Citizens Bank Senior Program Manager - Citizens Access in Westwood, Massachusetts
Citizens is recruiting for a Senior Program Manager to drive the ongoing implementation of its online bank platform – Citizens Access. Citizens Access is a fully online banking experience targeted at a national market. Citizens Access has been in the market for several years with a savings/CD product scope but is in the process of expanding that offering with checking products and developing a roadmap for a more complete range of banking products and services.
The position will be responsible for leading the relationship with external vendors for planning, prioritization, and delivery, as well as guiding the continued evolution of the Citizens Access online bank platform as part of the Citizens’ overall growth and expansion strategy.
The Senior Program Manager will be an operations focused leader who will develop and execute on a strategic vision for creating and delivering the best in class national platform for our customers. Partnering with the Technology Director and Deposits Product Director, the Senior Program Manager will take a customer centric, digital first approach as a thought leader and partner cross functionally with vendors, technology, digital, product, and other stakeholders to deliver a successful streamlined national platform to grow the customer base nationally. This individual will also be responsible for setting the roadmap and planning for the platform convergence over time to an integrated national digital bank platform for the entire bank in collaboration with business leaders, overseeing the resource allocation, vendor and budget management, and supporting and tracking the value capture.
Capabilities Sought: The Citizens Access Senior Program Manager will drive and manage a program with a combination of banking system and technology components. The candidate will need a solid grounding in banking systems for an OCC regulated, National Bank Chartered institution. The candidate will have comfort working day-to-day project efforts with a combination of line of business and technical resources, balancing priorities, and efforts to accomplish tactical and strategic targets.
The candidate will have the ability to keep line of sight for product and service capability while ensuring optimal customer experience and making sure the technical capabilities are properly aligned. This will require close engagement with line of business and technical teams across Citizens, as well as establishing and managing a rigorous governance and operating model with vendor teams. The candidate will also need to be experienced at developing and delivering a forward strategy based on analytics and data that will drive a new set of objectives and key results for the implementation and performance of the integrated national digital bank platform.
The candidate will have the ability to aggregate and distill data to develop and deliver executive level reporting and be an active participant covering risk management, delivery, budget, and resource management.
Specifically, the following capabilities are sought:
Program and Project Management
Banking System Operations
Banking Systems Integration and Development
Digital Customer Experience Management
Banking Product Design
Platform Migration & Conversion Management
Key Vendor/Service Provider Management
Resource Oversight and Governance
Solid background in operations, digital and technology
Strong communication skills
Demonstrated abilities to bridge from concepts to practical implementation
Ability to take a holistic perspective of customers and carefully balance needs to prioritize change and investments
Dynamic, mature, and highly collaborative style with strong ability to influence
Strong leadership experience and ability to create teams and lead teams of people effectively
Aspirational and bold in setting goals with strong execution
Demonstrated ability to define the team’s culture and motivate the teams – through role modeling, communication, training, and incentives
Primary responsibilities include:
Primary oversight of the national online bank platform, governance, manage vendors relationship, and executive escalation
Day-to-day driving of a high performing team to deliver superior quality, business value, and customer-focus platform
Assistance to an executive team on strategy for Citizens Access and vendor performance with responsibility for quarterly business reviews on performance
Ensuring the program meets clearly defined operational, financial metrics to measure success and specific objectives and key results
Management of financial planning, budget, and monthly forecast. Partner with Finance and the technology teams to analyze the program financial and propose strategic directions
Oversee contract management and adherence with vendors
The Colleague will have a range of experience to draw from to drive and evolve the online bank program:
15+ years of experience in large IT program management, with strong understanding of Retail Banking and operations
5+ years of experience in managing capital and expense budget
Experience in managing the complexity of a corporate role with appreciation for a wide range interdependencies; matrix management
Traditional Banking Systems Operations
Digital Banking Systems Operations
System Development and Testing
Bank Data Conversions
Bank System Integration
OCC Regulatory Frameworks
Executive Reporting and Engagement
Bachelor's Degree required, Master's Degree preferred
Hours and Work Schedule Hours per Week: 40 Work Schedule: M-F 8:00-5:00
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.
Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
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