Senior Program Manager (GCC Productivity and Optimization)

Senior Program Manager GCC Productivity and Optimization

Location and Work Model
This role requires a four day on site hybrid work schedule in Johnston, RI, Phoenix, AZ, Westwood or Medford, MA, Plano, TX, Iselin, NJ, Pittsburgh, PA, Franklin, TN, Cleveland, OH, or Chicago, IL.

Role Focus
GCC Productivity, Throughput Optimization, Workforce Efficiency, Global Delivery Performance

Role Overview
The Senior Program Manager for GCC Productivity is responsible for driving measurable productivity improvement, workforce leverage, and operational efficiency across Citizens Global Capability Center. The role focuses on optimizing throughput, improving delivery velocity, strengthening global team performance, and ensuring that the GCC consistently produces high quality output that meets enterprise expectations. In addition, this role will focus on optimizing the day to day operating model for our global teams, providing oversight and direction.

This leader partners closely with technology, engineering, architecture, security, finance, and GCC leadership to establish productivity standards, analyze performance data, identify bottlenecks, and implement improvements that increase effectiveness across United States and India based teams. The role emphasizes data informed execution, cross border collaboration, process optimization, and sustainable productivity gains within our technology GCC.

Key Responsibilities

GCC Productivity and Performance Optimization
• Lead enterprise level productivity programs that improve throughput, velocity, and delivery efficiency across GCC teams

• Establish clear productivity baselines and performance expectations aligned to enterprise delivery models
• Analyze operational metrics to identify inefficiencies, constraints, and emerging productivity challenges
• Partner with engineering, technology, and finance teams to validate productivity assumptions and ensure accuracy
• Drive measurable improvement plans that increase output without compromising quality or risk standards

• Lead implementation of selected tool as required

Data Informed Operations and Capacity Management
• Use operational data to inform staffing decisions, capacity modeling, and resource planning
• Maintain visibility into demand fluctuations and ensure the GCC can scale output responsibly
• Monitor key indicators including cycle time, throughput, backlog, utilization, predictability, and delivery variance
• Partner with finance and workforce planning to ensure teams are staffed efficiently and aligned to productivity goals
• Support leadership with recurring reporting, insights, and trend analysis

Process Efficiency and Continuous Improvement
• Lead continuous improvement initiatives across engineering, delivery, and operations teams
• Identify opportunities to streamline processes, improve handoffs, reduce wait time, and remove friction
• Drive adoption of standardized practices, tools, and delivery models that increase speed and reduce rework
• Partner with chapter leads, scrum leads, and delivery managers to embed sustainable productivity habits
• Ensure productivity improvements align with enterprise controls and regulatory expectations

Cross Border Collaboration and Operating Model Alignment
• Reinforce efficient and consistent ways of working across United States and India based teams
• Strengthen collaboration models across time zones to reduce delays and dependency risks
• Promote clear role alignment and responsibility mapping across global delivery teams
• