Senior Program Manager (GCC Transfer Phase)

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.

This 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
• Talent acquisition and onboarding
• Compensation, payroll, and statutory readiness
• Technology platforms 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 or 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 hypercare
• 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.

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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.

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