Consumer Call Monitoring Manager

{
  "content_hash": "2489acf371cc821c00f34c00d7bdee3ce2fbcaa2f66ed3abe02b260a36e53cb8",
  "source_hash": "b73a46e337e526b1488e0f70c3f70f01952804312c12937576b021648f62b3f9",
  "last_changed_at": "2026-05-31T18:16:30.444Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "United States",
    "city": null,
    "region": null,
    "country": "United States",
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T11:47:34.941Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "United States",
      "city": null,
      "region": null,
      "country": "United States",
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "day",
  "workplace_type": "on_site",
  "salary_currency": null
}

{}

{
  "detail": {
    "Id": "44941",
    "Title": "Consumer Call Monitoring Manager",
    "media": [],
    "skills": [
      {
        "Skill": "Analytical Reasoning",
        "SectionName": "Skills"
      },
      {
        "Skill": "Continuous Improvement",
        "SectionName": "Skills"
      },
      {
        "Skill": "Curiosity",
        "SectionName": "Skills"
      },
      {
        "Skill": "Customer Service",
        "SectionName": "Skills"
      },
      {
        "Skill": "Customer-Centricity",
        "SectionName": "Skills"
      },
      {
        "Skill": "Data Gathering and Analysis",
        "SectionName": "Skills"
      },
      {
        "Skill": "Fostering Inclusion",
        "SectionName": "Skills"
      },
      {
        "Skill": "Industry Insight",
        "SectionName": "Skills"
      },
      {
        "Skill": "Motivating Others",
        "SectionName": "Skills"
      },
      {
        "Skill": "Operational Excellence",
        "SectionName": "Skills"
      },
      {
        "Skill": "Operational Risk",
        "SectionName": "Skills"
      },
      {
        "Skill": "Persistence and Tenacity",
        "SectionName": "Skills"
      },
      {
        "Skill": "Process Optimization",
        "SectionName": "Skills"
      },
      {
        "Skill": "Project Management",
        "SectionName": "Skills"
      },
      {
        "Skill": "Quality Assurance (QA)",
        "SectionName": "Skills"
      },
      {
        "Skill": "Regulatory Compliance",
        "SectionName": "Skills"
      },
      {
        "Skill": "Risk Management Framework",
        "SectionName": "Skills"
      },
      {
        "Skill": "Team Well-Being",
        "SectionName": "Skills"
      },
      {
        "Skill": "Technology Quotient",
        "SectionName": "Skills"
      },
      {
        "Skill": "Valuing Diversity and Inclusion​",
        "SectionName": "Skills"
      }
    ],
    "JobType": null,
    "Category": "Servicing & Operations",
    "JobGrade": null,
    "JobLevel": null,
    "JobShift": "1st",
    "WorkDays": null,
    "WorkHours": null,
    "WorkYears": null,
    "Department": null,
    "HotJobFlag": false,
    "StudyLevel": "High School Graduate/GED",
    "WorkMonths": null,
    "WorkerType": null,
    "GeographyId": 300000000258626,
    "JobFamilyId": 300000274088464,
    "JobFunction": "General Business Operations",
    "JobSchedule": "Full time",
    "BusinessUnit": null,
    "ContractType": null,
    "Organization": null,
    "TrendingFlag": false,
    "workLocation": [
      {
        "Country": "US",
        "Region1": null,
        "Region2": "RI",
        "Region3": null,
        "Building": null,
        "Latitude": "41.82716",
        "Longitude": "-71.50024",
        "LocationId": 300000079406860,
        "PostalCode": "02919",
        "TownOrCity": "Johnston",
        "AddressLine1": "One Citizens Bank Way",
        "AddressLine2": null,
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "RI-Johnston-One Citizens Bank Way"
      }
    ],
    "ContentLocale": "en",
    "HiringManager": null,
    "LegalEmployer": null,
    "RequisitionId": 300000525119141,
    "WorkplaceType": "",
    "BusinessUnitId": 100000000312303,
    "OrganizationId": 1,
    "GeographyNodeId": 300000203664228,
    "JobFunctionCode": "GNS",
    "LegalEmployerId": 300000001777001,
    "PrimaryLocation": "United States",
    "RequisitionType": "Professional",
    "NumberOfOpenings": null,
    "WorkplaceTypeCode": null,
    "BeFirstToApplyFlag": false,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ExternalContactName": null,
    "ShortDescriptionStr": "",
    "ExternalContactEmail": null,
    "ExternalPostedEndDate": null,
    "OtherRequisitionTitle": null,
    "requisitionFlexFields": [
