Business Support Manager I- Private Wealth
Citizens, Johnston, RI, United States
Job Summary
The Business Support Manager I supports Private Wealth operations by owning intake discipline, procedural documentation, and operational control execution for business support requests, process changes, and compliance inquiries.
Description
This role is intentionally control‑focused. The analyst ensures that requests are appropriately assessed, clearly documented, formally approved, consistently executed, and fully evidenced in accordance with established procedures. Emphasis is placed on clear operating procedures, approval traceability, evidence retention, and operational consistency, rather than solution design, system configuration, or data analysis. The role is hands‑on and execution‑oriented, performing structured intake, documenting business rationale and procedural requirements, drafting and maintaining operating procedures and job aids, retaining control evidence, and supporting audit and regulatory responses. Work is performed under established standards with defined escalation and senior‑level review for changes, decisions, and higher‑risk activities.
Key Responsibilities
Intake, Change Governance & Documentation
Serve as the first line of intake control for application and operational change requests.
Assess incoming requests to confirm: clear business purpose; appropriate urgency and impact.
Document request rationale, scope, and constraints in a standardized format and obtain required approvals on drafts before work proceeds.
Produce clear, procedural documentation including:
Business requirements
Process flows or step descriptions
Assumptions and dependencies
Ensure all changes have documented approvals, defined success criteria, and traceable ownership.
Procedural Writing & Maintenance
Draft, revise, and maintain standard operating procedures (SOPs), process narratives, and job aids in partnership with process owners that clearly describe what activities are performed, who performs them, when approvals and reviews are required, and what evidence must be retained.
Ensure procedures are clear, structured, and easy to follow; consistent with established control standards; and aligned with actual operational practice according to process owner direction.
Conduct annual reviews of procedures to ensure they remain accurate, current, and fit for purpose.
Incorporate approved changes into procedural documentation in a timely manner.
Business Support Execution
Provide coverage for a centralized business support inbox or request queue.
Triage operational requests and questions, ensuring clear categorization and prioritization, assignment to appropriate owners, and timely responses and follow‑up.
Track requests from receipt through closure, maintaining documentation of actions taken and outcomes achieved.
Ensure work is executed in accordance with documented procedures and approval standards.
Controls, Evidence & Audit Readiness
Maintain control artifacts that demonstrate adherence to procedures, approvals, and operating standards.
Assemble and organize evidence packages for Compliance, Risk, Audit, and Regulatory inquiries.
Ensure records are complete, accurate, reproducible, and review‑ready.
Identify procedural gaps or control weaknesses and escalate appropriately.
Required Qualifications
2+ years of experience in front line or operational support, process governance, or control‑oriented roles within a regulated or risk‑aware environment.
Strong procedure writing and documentation skills, with the ability to clearly articulate what is done, why it is done, and how it is governed.
High attention to detail and consistency in executing repeatable, well‑controlled processes.
Demonstrated ability to manage multiple requests while maintaining intake discipline and documentation standards.
Clear, professional written communication skills suited for procedures, approvals, and audit evidence.
Bachelor’s degree or equivalent experience.
Preferred Qualifications
Experience supporting operational change governance or procedural oversight.
Exposure to audit, compliance, or risk management activities.
Comfort operating within defined approval hierarchies and escalation frameworks.
Demonstrated past job stability.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday – Friday: 8 AM-5 PM ET with occasional OT
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.
Why Work for Us
At 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 growth.
Posting End Date: 04/30/2026
#J-18808-Ljbffr
The Business Support Manager I supports Private Wealth operations by owning intake discipline, procedural documentation, and operational control execution for business support requests, process changes, and compliance inquiries.
Description
This role is intentionally control‑focused. The analyst ensures that requests are appropriately assessed, clearly documented, formally approved, consistently executed, and fully evidenced in accordance with established procedures. Emphasis is placed on clear operating procedures, approval traceability, evidence retention, and operational consistency, rather than solution design, system configuration, or data analysis. The role is hands‑on and execution‑oriented, performing structured intake, documenting business rationale and procedural requirements, drafting and maintaining operating procedures and job aids, retaining control evidence, and supporting audit and regulatory responses. Work is performed under established standards with defined escalation and senior‑level review for changes, decisions, and higher‑risk activities.
Key Responsibilities
Intake, Change Governance & Documentation
Serve as the first line of intake control for application and operational change requests.
Assess incoming requests to confirm: clear business purpose; appropriate urgency and impact.
Document request rationale, scope, and constraints in a standardized format and obtain required approvals on drafts before work proceeds.
Produce clear, procedural documentation including:
Business requirements
Process flows or step descriptions
Assumptions and dependencies
Ensure all changes have documented approvals, defined success criteria, and traceable ownership.
Procedural Writing & Maintenance
Draft, revise, and maintain standard operating procedures (SOPs), process narratives, and job aids in partnership with process owners that clearly describe what activities are performed, who performs them, when approvals and reviews are required, and what evidence must be retained.
Ensure procedures are clear, structured, and easy to follow; consistent with established control standards; and aligned with actual operational practice according to process owner direction.
Conduct annual reviews of procedures to ensure they remain accurate, current, and fit for purpose.
Incorporate approved changes into procedural documentation in a timely manner.
Business Support Execution
Provide coverage for a centralized business support inbox or request queue.
Triage operational requests and questions, ensuring clear categorization and prioritization, assignment to appropriate owners, and timely responses and follow‑up.
Track requests from receipt through closure, maintaining documentation of actions taken and outcomes achieved.
Ensure work is executed in accordance with documented procedures and approval standards.
Controls, Evidence & Audit Readiness
Maintain control artifacts that demonstrate adherence to procedures, approvals, and operating standards.
Assemble and organize evidence packages for Compliance, Risk, Audit, and Regulatory inquiries.
Ensure records are complete, accurate, reproducible, and review‑ready.
Identify procedural gaps or control weaknesses and escalate appropriately.
Required Qualifications
2+ years of experience in front line or operational support, process governance, or control‑oriented roles within a regulated or risk‑aware environment.
Strong procedure writing and documentation skills, with the ability to clearly articulate what is done, why it is done, and how it is governed.
High attention to detail and consistency in executing repeatable, well‑controlled processes.
Demonstrated ability to manage multiple requests while maintaining intake discipline and documentation standards.
Clear, professional written communication skills suited for procedures, approvals, and audit evidence.
Bachelor’s degree or equivalent experience.
Preferred Qualifications
Experience supporting operational change governance or procedural oversight.
Exposure to audit, compliance, or risk management activities.
Comfort operating within defined approval hierarchies and escalation frameworks.
Demonstrated past job stability.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday – Friday: 8 AM-5 PM ET with occasional OT
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.
Why Work for Us
At 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 growth.
Posting End Date: 04/30/2026
#J-18808-Ljbffr