Citizens

Compensation

Full 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. ## How work is executed and measured You will oversee the successful execution and delivery of initiatives within the Retail Network Transformation program, totaling $100+ million in annual capital investment. The role is accountable for the strategic allocation, prioritization, and ongoing financial governance of program funding to align capital deployment with enterprise objectives. Day-to-day responsibilities include managing execution of physical branch actions (OCR) — openings, closures, relocations, and significant renovations — and assuming end-to-end accountability for a substantial portfolio of execution risk across all transformation activities. You will actively own material compliance and regulatory risk associated with branch transformation activities, ensuring initiatives adhere to applicable regulatory requirements, internal policies, and governance standards. You will also 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. Leading Mobile Unit deployment activities (intake, scheduling, colleague readiness, and operational support) and maintaining/enhancing the Branch Locator application for accuracy and optimal performance are part of the scope. A focus on sequencing retail tasks with construction milestones and delivering through POD-based execution is required to drive alignment, accountability, and seamless Day 1 operations. You will oversee Technology POD coordination so systems, connectivity, and hardware readiness align with construction milestones and execution POD delivery schedules. ## Team, vendors, and communication You will lead, coach, and develop a team responsible for colleague-led delivery activities across branch openings, closures, relocations, renovations, and network initiatives. Establishing clear standards, expectations, and accountability for project execution, communication, and issue resolution is part of the role, as is developing a high-performing team focused on ownership, collaboration, accountability, and proactive problem-solving. Vendor and contract management is integral: you will lead contract and vendor management activities supporting OCR actions, ATM, and branch hardware programs, negotiate and manage vendor contracts, and conduct monthly performance reviews to enforce SLAs and quality. Anticipating future challenges and annual expenditure, identifying operational opportunities, and planning for long-term success while identifying savings where possible are expected. Cross-functional orchestration and executive communication are day-to-day necessities. You will drive alignment with stakeholders and external partners by managing dependencies, resolving conflicts, and maintaining momentum. Clear, timely communication to stakeholders and senior leadership on project status, risks, and readiness is required, along with providing actionable insights that support data-driven decision making and program transparency. ## Continuous improvement, risk, and compliance 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, and support enterprise transformation goals by scaling best practices across the retail network. You will 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, and promote disciplined documentation, audit readiness, and governance adherence across all projects. Success is measured by projects that consistently land operationally ready, compliant, and customer-focused; colleagues experiencing clear and consistent communication and smooth transitions; early identification and resolution of risks before they impact customers or regulators; and cross-functional partners viewing the team as trusted execution leaders. ## Experience, skills, and schedule We require 10+ years of experience in delivery leadership, including leading project managers and execution teams across large-scale retail, operational, or enterprise transformation initiatives. A strong understanding of retail operations, change management, and cross-functional delivery is expected. Candidates should demonstrate the ability to manage complex dependencies and lead through influence in a fast-paced environment, with exceptional communication, organization, and stakeholder-management skills. The role highlights these competencies: strategic leadership, operational excellence, executive communication, collaboration & influence, problem solving & risk management, and a customer & colleague focus. Hours per Week: 40 Work Schedule: M - F ## Compensation and benefits 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. ## Additional information Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to categories protected by federal, state and/or local laws. Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered.