Product Development Senior Business Support Analyst

The Product Development Senior Business Support Analyst supports the growth and modernization of the home mortgage business through effectively managing daily operational functions, minimizing operational risk, and participating in new product delivery and product enhancements. 

This role reports to the Home Mortgage Product Development team and will assist product subject matter experts for Home Mortgage channels including Retail and Correspondent.  They will work closely with product strategy partners, technology, experience owners and others to facilitate the delivery of new capabilities to support the home mortgage strategic roadmap.  As needed, they will engage with legal, risk and compliance partners to maintain an effective control environment.  

As the Sr. Business Analyst, you will work independently, and receive minimal guidance while, completing elements in the definition, required, design, build and delivery of a project or program. This may include analyzing business processes, identifying areas for improvement, and recommending solutions to enhance operational efficiency and effectiveness. You will also play a key role in project management and use best practices and knowledge of internal or external business issues to improve products or services. Additionally, you will collaborate with stakeholders to gather and document business requirements, translating them into functional specifications. By acting as a resource for other team members, you will create and foster a climate of continuous improvement in delivering projects, striving for excellence and contributing to the overall development of Citizens Change Management.

Scope of Responsibilities 

• Work with business, technology, finance, reconciliation, and communication teams to resolve mortgage customer-impacted events. 

• Responsible for reporting on the impact, developing tools to identify root cause, create reports to present reported product issues and assist in managing the end-to-end resolution and customer communication processes.  

• Responsible for project support and collaboration, which involves providing support to project teams, ensuring business requirements are accurately implemented. 

• Responsible for business process improvement, which involves analyzing existing processes and workflows to identify areas for improvement and developing and recommending solutions to enhance operational efficiency and effectiveness. 

• Assist in the management of initiatives prioritized through the Modern Operating Model that impact mortgage products.

• Leverage customer insights to drive improvements to existing processes. 

• Partner with internal stakeholders to implement, manage content changes/approvals, and support enhancements around home mortgage product changes. 

• Document controls, issues and resolution processes identified in the development lifecycle to ensure positive customer outcomes. 

• Lead project management effort to develop product development initiatives as assigned by department manager. 

• Facilitate engagement of required stakeholders and thorough/timely review of policy/product/process changes to ensure high quality output and reasonable time to market as assigned by department manager.

To be successful in this role the colleague must focus relentlessly on the customer experience, leverage strong communication skills to create alignment, gain buy-in, and translate that vision to viable execution plans and partner to deliver them with the goal of improving overall product performance and customer deepening. The colleague must be proactive in their approach, able to manage multiple priorities, and able to work well with internal departments to drive success. The individual must be detail oriented develop an intricate knowledge of mortgage operations and product functionality. They must be aware of compliance and regulatory requirements and be always in alignment with risk expectations. 

Qualifications 

• 3+ years Mortgage Banking and/ Project Management experience 

• Strong working knowledge of Relationship Management (RM), IMPACS (IM), Savings & Time (ST) 

• Advanced Word, PowerPoint and Excel skills 

• Ability to leverage MS CoPilot

• Analytical Thinking/Problem Solving

• Strong organizational skills

• Persistent questioning to fully understand complex issues 

• Ability to identify operational opportunities and eliminate process inefficiencies   

• Ability to manage projects 

• Working collaboratively with team members across line of business and staff areas 

• Ability to influence partners across lines of business 

• Creativity/Innovation 

• Ability to design and author communications and management reports 

• Persistent follow-through in execution of key projects 

• Experience in Agile/Hybrid environment preferred

• Education, Certifications and/or Other Professional Credentials  

• Bachelor’s degree in a related field or equivalent education/experience required

Hours & Work Schedule  

Hours per Week: 40 

Work Schedule: M-F 

Pay Transparency

The salary range for this position is $100,000 - $130,000 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 every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits . 

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.