Citizens Bank Consumer Operations Supervisor I in Glen Allen, Virginia


The Operations Supervisor I oversees and supports the day-to-day department production actives which include cross training, control, and audit activities, production, and quality control. Facilitates departmental workflow, ensures that work is properly safeguarded and controlled in accordance with banking policies and procedures. Provides guidance, training and leadership to team members. Ensures work adheres to regulations and ensures compliance to CFG policies, departmental policies, risk avoidance standards and SLAs. Track and report key department metrics. Provide input, motivate, incent, and rewarded desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities:

Business Management & Planning: Be aware and understand business objectives and how this relates to the role. Oversee and support the day-to-day department production activities.

Process/Continuous Improvement: Contribute to the improvement of the customer experience. To encourage and respond to process improvement ideas from team members.

Managing Change: Be flexible to react and/or implement change initiatives.

Customer Service: Be a role model to drive customer service values.

Risk Management: Identify, minimize, and escalate risk where appropriate. Team Leadership: ensure team members have a clear idea of what is expected of them and to what standard. Provide a team supportive environment.

Recruitment & Induction: to assist in the on boarding of new team members so that they can be effective in their new role as quickly as possible.

Team Development: actively participate in supporting and training team members to achieve individual and department goals.

Performance Management: provide input in the performance review process.Will assist team members in achieving the objectives and targets linked to the business goals and ensure appropriate behaviors are demonstrated ("what" is expected and "how" they are expected to achieve objectives).


  • Solid interpersonal and communication skills

  • Solid organization skills

  • Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.

  • Solid PC skills

  • Intermediate knowledge MS Excel

  • Intermediate knowledge PowerPoint/Visio

  • Intermediate knowledge of MS Word

  • Solid time management skills

  • Sound written and verbal skills

  • Solid professional customer service orientation

  • Ability to support others through development and coaching

  • Strong problem solving skills and analytical skills

  • Strong understanding of the compliance/regulatory environment

  • Associate Degree required

  • 2 + years Operations experience, experience managing workflow process

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday

Why Work with 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.

Equal Employment Opportunity

It is the policy of Citizens Bank and Citizens Securities, Inc. 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 category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

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