Citizens Branch Manager

Citizens; Stow (MA); On-site; USD 81,000 - 111,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, and vision coverage

Retirement benefits

Maternity/paternity leave

Education reimbursement

Wellness programs

Flexible work arrangements

Job summary

Citizens is seeking a Branch Manager in Massachusetts to lead a high-performing team, drive sales growth, and deliver an outstanding customer experience through a digital-first approach. You will steer branch performance, coach staff, and foster strong community relationships to exceed targets and ensure operational excellence.

The role requires leadership experience in retail banking, a track record of achieving sales goals, and a commitment to regulatory and service standards.

Qualifications

• High School diploma or equivalent required.
• Leadership experience coaching and developing to drive sales excellence and customer service in a high-volume branch.
• 4 years of sales management experience in Retail or Branch Banking environment.
• Proven record of meeting sales goals and branch profitability.

Responsibilities

• Lead branch performance, sales growth, and customer experience.
• Coach and develop colleagues to improve individual and team performance.
• Communicate priorities to energize colleagues and guide decision-making to exceed targets.

Skills

Leadership experience

Coaching ability

Sales excellence

Customer service

Operational integrity

Education

High School diploma

Associate/Bachelor degree preferred

Job description

At Citizens, we’re focused on relationship-building and delivering exceptional customer experiences through every interaction. By fostering deep and lasting relationships, we drive customer loyalty while advancing our strategic goals to acquire, retain, and grow the business. As a Branch Manager (BM), you will lead your team in exceeding customer expectations, nurturing relationships that drive long-term success.

In this role, you’ll spearhead branch performance, sales growth, and an outstanding colleague and customer experience. By leveraging inspirational leadership, collaborative partnerships, and sound operational practices, you will create and sustain a strong customer-centric culture. As both a leader and coach, you’ll help your team achieve individual and collective performance and sales goals through innovative solutions that address customer needs and deliver product and service value.

A successful BM thrives in a digital-first environment, showcasing the seamless accessibility of mobile and online banking platforms to customers. You’ll play a pivotal role in building a diverse talent pipeline, developing your colleagues to meet evolving business needs, and prioritizing their performance and growth. With a focus on continuous learning, you’ll implement coaching plans that inspire your team to achieve personal and branch-wide goals.

To succeed, you must effectively communicate business priorities in a way that energizes and empowers your colleagues to execute with confidence. As the branches execution and outcomes owner, you’ll combine financial acumen with strategic insights to guide decision-making and deliver results. Leading by example, you will direct all colleague and sales activities to ensure key targets are not only met but exceeded.

As a visible and engaged brand ambassador, you will connect with the local community to cultivate new customer relationships and deepen existing ones.

Qualifications, Education, Certifications And/or Other Professional Credentials

• Required Qualifications
  • High School diploma or equivalent required
  • Leadership experience, with proven ability to coach and develop to drive sales excellence, ensure the delivery of world-class customer service, and operational integrity in a high-volume branch environment
  • 4 years sales management experience in Retail or Branch Banking environment
  • Successful record of managing objectives in meeting sales goals, deadlines and branch goals in a profit and loss environment
  • Drive an exceptional customer experience validated through customer satisfaction surveys
  • Maintain strong partnerships with community & civic organizations
  • Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS
• Preferred Qualifications
  • Associate’s or Bachelor’s degree preferred
  • Retail banking
  • Talent sourcing & assessment

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: Varies with branch needs and may include weekends and evenings
• Pay Transparency: The salary range for this position is $81,000.00 – $111,000.00 per year plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, the budget, 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(opens in new window).

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.

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.

Posting End Date: 09/30/2026