and prioritize business support initiatives. Additionally, the incumbent may also be responsible for team leadership and management, where the incumbent leads and manages a team of business support professionals, providing guidance, coaching, and performance feedback. In addition to providing guidance, coaching, and performance feedback, the incumbent also assigns tasks, monitors progress, and ensures the timely completion of deliverables. The incumbent is also responsible for stakeholder engagement and process improvement leading mortgage team’s engagement and collaboration with Retail branch network and Wealth management teams to drive mortgage production through these partnerships. Lastly, the incumbent is responsible for business support and delivery, which includes the smooth and efficient delivery of business support services to internal stakeholders and the monitoring of service levels, analyzing of metrics and implementation of measures to enhance service quality and efficiency.

•         Lead mortgage-aligned marketing strategy, including development of integrated campaigns, creative assets, and customer-segment-focused messaging
•         Partner with Sales Strategy to support execution, develop sales tools, and enable field performance through training and coaching support
•         Drive end-to-end campaign orchestration and optimize marketing and sales processes, including CRM (Salesforce) enhancements
•         Deliver management reporting, dashboards, and actionable insights to inform strategy, improve performance, and optimize ROI
•         Lead internal communications, colleague engagement, and change management to support transformation initiatives and adoption of new ways of working
•         Support onboarding, training, and career development initiatives while managing tools, platforms, and key programs (e.g., pricing, vendors, audit readiness)

Required Qualifications
•    7+ years of experience in marketing strategy, sales enablement, or business operations within financial services or a regulated industry
•    Proven experience aligning marketing strategy with sales execution and business transformation initiatives
•    Strong cross-functional leadership experience across sales, product, analytics, risk, and operations
•    Demonstrated ability to integrate marketing, analytics, and operational processes to drive performance improvement
•    Experience with CRM platforms (e.g., Salesforce), campaign orchestration, and marketing workflow tools
•    Experience supporting or driving change management and organizational transformation efforts
•    Strong analytical and problem-solving skills with ability to translate insights into actionable strategies
•    Experience managing vendors, audits, and governance processes

Preferred Qualifications
•    Mortgage or lending industry experience with understanding of sales models (Retail, Consumer Direct/VLO)
•    Experience supporting sales enablement or sales strategy functions within a matrixed organization
•    Familiarity with mortgage origination platforms, pricing tools, and marketing technologies
•    Experience developing training programs, onboarding frameworks, or career pathing initiatives
•    Demonstrated success improving sales productivity, marketing effectiveness, or operational efficiency
•    Experience supporting large-scale transformation initiatives or operating model redesign

Key Capabilities for Success
•    Strategic thinking with the ability to balance transformation and day-to-day execution
•    Strong collaboration and influencing skills across senior stakeholders
•    Data-driven mindset with focus on measurable outcomes
•    Ability to operate in ambiguity and lead through change
•    Organizational and program management excellence

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday in Johnston, RI, Marlton, NJ or Irving, TX

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.