Neighborhood Lead – Wealth Technology and Infrastructure Sustainment & Modernization

Description

Citizens Wealth Management provides advanced solutions specifically designed to meet the needs of high-net-worth individuals, families, and foundations. We are seeking a driven professional with substantial expertise in Wealth Technology and Infrastructure Sustainment to join our Wealth Delivery team and contribute to the development of a cutting-edge platform. This position functions within the Agile Neighborhood framework, supporting cross-functional teams and ensuring that the Wealth data strategy aligns with enterprise-wide objectives.

Position Overview:

The Neighborhood Lead is accountable for the stability, reliability, resilience, and modernization of core Wealth platforms. The ideal candidate will have significant experience leading cross-functional teams supporting Wealth Technology Infrastructure and Agile initiatives that maintain critical Wealth Management systems. We seek a collaborative, customer-focused leader with a digital-first mindset who drives innovative technology and infrastructure solutions to enhance client, advisor, and stakeholder experiences. This role combines strategic product vision with day-to-day Agile leadership to deliver secure, compliant, high-performing systems while promoting modernization and continuous improvement.

This position oversees daily technology operations, application onboarding and offboarding, production support, incident management, access governance, and coordination with Technology, Risk, Compliance, and business partners.

This leader ensures stability, security, and efficiency across Wealth systems while driving operational excellence and continuous improvement. The role requires a strategic, highly organized, and collaborative thinker capable of guiding teams through complex, matrixed environments.

Key Responsibilities:

Product Vision & Strategy: Translate Wealth Town strategy into a multi‑year roadmap balancing modernization, stability, risk reduction, and customer value.  Conduct market analysis, competitive benchmarking, customer research, and platform analytics to inform decisions. Align strategy with enterprise architecture, data governance, and long‑term platform modernization goals.

Customer Journey, Experience Owner & Stakeholder Leadership: Partner with Experience Owners, SMEs, and data partners to shape discovery, requirements, and prioritization. Ensure end‑to‑end alignment to advisor and client journeys. Serve as escalation point for strategic decisions, vendor topics, and platform behavior questions.

Operational Excellence & Incident Management: Oversee operational support for Wealth Management applications, core platforms, and shared services. Manage the intake, routing, and resolution of issues via central support channels (ServiceNow, case queues, team mailbox). Handle incident escalation, communication, and remediation efforts to ensure service continuity. Oversee Wealth incidents including triage, root‑cause analysis, corrective action, and executive communication. Improve Mean Time To Repair (MTTR), reduce incident frequency, and implement systemic fixes to enhance resilience. Maintain mature runbooks, post‑incident reviews, and on‑call frameworks. Partner with architecture, infrastructure, and application teams to ensure systems meet operational and compliance standards. Maintain and enhance operational processes, documentation, and runbooks for repeatability and quality.

Application Lifecycle Management: Manage the full lifecycle of Wealth applications—from onboarding and integration to ongoing review and eventual decommissioning. Own cross‑functional onboarding processes involving Technology, Security, IAM, Risk, Compliance, and vendor partners. Coordinate technical integration activities, including OKTA SSO enablement, data feeds, environment access, and vendor connectivity. Maintain an accurate System Registry and ensure attestation, access alignment, and documentation remain current.

Release, Environment & Change Readiness: Lead readiness for vendor releases, patches, infrastructure upgrades, and Salesforce seasonal updates. Oversee regression strategy, risk assessments, environment validation, and controlled cutovers.

Access Management, Security & Compliance: Oversee provisioning, deprovisioning, entitlement reviews, and IAM/OKTA/SSO governance. Manage centralized access for Wealth colleagues, including onboarding, transfers, and terminations. Establish and maintain standard operating procedures for provisioning, UER documentation, and approvals. Coordinate with IAM to resolve integration gaps and implement solutions using platforms such as ServiceNow. Partner with Security and Risk to ensure least privilege access and regulatory compliance.

Risk, Compliance & Regulatory Coordination: Lead coordination of audit, regulatory (e.g., SEC), and risk‑related activities requiring technological evidence and responses. Drive closure of exam findings, open risks, and action items in collaboration with internal teams. Ensure adherence to custodial access restrictions, cybersecurity requirements, and enterprise policy standards.

Monitoring, Observability & Performance: Develop dashboards, alert thresholds, telemetry, and platform health indicators. Partner with Technology teams on performance tuning, capacity planning, and proactive detection.

Disaster Recovery & Resilience: Oversee Disaster Recovery planning, failover testing, documentation, and continuous improvement. Validate and maintain Recovery Time Objectives / Recovery Point Objectives targets.

Agile Backlog Ownership & Delivery: Own the neighborhood backlog, epics, and capability definitions. Ensure high‑quality user stories, acceptance criteria, and sprint readiness. Coach teams to mature Agile delivery and continuous flow.

Process Optimization & Automation: Identify automation opportunities across datafeeds, entitlements, testing, and sustainment workflows. Enhance intake, triage, prioritization, and operational workflows.

Program & Initiative Management: Manage a portfolio of operational and strategic initiatives that span across Wealth, Technology, and enterprise partners. Oversee planning, milestones, accountability, documentation, and stakeholder communication for in scope initiatives. Support large scale enterprise changes such as OS upgrades (e.g., Windows 10 to 11), domain migrations, vendor transitions, or data center moves. Drive process improvements that enhance efficiency, reduce manual effort, and improve user experience.

Leadership, Coaching, and Culture: Lead and develop a technology support team, including direct and indirect reports. Foster an inclusive, accountable, high performing team culture. Provide coaching, performance feedback, and professional development opportunities. Encourage empowerment through clear expectations, ownership of work, and support of independent decision making. Cultivate strong working relationships with partners across Wealth, Technology, Risk, Compliance, and vendors.

Qualifications

Over 10 years of experience in technology operations, Agile product management, or platform sustainment, with a strong background in leading technical teams within highly regulated environments.

Extensive experience supporting Wealth Management platforms and custodial systems such as Schwab, Fidelity, and Pershing.

Strong understanding of Salesforce based ecosystems and enterprise integrations.

Proven expertise in cloud/SaaS technologies, integrations, IAM/OKTA, SSO, cybersecurity, and managing complex dataflows.

Deep understanding of application lifecycle management, access governance, and operational support models.

Demonstrated ability to collaborate effectively with architects, engineers, and cross-functional stakeholders to drive results.

Strong communication, stakeholder management, analysis, and problem-solving skills, with the ability to remain calm and effective during critical incidents.

Skilled in documenting processes, managing projects, and driving continuous improvement initiatives.

Deep familiarity with Agile delivery, KTLO operations, and regulated environments.

Background in program management, audit coordination, and risk or compliance operations.

Success Measures

Reduction in incident volume and improved MTTR/MTBF.

High platform stability, availability, and performance.

Increased automation and improved operational cycle times.

Strong advisor and client experience outcomes.

Hours & Work Schedule

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.