DescriptionAs an Implementation Analyst in Private Bank Operations, you will be responsible for directing all aspects of cash management product/service set-up for new and existing clients of the Private Bank. You will act as a point of contact for Bankers supporting a customized plan for each client, and direct required internal partners (i.e., legal, product, operations, technology, risk, and sales) to ensure delivery of products and services are completed within agreed upon timeframes, with full ownership of the end-to-end process.Primary responsibilities include:
Independently manage deliverables from the Private Bank team including Product requests, engagement with New Account Setup Unit (NASU), Operations, and Client Experience Teams. Routinely manages the complex implementations supporting high net worth clients.
Perform post implementation reviews satisfaction, product usage, and customer billing reviews and provide feedback to Private Bank colleagues. Lead training sessions with client as needed via webinars, on phone, and in person for one/one interaction on more complex products.
Proactively participate in process improvement sessions required to enhance the client experience.
Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes, and technologies. Provide feedback and advice on modifications of Treasury Solutions products and proactively identify and communicate process improvement opportunities. Represent Private Bank Operations on working groups for new products, enhancements to products, and improvements to business processes.
Train and mentor less experienced implementation managers. Serve as “resident expert” on product setups. Be willing to join/lead training sessions with the bankers as needed via Teams, on Phone or potentially in person to ensure superior service is delivered to clients. May involve travel to sites in some cases.
Consistently deliver to a high degree and maintain a solutions-oriented attitude each day contributing to a productive and collaborative work environment.
Qualifications: Required Skills/Experience:
5+ years relevant banking experience with an operations or customer service team
Ability to effectively communicate with across business units
Ability to plan and prioritize workload to meet critical SLAs
Experience implementing change and process improvements
Ability to develop relationships with business partners to ensure objectives are met and clients have the best possible experience
Ability to understand technical aspects of product/service, both from a functionality perspective but also from an operations/setup perspective and be able to articulate it to a less technical audience (Bankers and Clients)
Effectively handles multiple priorities with efficiency and accuracy
Fluency in Microsoft applications including advanced Outlook, Excel, Word and Power Point.
Ability to work under minimal supervision and work well under pressure
Hours & Work Schedule:Hours: 40/weekSchedule: Monday – Friday 8:00 am-5:30pm Hybrid - 3 days in office, 2 days work from homeSome 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 OpportunityAt 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 EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growthBackground CheckAny 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.