Senior Program Manager (GCC Culture and Change Management)

Senior Program Manager (GCC Stability and Operations Enabling Services)

Location and Work Model
This role requires a four day on site hybrid work schedule in Johnston, RI, Phoenix, AZ, Westwood or Medford, MA, Plano, TX, Iselin, NJ, Pittsburgh, PA, Franklin, TN, Cleveland, OH, or Chicago, IL.

Role Focus: GCC Enabling Services Program Oversight for Citizens India

Role Overview
The Senior Program Manager for GCC Enabling Services for Citizens India is responsible for driving stability, consistency, and operational maturity across enabling services within Citizens Global Capability Center. This role owns end to end program governance, buildout, and ongoing operational oversight for enabling functions that support the Citizens India GCC.

The role partners closely with HR, Finance, Risk, Legal, Procurement, Compliance, Facilities, IT aligned functions, and external BPO service providers to ensure scalable, compliant, and high performing services that support enterprise and global delivery objectives. This leader manages complex, cross functional programs spanning internal shared services and outsourced delivery models, ensuring alignment to enterprise standards, regulatory requirements, service commitments, and transformation priorities.

Key Responsibilities

Enabling Services Program Leadership
• Provide program leadership for GCC enabling services including HR, Finance, Risk, Legal, Procurement, Compliance, Facilities, and related IT aligned functions
• Establish and manage an integrated enabling services roadmap aligned to GCC maturity stages
• Drive consistency across operating models, governance structures, controls, and service delivery practices

BPO Services Buildout and Oversight
• Lead the buildout, scaling, and stabilization of BPO supported enabling services
• Partner with Procurement, Legal, and Risk on vendor selection, contracting, and onboarding
• Define and manage service level agreements, performance metrics, and outcome based measures
• Oversee vendor performance, issue resolution, continuous improvement, and cost optimization

Governance, Risk, and Compliance
• Establish and maintain governance frameworks supporting enabling services delivery
• Ensure compliance with enterprise policies, regulatory requirements, audit standards, and data privacy obligations
• Coordinate with Internal Audit, Risk, and Compliance teams on findings, remediation, and control enhancements
• Maintain clear escalation paths and decision forums

Cross Functional Stakeholder Management
• Act as a central point of coordination across enterprise functional leaders, GCC leadership, and service providers
• Facilitate executive updates, steering committees, and decision making forums
• Drive alignment across global and regional stakeholders with competing priorities

Transformation and Continuous Improvement
• Identify opportunities to improve efficiency, scalability, and effectiveness through process improvement and automation
• Support enterprise transformation initiatives impacting enabling services
• Promote standardization and adoption of best practices across the GCC ecosystem

Financial and Resource Management
• Manage program budgets, forecasts, and financial tracking for enabling services and BPO engagements
• Support business case development for new services, expansions, or transformation initiatives
• Optimize resource utilization across internal teams and external partners

Required Qualifications

Experience
• 10 or more years of experience in program management, operations, or shared services within large, complex organizations
• Experience leading or supporting enabling functions such as HR, Finance, Risk, Legal, Procurement, or Compliance
• Proven success managing large scale, cross functional programs within GCC, shared services, or global delivery environments
• Hands on experience with BPO or managed services models including vendor governance

Skills and Competencies
• Strong program and portfolio management expertise
• Deep understanding of enterprise governance, risk management, and compliance principles
• Exceptional stakeholder management and executive communication skills
• Strong analytical, financial, and problem solving capabilities
• Ability to operate effectively in complex, fast evolving environments

Pay Transparency
The salary range for this position is $175,000 to $230,000 per year, plus eligibility for an annual discretionary bonus. Actual compensation is based on factors including work location, skills, and experience.

Benefits
We offer competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit https://jobs.citizensbank.com/benefits.