Description

Emerging Markets Program Manager-Retail Banking:

As the Emerging Markets Program Manager, this leadership role is responsible for shaping and executing Citizens Bank’s enterprise-wide strategy to enhance accessibility and inclusivity for customers with limited English proficiency (LEP) across the Retail and Consumer Banking division. This highly visible position partners with senior executives and cross-functional leaders to drive a customer-centric, compliant, and scalable approach to multilingual service delivery.

The role requires a strategic thinker and operational executor who can translate community needs and market insights into actionable programs that align with Citizens’ broader growth objectives. The Program Manager will lead a dedicated team and manage external partnerships to ensure seamless implementation and adoption of language-access initiatives across products, channels, and customer journeys.

Accountabilities and responsibilities include:

Language Selection – lead efforts to determine in which non-English language(s) to provide products and services.Develop translation and interpretation policies, protocols, and standards. Product Selection – lead efforts to determine and prioritize which products and services to offer in non-English language(s) based on community needs, market demands, operational limitations, and regulatory considerations. Channel Selection – working with business-owners and support organizations, determine and prioritize channels through which products would be offered in non-English languages.Customer Journey Selection – Evaluate end-to-end customer journey, and in partnership with relevant departments, determine engagement points that will be provided in selected language(s).Work with appropriate business lines / support groups, oversee the effective implementation of service delivery in selected language(s).Develop and monitor performance metrics and ensure market adoption of services.Ensure program meets all applicable regulatory requirements.Oversee the hiring, development and management of team members and external contractors needed to implement the strategy.

Experience:

5 – 9 years’ experience in financial services product management / marketingDemonstrated experience in launching new products or services Project management experience is requiredProven experience in working with senior executives from cross section of an organization Strategic thinker with a record of implementation successExcellent analytics capabilitiesExcellent communications SkillsStrong bi-lingual or multi-lingual skills a plus

Education:

Bachelors Degree requiredMasters Degree a plus 

Pay Transparency:  The salary range for this position is $160,000-$230,000 per year. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. This position is bonus eligible in addition to base salary.  

Work Schedule: 

Hours per Week: 40Work Schedule: M-F                   * This role may sit at a local branch office to accommodate potential candidates 

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.