      {
        "Value": "40",
        "Prompt": "Working Hours",
        "ControlType": "TextArea",
        "SequenceNumber": 1
      },
      {
        "Value": "Operations",
        "Prompt": "Career Site Category",
        "ControlType": "SingleChoiceList",
        "SequenceNumber": 11
      }
    ],
    "ApplyWhenNotPostedFlag": true,
    "DomesticTravelRequired": null,
    "ExternalDescriptionStr": "<p>The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality assurance) program to ensure consistent, accurate, and risk‑aware evaluation of customer interactions. This role partners closely with business leaders, operations, compliance, and training teams to drive quality outcomes, strengthen controls, and enable effective coaching through actionable insights. The ideal candidate brings strong people leadership, attention to detail, collaboration, and sound risk acumen in a regulated environment.</p><p><span style=\"font-size: 12pt; line-height: 107%;\"><strong>Primary responsibilities include</strong></span></p><p><strong>People &amp; Program Management</strong></p><ul style=\"list-style-type: disc;\"><li>Lead, coach, and develop a team of call monitoring professionals, setting clear expectations and ensuring consistent execution of monitoring standards.</li><li>Manage workloads, prioritize deliverables, and ensure monitoring coverage meets established requirements and service levels.</li><li>Foster a culture of accountability, continuous improvement, and quality excellence.</li></ul><p><strong>Call Monitoring &amp; Quality Oversight</strong></p><ul style=\"list-style-type: disc;\"><li>Oversee the execution of call monitoring evaluations to ensure accuracy, consistency, and adherence to approved criteria and scorecards.</li><li>Ensure calibration activities are completed regularly to maintain alignment across evaluators and business partners.</li><li>Review trends, themes, and outliers to identify areas of risk, process gaps, and coaching opportunities</li></ul><p><strong>Business Partnership</strong></p><ul style=\"list-style-type: disc;\"><li>Serve as a trusted partner to operations, training, and business line leaders by translating call monitoring results into clear, actionable insights.</li><li>Collaborate on updates to monitoring criteria, definitions, and processes to reflect evolving business needs and regulatory expectations.</li><li>Support coaching and performance improvement efforts by ensuring feedback is timely, balanced, and well‑documented</li></ul><p><strong>Risk &amp; Control Mindset</strong></p><ul style=\"list-style-type: disc;\"><li>Apply strong risk acumen to identify potential compliance, operational, or customer‑impact risks through call monitoring results.</li><li>Support audits, exams, and reviews by ensuring documentation, evidence, and processes are complete, accurate, and well‑governed.</li><li>Escalate material issues and emerging risks appropriately, partnering with stakeholders to drive resolution</li></ul><p><strong>Reporting &amp; Continuous Improvement</strong></p><ul style=\"list-style-type: disc;\"><li>Oversee the preparation and delivery of recurring quality and trend reporting for leadership and business partners.</li><li>Identify opportunities to streamline processes, enhance reporting, and improve the effectiveness of the call monitoring program.</li><li>Contribute to procedure reviews, updates, and change control activities as the program evolves.</li></ul><p><span style=\"font-size: 12pt; line-height: 107%;\"><strong>Key Skills &amp; Competencies</strong></span></p><ul style=\"list-style-type: disc;\"><li><strong>Management Fundamentals:</strong> Proven ability to lead teams, manage performance, and develop talent.</li><li><strong>Business Partnership:</strong> Strong relationship‑building skills with the ability to influence without authority.</li><li><strong>Attention to Detail:</strong> High level of accuracy and consistency in quality reviews, documentation, and reporting.</li><li><strong>Collaboration:</strong> Effective cross‑functional collaborator who values shared ownership and outcomes.</li><li><strong>Risk Acumen:</strong> Ability to identify, assess, and communicate risk in a regulated or control‑focused environment.</li><li><strong>Analytical Thinking:</strong> Comfortable interpreting trends, root causes, and data‑driven insights.