Description Home Equity Operations Manager III Location: Johnston, RI (Hybrid: 4 days in office, 1 day remote) Hours: 40 per week - M-F Level: First-line Manager Overview At Citizens, we’re more than a bank — we’re a team made ready to help people and businesses thrive. As the Home Equity Operations Manager III, you’ll lead a high-performing team responsible for payoff processing and closing quality control (QC) for home equity loans. This hands-on leadership role oversees ~19 colleagues across two functional areas, ensuring operational excellence, risk management, and a seamless customer experience. Key Responsibilities + Manage and coach a team of ~19 colleagues across Payoffs and Closing QC + Conduct regular huddles, one-on-ones, and performance reviews + Foster a collaborative, high-accountability culture + Monitor daily production volumes and SLAs + Assign work using multiple reporting systems and ensure timely completion + Troubleshoot and resolve issues in real-time, including urgent closing document corrections + Ensure accuracy of closing documents, vesting, title, and payoff amounts + Maintain a strong control environment and mitigate operational risks + Make judgment calls on closing exceptions and escalate as needed + Partner with underwriting, processing, and servicing teams to resolve file discrepancies + Support continuous improvement of the digital origination platform and customer experience Qualifications + Experience in home equity, mortgage, or title operations strongly preferred + Prior people management or team lead experience required + Strong understanding of closing documentation, title review, and payoff processes + Proficiency in internal systems such as Empower, Mainframe, Finesse, and other bank platforms + Excellent communication, organizational, and problem-solving skills + Ability to thrive in a fast-paced, in-office environment with high collaboration Preferred Background + Experience in retail banking, call center operations, or mortgage/title companies + Familiarity with SLAs, KPIs, and production reporting + Strong attention to detail and ability to manage urgent, high-impact tasks Pay Transparency The salary range for this position is $75,000-90,000 per year. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits. #LI-Citizens1 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 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 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.