Online & Mobile Banking Operations Manager
RBS Citizens Financial Group - Cranston, RI

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Job Description

Job Title: Online & Mobile Banking Operations Manager
Job ID: 392262
Location: Cranston, RI
Full/Part Time: Full-Time
Regular/Temporary: Regular Return to Previous Page Responsibilities Online and Mobile are important channels for Citizens Bank. An overwhelming majority of our customers regularly engage with us in these channels to access their accounts, perform transactions, research products and communicate with our colleagues. We focus on creating compelling and differentiated customer experiences, delivering distinctive value to the consumer through investment in innovation and technology to ensure consumers have access to the tools that put them in control of their banking. The Channel Operations Manager as part of the Online & Mobile Banking Operations Team is responsible for insuring operational soundness for CFGs online and mobile banking applications, including Web Account Opening and the Website’s content management system. The individual will support the strategic operational plan for the digital banking platform that will insure strong risk management practices, oversight of compliance controls and fraud mitigation strategies. As the Channel Operations Manager, he/she will work with team channel managers and in a matrix environment across Risk, Technology, Operations and Vendor Management to build and manage services to maintain the platforms and to insure customer processes are executed efficiently and effectively. This leader will be primary lead working with Risk and Fraud Teams to drive regulatory risk compliance and mitigation for the channels. Description of Function :
Responsible for monitoring and managing security and risk of the channel operations and applications. Ensure adherence to internal risk policies and external regulatory guidelines through appropriate operational controls and conduct process reviews to drive continuous improvement.
Direct oversight to Operational Risk Management responsibilities including management of action plans and due dates of Channel ORC issues.
Business Continuity responsibilities for the Group including all alternate site testing and LDRPS maintenance.
Work with Incident Management teams to insure business recover processes are in place and functioning.
Performance oversight of the threat management and monitoring performed across technology and fraud teams.
SLA management and performance review with technology, operations and outside partners.
Support channel managers with multiple vendor relationships and contracts, establish shared goals and drive internal and external teams to achieve stated objectives and comply with Bank standards.
Drive process and procedure documentation management best practices across the Group
Leverage the channel analytics data to monitor and report on site performance, availability, utilization and customer experience. Working with channel managers and business partners to drive improvements to meet customer expectations.
Manage program level governance related to the execution of the online and mobile projects. Qualifications
Bachelor’s degree in Business, Finance, Marketing, or Computer Science required
Masters Degree – MBA Preferred
Experience / Background
10 + years of experience in Online Channel Management or Online Channel Operations
Prior experience in risk management and managing people in a direct reporting structure
5 + years experience in financial services industry
Strong Oral and Written communications
Proven ability to influence cross-functional teams
Ability to manage multiple initiatives
Facilitate the execution of a multi-channel strategy and influence investment Hours and Work Schedule Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM Equal Employment Opportunity It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state and/or local laws.

About this company
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RBS Citizens Financial Group, Inc. is a $122 billion commercial bank holding company. It is headquartered in Providence, R.I., and through...