Business Support Manager – Financial Operations & Delivery

Business Support Manager – Financial Operations & Delivery

The Business Support Manager – Financial Operations & Delivery is a senior, execution-focused role responsible for the financial management, operational coordination, and delivery enablement of a portfolio of initiatives within the Technology and Data organization. This role partners closely with senior leaders, finance, sourcing, and vendors to ensure capital and operating expenses (CapEx/OpEx) are accurately tracked, forecasted, and aligned to delivery commitments. This position sits at the intersection of financial oversight, operational execution, and cross-functional coordination, acting as a trusted partner to leadership by providing accurate data, clear insights, and disciplined follow-through. The role requires strong Excel-based financial acumen, executive presence, and the ability to challenge assumptions while ensuring delivery remains within approved budgets. Primary focus is day-to-day operational execution (approximately 60%), with tactical planning and continuous improvement (approximately 40%).

Key Responsibilities

Financial Management & Operational Execution

• Own and maintain budget trackers covering financial actuals, forecasts, and remaining capacity across both CapEx and OpEx.
• Partner with senior leaders to ensure delivery commitments align with approved budgets and forecasts.
• Monitor financial performance, identify variances, risks, and constraints, and proactively surface issues with clear options and recommendations.
• Coordinate closely with Finance (CapEx and OpEx), Sourcing, and external vendors to ensure contracts, spend, and forecasts are accurate and current.
• Ensure financial data integrity through disciplined validation, reconciliation, and documentation.

Delivery Enablement & Coordination

• Support multiple initiatives or workstreams by ensuring funding, resources, and contracts are aligned to delivery needs.
• Act as a central point of coordination across leaders, delivery teams, finance partners, sourcing, and vendors.
• Identify and manage dependencies, risks, assumptions, and constraints related to funding, resourcing, and vendor engagements.
• Enable leaders to meet their delivery goals by providing timely, accurate information and by challenging plans that do not align with financial realities.

Insights, Analysis & Decision Support

• Analyze complex data sets to identify trends, risks, and opportunities related to financial performance and delivery execution.
• Translate financial and operational data into clear, actionable insights that inform leadership decisions.
• Create clear, concise materials (primarily Excel-based, with limited presentation support) to support decision-making.
• Identify process pain points and recommend improvements to reduce manual effort, increase accuracy, and improve transparency.

Governance & Controls

• Ensure initiatives adhere to required governance standards, documentation, and financial controls.
• Maintain accurate reporting against plans and budgets in line with Program Office and Finance expectations.
• Support audits, reviews, and leadership inquiries with well-documented, defensible data.

Continuous Improvement & Flexibility

• Apply an automation-first mindset to reduce manual tracking and improve repeatability (e.g., Excel, SharePoint, Power Automate).
• Flexibly support additional needs such as short-term delivery coordination or facilitation when required, without being a dedicated scrum master or agile lead.
• Foster a culture of accountability, accuracy, and value delivery across partners.

Required Qualifications

5+ years of experience in roles spanning financial operations, project/program support, business operations, or delivery enablement.

Strong, hands-on proficiency in Microsoft Excel (advanced formulas, trackers, reconciliation, scenario analysis).

Demonstrated experience managing budgets, forecasts, actuals, and financial tracking in a complex environment.

Proven ability to partner with senior leaders and influence outcomes through data, insight, and executive presence.

Experience coordinating across multiple functions (Finance, Sourcing, Technology, Vendors).

Strong analytical, problem-solving, and critical-thinking skills.

Ability to manage multiple priorities with minimal supervision in a fast-paced, ambiguous environment.

Clear, confident communicator able to challenge assumptions and push back when plans do not align with financial constraints.

Preferred Qualifications

Experience in financial services or a regulated environment.

Familiarity with CapEx and OpEx concepts (formal accounting background not required).

Experience supporting technology, data, or transformation initiatives.

Exposure to automation tools such as Power Automate, Power Apps, or SharePoint.

Knowledge of vendor management, contracts, and sourcing processes.

Experience with process modeling, root cause analysis, and continuous improvement.

Key Skills & Attributes

Financial and operational discipline

Data-driven decision support

Executive presence and stakeholder management

Attention to detail and accuracy

Persistence, ownership, and follow-through

Ability to challenge assumptions constructively

Customer- and value-oriented mindset

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday

Hybrid: 4 days per week on-site, 1 day remote

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.

Why Work for 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 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.