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Digital Operations Specialist
Citizens Bank
Dedham, MA, United States
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Description
As a Digital Operations Specialist working for the Digital & Direct Response Marketing department, you’ll help support our current award winning mobile application, online banking platform, public facing websites and social media presence, as well as the next generation of digital services for millions of consumers. This role will support the creation and maintenance of a robust control environment and promote a culture focused on risk management and operational excellence.
This critical role will report directly to the Head of Digital Operations. It will be responsible for proactively driving continuous improvement and identifying risks including operational risks, fraud, gaps against policy and regulation, and ultimately, manage the remediation or acceptance of those risks. Their work will not only be key in identifying and remediating risks but will also support managing such disciplines as Business Continuity, Disaster Recovery, Information Security, Vendor Management and sound Application Management. By effectively managing these disciplines the Digital Operations team helps to ensure the Digital & Direct Response Marketing team can achieve business objectives in a prudent manner and deliver safe & secure digital experiences for our customers.
This role will work cross-functionally with key internal partners and vendors. They will support the channel’s multi-year strategic roadmap from an operational perspective by participating in projects, making recommendations, liaising with key support partners and educating the wider team on industry trends and solutions. Key responsibilities include:
Effectively manage all risk issues owned by the channels. (i.e. Self-identified, GIA, regulatory, etc) ensuring proper risk articulation and timely remediation
Proactively identify gaps that introduce risk to the customer and/or the bank. Effectively manage the day-to-day operations of such disciplines as BCP, DR, Information Security and Application Management
Working with product owners to develop and refine product roadmaps with a specific focus on ensuring we develop and source best in class authentication and fraud prevention tools and processes.
Assisting the Head of Digital Operations in the development of the framework for Business Risk Management as well as working within that framework to identify and remediate risk issues
Ensuring proactive, cross-functional collaboration with regards to understanding and managing the risk agenda.
A successful candidate will be a recognized thought leader with a proven ability to develop proactive risk mitigation strategies, maintain understanding of current industry trends impacting Digital Banking, Digital Sales and Digital Marketing businesses and maintain a broad network of industry leaders including familiarity with key vendors providing critical services.
Qualifications
Required:
• Bachelor’s Degree in business, technology or equivalent experience
• 5-10 years of experience supporting digital products and channels from one or more of the following areas: Risk Management, Information Security, Fraud Prevention, Product Ownership, Operations Management
Preferred:
• Financial services experience
• Familiarity with Archer GRC platform
Hours & Work Schedule
Hours per Week: 40
Work Schedule: M-F
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 and Opportunity Employer/Disabled/Veteran
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.
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