Senior Program Manager (GCC Transfer Phase)

Citizens; Johnston (RI); Hybrid; USD 175,000 - 255,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision coverage

Retirement benefits

Flexible work arrangements

Education reimbursement

Wellness programs

Paid time off policy

Job summary

Citizens is seeking a Senior Program Manager to lead the final stage of the Global Capability Center transition, executing vendor service transfers into CFG India. The role focuses on ensuring seamless delivery, employee retention, and successful transitioning to a fully owned CFG India model.

Ideal candidates will have over 10 years of program management experience and a strong track record in vendor transitions and large-scale global transformations. A hybrid work model is available in various locations including Johnston, RI.

Qualifications

• 10+ years of program or project management experience.
• 7+ years leading large-scale global transformation programs.
• Experience with GCC or captive buildouts and BOT transfer execution.

Responsibilities

• Lead end-to-end transfer execution across multiple waves.
• Drive transition of vendor resources into CFG India colleagues.
• Manage technology platform and environment transition.

Skills

Program management experience

Leadership in global transformations

Governance and risk management

Vendor transition and service transformation

Job description

Senior Program Manager, GCC Transfer Phase

Location and Work Model

Four day onsite hybrid schedule in one of the following Citizens hubs:

• Johnston, RI
• Phoenix, AZ
• Westwood or Medford, MA
• Iselin, NJ
• Pittsburgh, PA
• Franklin, TN
• Cleveland, OH
• Chicago, IL

Role Summary

The Senior Program Manager, GCC Transfer Phase leads the final stage of Citizens Global Capability Center journey, executing the transition of vendor delivered services and resources into CFG India under the Build Operate Transfer model. This role is accountable for large‑scale workforce, service, and operational transfers across geographies, ensuring seamless delivery continuity, strong employee retention, and successful transition to a fully owned CFG India operating model. It is a mission‑critical leadership role requiring deep experience in GCC transformations, BOT transfer execution, and complex multi‑vendor program delivery, with a strong focus on execution discipline, risk management, and business outcomes.

Key Responsibilities

• Program Leadership
  • Lead end‑to‑end transfer execution, including planning, delivery, and stabilization across multiple waves.
  • Own the integrated roadmap, milestones, dependencies, and critical path from vendor state to CFG India ownership.
  • Ensure alignment to GCC objectives, including service continuity, knowledge retention, and minimal disruption.
• Vendor to Colleague Transition
  • Drive transition of vendor resources into CFG India colleagues, including rebadging, onboarding, and integration.
  • Partner with vendors to validate workforce data, compensation alignment, and transfer readiness.
  • Establish knowledge transfer frameworks to prevent capability loss and ensure continuity.
• Cross Functional Execution
  • Coordinate across ETS, CFG India leadership, HR, Total Rewards, Legal, Finance, Risk, and vendor partners.
  • Ensure alignment across key pillars.
  • Lead talent acquisition and onboarding, compensation, payroll, and statutory readiness.
  • Manage technology platform and environment transition, change management, and communications.
• Governance, Risk, and Control
  • Establish and manage governance frameworks specific to transfer execution.
  • Identify and mitigate risks related to retention, service quality, knowledge gaps, and vendor dependency.
  • Ensure compliance with legal, regulatory, and transfer pricing requirements.
• Executive Stakeholder Management
  • Serve as primary transfer program lead, providing updates and recommendations to executive stakeholders.
  • Drive alignment across senior leaders in the United States and India.
  • Lead governance forums, including readiness reviews and go/no‑go decisions.
• People, Change, and Culture
  • Partner with HR and Change teams to drive employee acceptance and retention.
  • Lead communication strategies to support workforce transition and cultural integration.
  • Preserve institutional knowledge and critical talent continuity.
• Stabilization and Optimization
  • Oversee post‑transfer stabilization and hyper‑care.
  • Ensure delivery meets SLA and KPI expectations.
  • Drive continuous improvement and productivity optimization.

Required Qualifications

• 10 plus years of program or project management experience.
• 7 plus years leading large‑scale global transformation programs.
• Direct experience with GCC or captive buildouts and BOT transfer execution.
• Proven track record in vendor transition, workforce migration, and service transformation.
• Experience working within multi‑vendor environments such as Infosys or Cognizant.
• Strong expertise in governance, risk management, and executive stakeholder engagement.
• Experience across full lifecycle programs including Build, Operate, and Transfer.

Hours and Schedule

• 40 hours per week.
• Monday through Friday.

Pay Transparency

The salary range for this position is from $175,000 to $255,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to, the budget, work location, relevant skills, and experience. We offer competitive pay, comprehensive medical, dental, and vision coverage, retirement benefits, maternity and paternity leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens’ paid time off policy exceeds the mandatory paid sick or paid time away policies of local and state jurisdictions in the United States. For an overview of our benefits, visit our Careers site: https://jobs.citizensbank.com/benefits. 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, 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.