Business Support Manager I- Private Wealth

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.

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. The analyst performs structured intake, documents business rationale and procedural requirements, drafts and maintains operating procedures and job aids, retains control evidence, and supports 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
  • What evidence must be retained
• Ensure procedures are: 
  • Clear, structured, and easy to follow
  • Consistent with established control standards
  • 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
  • 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.

Qualifications, Education, Certifications and/or Other Professional Credentials

Required

• 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

• 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.

Equal Employment and Opportunity Employer

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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.