Business Support Manager I

The colleague serves as the primary business support resource and subject matter expert for the Construction-to-Permanent (CtP) lending program. This role is responsible for supporting program governance, policy and procedure management, risk oversight, and operational execution. The position partners closely with Sales, Credit Risk, Project Review, Legal, Operations, and Draw Administration to ensure consistent application of program requirements and successful loan execution throughout the construction loan lifecycle.

Key responsibilities include maintaining and enhancing CtP program governance, providing guidance on complex loan scenarios, supporting policy alignment, facilitating certification training, and advising stakeholders on construction lending risks, exceptions, and operational challenges.

Primary responsibilities include

• Provide consultative support to Project Review and business partners, including guidance on loan scenarios, contract reviews, draw schedules, and project budget evaluations.
• Collaborate with stakeholders across Credit Risk, Operations, Servicing, Legal, and Sales to ensure program requirements remain current, effective, and aligned with business objectives.
• Evaluate non-standard transactions and exception requests, recommend appropriate solutions, and support decisions consistent with CtP policies and established risk parameters.
• Maintain CtP certification materials and facilitate training sessions and webinars for program participants.
• Serve as a subject matter expert and trusted resource for associates and business partners across the organization.
• Identify trends, risks, and emerging issues, and communicate findings and recommendations to leadership.
• Maintain and enhance program documentation, procedures, controls, and governance materials.
• Support continuous improvement initiatives to strengthen program effectiveness, risk management, and operational efficiency.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 5-10 years of experience supporting Construction-to-Permanent (CtP) lending programs and products.

• Demonstrated confidence and professional courage to hold sales teams and sales leadership accountable to program requirements. 

• Strong organizational, planning, and leadership skills, with the ability to manage priorities, resolve challenges, build relationships, and influence stakeholders.

• Demonstrated decision-making and problem-solving skills, including the ability to evaluate complex situations and provide well-supported recommendations.

• Strong analytical and research capabilities, with the ability to identify trends, interpret data, and assess business impacts.

• Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
• Excellent written and verbal communication skills. Experience working effectively within a collaborative, matrixed environment involving Operations, Credit Risk Management, Sales, and other cross-functional partners. 
• Direct experience in construction lending, including draw administration, project review, processing, underwriting, and loan closing activities.
• Knowledge of construction lending risk management practices, policies, and regulatory requirements.
• Experience supporting program governance, policy development, and operational process improvement initiatives.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M_F 8-5

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.