</li><li><strong>Communication:</strong> Clear, concise written and verbal communication tailored to diverse audiences</li></ul><p><strong>Qualifications, Education, Certifications and/or Other Professional Credentials</strong></p><ul style=\"list-style-type: disc;\"><li>Bachelor’s degree or equivalent work experience preferred.</li><li>Experience in call monitoring, quality assurance, operations, compliance, or risk management.</li><li>Prior people leadership or team‑lead experience strongly preferred.</li><li>Experience working in a regulated environment is a plus.</li></ul><p><strong>Hours &amp; Work Schedule</strong></p><ul style=\"list-style-type: disc;\"><li>Hours per Week: 40</li><li>Work Schedule: Monday-Friday 8:00am-5:00pm, 4 days in office</li></ul><p>&nbsp;</p><p>#LI-citizens4&nbsp;</p>",
    "ObjectVerNumberProfile": null,
    "PrimaryLocationCountry": "US",
    "CorporateDescriptionStr": "<p class=\"MsoNormal\"></p>\n<p style=\"margin-top:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:\n0in;\"><b><span>Equal Employment Opportunity</span></b><span></span></p>\n<p style=\"margin-top:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:\n0in;\"><span>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.</span></p>\n<p style=\"margin-top:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:\n0in;\"><span>Equal Employment and Opportunity Employer</span></p>\n<p style=\"margin-top:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:\n0in;\"><span><a href=\"https://jobs.citizensbank.com/Job-Applicant-Privacy-Policy\" target=\"_blank\">Job Applicant Data Privacy Policy</a></span></p>\n<p style=\"margin-top:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:\n0in;\"><b>Background Check</b></p>\n<p style=\"margin-top:0in;margin-right:0in;margin-bottom:12.0pt;margin-left:\n0in;\">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.</p><br/>",
    "ExternalPostedStartDate": "2026-05-07T17:24:07+00:00",
    "ExternalQualificationsStr": "",
    "InternalQualificationsStr": "",
    "OrganizationDescriptionStr": "",
    "primaryLocationCoordinates": [
      {
        "Latitude": "39.82844",
        "Longitude": "-98.57939",
        "CountryCode": "US",
        "GeographyId": 300000000258626,
        "GeographyNodeId": 300000203664228
      }
    ],
    "ExternalResponsibilitiesStr": "",
    "InternalResponsibilitiesStr": "",
    "InternationalTravelRequired": null
  },
  "list_job": {
    "Id": "44941",
    "Title": "Consumer Call Monitoring Manager",
    "JobType": null,
    "Distance": 1778112000000,
    "JobShift": null,
    "Language": "US",
    "WorkDays": null,
    "JobFamily": null,
    "Relevancy": 2,
    "WorkHours": null,
    "Department": null,
    "HotJobFlag": false,
    "PostedDate": "2026-05-07",
    "StudyLevel": null,
    "WorkerType": null,
    "GeographyId": 300000000258626,
    "JobFunction": null,
    "JobSchedule": null,
    "BusinessUnit": null,
    "ContractType": null,
    "ManagerLevel": null,
    "Organization": null,
    "TrendingFlag": false,
    "workLocation": [
      {
        "Country": "US",
        "Region1": null,
        "Region2": "RI",
        "Region3": null,
        "Building": null,
        "Latitude": 41.82716,
        "Longitude": -71.50024,
        "LocationId": 300000079406860,
        "PostalCode": "02919",
        "TownOrCity": "Johnston",
        "AddressLine1": "One Citizens Bank Way",
        "AddressLine2": null,
        "AddressLine3": null,
        "AddressLine4": null,
        "LocationName": "RI-Johnston-One Citizens Bank Way"
      }
    ],
    "LegalEmployer": null,
    "MediaThumbURL": null,
    "WorkplaceType": "",
    "BusinessUnitId": 100000000312303,
    "OrganizationId": 1,
    "PostingEndDate": null,
    "LegalEmployerId": 300000001777001,
    "PrimaryLocation": "United States",
    "WorkDurationYears": null,
    "WorkplaceTypeCode": null,
    "BeFirstToApplyFlag": false,
    "WorkDurationMonths": null,
    "otherWorkLocations": [],
    "secondaryLocations": [],
    "ShortDescriptionStr": "",
    "requisitionFlexFields": [],
    "DomesticTravelRequired": null,
    "PrimaryLocationCountry": "US",
    "ExternalQualificationsStr": null,
    "ExternalResponsibilitiesStr": null,
    "InternationalTravelRequired": null
  },
  "detail_meta": {
    "url": "https://hcgn.fa.us2.oraclecloud.com/hcmRestApi/resources/latest/recruitingCEJobRequisitionDetails?expand=all&onlyData=true&finder=ById;Id=%2244941%22,siteNumber=CX_1",
    "http_status": 200,
    "content_type": "application/json",
    "response_bytes": 12247
  },
  "detail_errors": []
}