Senior Program Manager (GCC Productivity and ...

Description Senior Program Manager GCC Productivity and Optimization 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 Productivity, Throughput Optimization, Workforce Efficiency, Global Delivery Performance Role Overview The Senior Program Manager for GCC Productivity is responsible for driving measurable productivity improvement, workforce leverage, and operational efficiency across Citizens Global Capability Center. The role focuses on optimizing throughput, improving delivery velocity, strengthening global team performance, and ensuring that the GCC consistently produces high quality output that meets enterprise expectations. In addition, this role will focus on optimizing the day to day operating model for our global teams, providing oversight and direction. This leader partners closely with technology, engineering, architecture, security, finance, and GCC leadership to establish productivity standards, analyze performance data, identify bottlenecks, and implement improvements that increase effectiveness across United States and India based teams. The role emphasizes data informed execution, cross border collaboration, process optimization, and sustainable productivity gains within our technology GCC. Key Responsibilities GCC Productivity and Performance Optimization u2022 Lead enterprise level productivity programs that improve throughput, velocity, and delivery efficiency across GCC teams u2022 Establish clear productivity baselines and performance expectations aligned to enterprise delivery models u2022 Analyze operational metrics to identify inefficiencies, constraints, and emerging productivity challenges u2022 Partner with engineering, technology, and finance teams to validate productivity assumptions and ensure accuracy u2022 Drive measurable improvement plans that increase output without compromising quality or risk standards u2022 Lead implementation of selected tool as required Data Informed Operations and Capacity Management u2022 Use operational data to inform staffing decisions, capacity modeling, and resource planning u2022 Maintain visibility into demand fluctuations and ensure the GCC can scale output responsibly u2022 Monitor key indicators including cycle time, throughput, backlog, utilization, predictability, and delivery variance u2022 Partner with finance and workforce planning to ensure teams are staffed efficiently and aligned to productivity goals u2022 Support leadership with recurring reporting, insights, and trend analysis Process Efficiency and Continuous Improvement u2022 Lead continuous improvement initiatives across engineering, delivery, and operations teams u2022 Identify opportunities to streamline processes, improve handoffs, reduce wait time, and remove friction u2022 Drive adoption of standardized practices, tools, and delivery models that increase speed and reduce rework u2022 Partner with chapter leads, scrum leads, and delivery managers to embed sustainable productivity habits u2022 Ensure productivity improvements align with enterprise controls and regulatory expectations Cross Border Collaboration and Operating Model Alignment u2022 Reinforce efficient and consistent ways of working across United States and India based teams u2022 Strengthen collaboration models across time zones to reduce delays and dependency risks u2022 Promote clear role alignment and responsibility mapping across global delivery teams u2022 Support knowledge sharing, accelerators, playbooks, and reusable assets to increase team efficiency u2022 Optimize day to day operating model for program delivery Stakeholder and Leadership Engagement u2022 Serve as a productivity advisor to senior leaders across technology, engineering, architecture, and security organizations u2022 Facilitate productivity reviews, operational scorecards, and performance discussions with leadership u2022 Ensure transparency into productivity trends, risks, and improvement opportunities u2022 Anticipate productivity challenges related to demand spikes, workforce shifts, or delivery model changes Governance, Controls, and Enterprise Standards u2022 Ensure productivity programs operate within enterprise controls, compliance requirements, and risk expectations u2022 Partner with first- and second-line risk teams to ensure productivity gains do not create new exposures u2022 Maintain governance structures that support transparent reporting, responsible scaling, and consistent results u2022 Align productivity improvements with resiliency, reliability, and audit readiness requirements Program Leadership and Scalable Execution u2022 Lead multiple strategic workstreams focused on productivity enhancement and delivery efficiency u2022 Track success metrics, dependencies, risks, and cross functional improvement initiatives u2022 Drive repeatable and scalable methods to ensure productivity gains are durable and sustainable u2022 Ensure the GCC operates as a highly efficient, predictable, and value generating extension of the enterprise Hours and Work Schedule 40 hours per week Monday through Friday Pay Transparency The salary range for this position is $175,000 to $250,000 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 #LI-Citizens1 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, colleagueu2019s or a dependentu2019s 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. 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 Background Check 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. Any offer of employment will include further information.

Created: 2026-02-23