Job Description

The Business Support Manager II Fiduciary Services & Governance is responsible for providing strategic, operational, and governance support to Fiduciary Services leadership. This role ensures effective oversight of fiduciary activities, governance processes, risk management, regulatory compliance, policy administration, and business operations. The position serves as a key liaison among business leaders, risk partners, compliance teams, legal counsel, auditors, and corporate governance committees, and bank regulators to promote sound fiduciary practices and operational excellence.

Key Responsibilities

Fiduciary Governance & Oversight

• Support the development, implementation, and monitoring of fiduciary governance frameworks, policies, and procedures.
• Coordinate fiduciary committee activities, including agenda preparation, meeting materials, minutes, and action-item tracking.
• Monitor adherence to fiduciary standards, regulatory requirements, and internal policies.
• Assist in identifying and escalating fiduciary, operational, compliance, and reputational risks.
• Support governance reporting for executive leadership, boards, and oversight committees.

Business Management & Strategic Support

• Provide administrative and operational support to Fiduciary Services leadership.
• Coordinate strategic initiatives, project management efforts, and organizational priorities.
• Develop management reporting, dashboards, and key performance indicators (KPIs).
• Analyze business trends, productivity metrics, and operational effectiveness.
• Assist with budget planning, resource allocation, and expense management.

Risk Management & Compliance

• Partner with Risk Management, Compliance, Internal Audit, and Legal teams to address governance and regulatory matters.
• Prepare and coordinate responses to audits, examinations, and regulatory inquiries.
• Track findings, remediation plans, and corrective actions.
• Assist with risk assessments, control testing, and issue management processes.
• Ensure documentation supports regulatory and fiduciary requirements.

Policy & Procedure Administration

• Maintain and enhance fiduciary policies, procedures, job aids, and governance documentation in conjunction with business partners
• Coordinate and participate in periodic policy reviews and updates.
• Ensure proper record retention and documentation standards are consistently applied.
• Facilitate communication and implementation of policy changes across the organization.

Reporting & Analytics

• Prepare executive-level reports on fiduciary operations, risk metrics, compliance matters, and governance activities.
• Analyze trends and provide recommendations to enhance operational efficiency and risk mitigation.
• Support data integrity and reporting accuracy across fiduciary functions.
• Develop presentations and briefing materials for leadership meetings.

Stakeholder Management

• Serve as a trusted partner to Fiduciary Services leadership and business line managers.
• Build collaborative relationships across trust administration, investment management, legal, compliance, risk, operations, and vendor teams.
• Facilitate communication among internal and external stakeholders.
• Support training and awareness programs related to fiduciary governance and compliance.

Qualifications

Education

• Bachelor's degree preferred
• 3+ years of experience in financial services preferred
• CTFA certification a plus

Experience

• 5–10 years of experience in trust, fiduciary services, wealth management, banking, risk management, governance, compliance, or related functions.
• Experience supporting fiduciary committees, governance programs, or regulatory compliance initiatives.
• Strong understanding of fiduciary principles, trust administration, and wealth management operations preferred.

Knowledge, Skills & Abilities

• Knowledge of fiduciary regulations, risk management principles, and governance best practices.
• Strong project management and organizational skills.
• Excellent analytical, reporting, and problem-solving abilities.
• Ability to synthesize complex information and present recommendations to senior leadership.
• Strong written and verbal communication skills.
• Advanced proficiency with Microsoft Office Suite, including Excel, Power BI, Word, and PowerPoint.
• Ability to manage multiple priorities in a fast-paced, highly regulated environment.
• High level of professionalism, integrity, and confidentiality.

Success Factors

• Demonstrates strong governance and risk management discipline.
• Maintains attention to detail and accuracy.
• Builds trusted partnerships across the organization.
• Drives continuous process improvement and operational efficiency.
• Supports a culture of fiduciary excellence, compliance, and accountability.

Reporting Relationship

Reports to: Director/Vice President, Fiduciary Services or Trust Services Director
Direct Reports: May supervise business support, governance, or administrative personnel as assigned.

This role is critical to ensuring that fiduciary operations are conducted in a safe, sound, compliant, and client-focused manner while supporting the strategic objectives of the organization.

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

Job Applicant Data Privacy Policy

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.