DescriptionCitizens is searching for a dynamic and experienced Change Management Leader focused on enhancing front-line colleague readiness and business partner transparency. Leading our Operational Readiness team, you will play a pivotal role in ensuring seamless colleague and customer experiences supporting new products, processes, and digital capabilities while leveraging data to drive insights and opportunities. This position demands a proactive, communicative, and customer-centric people leader who will be instrumental in evolving change management activities while supporting ongoing organizational success. By closely working with the team, you will improve existing methodologies, drive initiative distribution and support team evaluation of operational readiness needs. This leader will proactively define and ensure measurement systems are in place to validate success, informing training content, communications, workforce impacts, risk mitigation, KPI impacts and status reporting.Responsibilities
Provide direct and indirect leadership, supporting colleague readiness initiatives driving change, adoption, and operational excellence.
Lead and foster a culture of consistency, accountability, and continuous improvement.
Manage the intake of projects/initiative through established meeting cadences to assess impact and assign to the appropriate project, communication, and knowledge writers.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Apply structured change management methodology, organizational/operational model design and business process frameworks and approaches to roll out tactical and strategic initiatives.
Analyze complex ideas, business cases, and organizational issues to build meaningful recommendations leading to the development of a strategy and roadmap for execution.
Design, implement, and/or influence internal governance controls/processes. Manage governance throughout the organization to ensure adherence to policies and procedures.
Collaborate with and influence enterprise business partners representing voice of the customer to shape experience.
Use data and insights to inform conclusions, measure outcomes and support decision-making.
Engage with senior leaders, aligning initiatives with overarching company objectives.
Provide guidance to senior leadership on transformation delivery and operational excellence impacting agent and customer experience.
Attract and retain a highly effective staff through mentoring, coaching, development and performance (formal and informal) appraisals.
Requirements
At least 10 years of relevant work experience, preferably in a change &/or project management capacity including 5 years as a people manager.
Contact center and/or retail banking experience strongly preferred.
Ability to develop a strategy/plan to use for execution into actionable projects and outcomes to deliver value to the business.
Ability to simplify complex concepts and comfortable developing executive level presentations.
Be a change catalyst capable of aligning strategy, people, process, and technology.
Understand the big picture and be able to connect the dots; comfortable in navigating within ambiguous circumstances.
Mindset to critically assess current projects with strategic goals, assign internal capacities to guarantee project success while driving personal development and career growth for team members.
Coach, guide and upskill team members while encouraging a culture of transparency and to take ownership of their personal development.
Possess strong communication (written / verbal) and interpersonal skills to communicate recommendations and impact from frontline colleagues to Senior Leaders
Education:
BS/BA is required, MA preferred.
Hours and Work ScheduleHours per week: 40Work Schedule: 8:00am - 5:00pm, Monday - FridaySome 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 OpportunityAt Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.Equal Employment and Opportunity EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt 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 growth06/30/2024