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Citizens Bank Logo Citizens Bank · IT - Administration

Sr Program Manager

United States, Westwood, Massachusetts Employment contract 179000.00 - 244000.00 USD / Year · Job Posted May 30, 2026
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Job Description

The Branch Transformation Delivery Manager oversees the execution and operational delivery of the Retail Network Transformation program, ensuring the successful implementation of all physical branch actions—including openings, closures, relocations, and renovations—as well as full lifecycle management of branch hardware, ATM, branch quality/improvement initiatives, Mobile Unit deployment, and maintenance of the Branch Locator application. This role provides strategic direction, cross-functional coordination, and standardized delivery for all transformation initiatives.

Job Responsibility

  • Oversee the successful execution and delivery of initiatives within the Retail Network Transformation program, totaling $100+ million in annual capital investment
  • Manage execution of physical branch actions (OCR), inclusive of openings, closures, relocations, and significant renovations
  • Assume end-to-end accountability for a significant portfolio of execution risk across all transformation activities
  • Own and actively manage material compliance and regulatory risk associated with branch transformation activities
  • Oversee end-to-end ATM and branch hardware lifecycle management
  • Lead Mobile Unit deployment activities including intake, scheduling, colleague readiness, and operational support
  • Lead management of a large, complex vendor portfolio supporting OCR execution and branch hardware delivery
  • Maintain and enhance the Branch Locator application to ensure accuracy and optimal performance
  • Ensure retail tasks are appropriately sequenced with construction milestones and delivered through POD-based execution
  • Oversee Technology POD ensuring systems, connectivity, and hardware readiness align with construction milestones and execution POD delivery schedules
  • Lead, coach, and develop a team responsible for colleague-led delivery activities across branch openings, closures, relocations, renovations, and network initiatives
  • Establish clear standards, expectations, and accountability for project execution, communication, and issue resolution
  • Develop a high-performing team focused on ownership, collaboration, accountability, and proactive problem-solving
  • Set direction and drive consistency across POD based delivery
  • Lead contract and vendor management activities supporting OCR actions, ATM, and branch hardware programs
  • Negotiate and manage vendor contracts conducting monthly performance reviews to enforce SLAs and quality
  • Anticipate future challenges and annual expenditure, identify operational opportunities, and plan for long-term success while identifying savings where possible
  • Drive alignment with stakeholders and external partners by managing dependencies, resolving conflicts, and maintaining momentum
  • Ensure clear, timely communication to stakeholders and senior leadership on project status, risks, and readiness
  • Provide actionable insights that support data-driven decision making and program transparency
  • Standardize and continuously improve execution playbooks, checklists, and delivery frameworks to increase consistency and reduce risk
  • Identify execution trends, recurring issues, and opportunities to improve customer and colleague experience
  • Support enterprise transformation goals by scaling best practices across the retail network
  • Ensure regulatory notifications, filings, and acknowledgements are completed accurately and on time in partnership with Legal, Risk, and Compliance teams
  • Serve as a point of escalation for compliance risks, execution gaps, or sequencing concerns that could impact regulatory or customer outcomes
  • Promote disciplined documentation, audit readiness, and governance adherence across all projects

Requirements

  • 10+ years of experience in delivery leadership, including leading project managers and execution teams across large-scale retail, operational, or enterprise transformation initiatives
  • Strong understanding of retail operations, change management, and cross-functional delivery
  • Demonstrated ability to manage complex dependencies and lead through influence in a fast-paced environment
  • Exceptional communication, organization, and stakeholder-management skills

What we offer

  • competitive pay
  • comprehensive medical, dental and vision coverage
  • retirement benefits
  • maternity/paternity leave
  • flexible work arrangements
  • education reimbursement
  • wellness programs
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