Sr Program Manager

Description

Role Overview

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. As the primary connection point across cross-functional teams and external partners, the role drives execution excellence, manages capital spend, ensures regulatory compliance, accelerates issue resolution, and fosters a culture of continuous improvement, transparency, and high performance.

Key Responsibilities

Retail & Operational Execution

• Oversee the successful execution and delivery of initiatives within the Retail Network Transformation program, totaling $100+ million in annual capital investment. This role is accountable for the strategic allocation, prioritization, and ongoing financial governance of program funding, ensuring capital is deployed effectively to maximize business outcomes and align with enterprise objectives.

• 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, ensuring proactive identification, mitigation, and resolution of risks that could impact timelines, operational readiness, customer experience, or financial performance.

• Own and actively manage material compliance and regulatory risk associated with branch transformation activities, ensuring all initiatives adhere to applicable regulatory requirements, internal policies, and governance standards, with zero tolerance for compliance gaps.

• Oversee end‑to‑end ATM and branch hardware lifecycle management—including deployments, refresh cycles, and decommissioning—while driving annual strategic planning and investment to ensure operational readiness and an improved customer and colleague experience across the Consumer Bank
• 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. This includes negotiating commercial contracts, managing (partnering with procurement ensuring vendors deliver timely expectations while maintaining strong partnerships and accountability.

• 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 to drive alignment, accountability, and seamless Day 1 operations

• Oversee Technology POD ensuring systems, connectivity, and hardware readiness align with construction milestones and execution POD delivery schedules.

Team Leadership & Delivery Excellence

• 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, removing obstacles and ensuring initiatives conclude in a strong operational state that supports both colleague readiness and an exceptional customer experience

Vendor & Contract Management

• 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

Cross‑Functional Orchestration & Executive Communication

• 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

Process Improvement & Standardized Delivery

• 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

Regulatory, Risk & Compliance Coordination

• 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

Success Measures

• Projects consistently land operationally ready, compliant, and customer‑focused
• Colleagues experience clear and consistent communication, smooth transitions, and strong support
• Risks are identified early and resolved before impacting customers or regulators
• Cross‑functional partners view the team as trusted execution leaders

Required Skills and Qualifications

• 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

Skills & Competencies

• Strategic Leadership: Translates organizational strategy into actionable operational plans.
• Operational Excellence: Ensures discipline, quality assurance, and continuous improvement.
• Executive Communication: Skilled at preparing and delivering updates for senior leadership.
• Collaboration & Influence: Drives alignment across diverse stakeholder groups.
• Problem Solving & Risk Management: Anticipates issues early and develops proactive solutions.
• Customer & Colleague Focus: Ensures transformation actions minimize disruption and maximize customer experience.

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: M - F

Pay Transparency 

The salary range for this position is $179k-$244k per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits .

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.