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Commercial Operations Loan Department Manager

Commercial Banking

Medford, Massachusetts; Johnston, Rhode Island; Riverside, Rhode Island


At Citizens, we are more than a bank! Here, you will experience new things, create new opportunities, think beyond role, and make an impact! In the Commercial Ops Loan Department Manager, you will manage a team of specialists that analyze and execute a wide range of commercial lending operational processes, including multimillion dollar transactions with aggressive timeframes. Additionally, you will oversee and enforce risk mitigation controls, maintaining a high level of data stewardship, adhering to Bank policies, procedures and regulatory requirements, while ensuring exceptional customer service to commercial and small business clients. You will utilize subject matter expertise in credit policy, regulations, accounting principles, loan terms and conditions, including credit agreements, notes, guarantees, and collateral is required. It is expected that you have extensive commercial loan experience and can independently perform responsibilities with limited direction. It is important to note that colleagues performing this role may be located in multiple state/bank locations, and minimal travel may be required. Most importantly, as part of our team, you are made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

Primary responsibilities include

  • People Management: Provides positive feedback and recognition, highlighting successes and sharing best practices.
  • Assesses individual performance accurately and provides timely feedback.
  • Rewards individual success.
  • Coach colleagues to drive performance improvement and use personal development plans to help individuals review development and measure improvements in performance.
  • Assigns stretch opportunities to promote colleague development.
  • Customer Expectations: Independently initiate and execute commercial loan transactions with a high level of accuracy that meet customer and business partner expectations.
  • Regularly engage with commercial loan customers or their representatives.
  • Prioritize work in a time sensitive manner.
  • Resolve complex customer issues with minimal guidance, escalating as appropriate.
  • Customer base includes those with specialized service requirements and subsequently, additional compliance requirements.
  • Demonstrate understanding of commercial lending products as well as market verticals.
  • Model behaviors that exemplify superior customer service for junior associates and less experienced colleagues.
  • Risk & Control: Adhere to regulatory (federal and state) as well as corporate policy requirements for commercial lending, credit risk and operational risk.
  • Create procedural controls to maintain a high level of data quality and a state of internal and external audit readiness.
  • Develop activities that ensure that key performance indicators and service levels are met.
  • Identify and manage issues that present unnecessary risk to customers and Citizens.
  • Initiate corrective action to remediate inaccuracies or exceptions with customer or bank impact.
  • Stakeholder Management: Support business partner expectations by creating feedback mechanisms to improve customer and colleague satisfaction as well as risk management.
  • Collaborate with business line partners on customer, departmental and corporate initiatives.
  • Influence decision makers by persuasively presenting thoughts and ideas to gain commitment and agreement on proposed solutions.
  • Projects/Process: Lead continuous improvement and data quality activities as well as change initiatives to align function with corporate and departmental goals.
  • Ensure all project deliverables.
  • Communicate progress to project stakeholders and describe cost, benefits, and impact of activities.

Qualifications, Education, Certifications and/or Other Professional Credentials

  • 2-5 previous management experience required
  • Collateral experience required
  • Previous paralegal background preferred
  • Problem solving
  • Presentation skills
  • Strong verbal and written communication skills
  • College Degree

Hours & Work Schedule

  • 40 Hours per Week:

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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.


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Human Rights Campaign Corporate Equality Index 100 Award


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Top Regional Company for Diversity


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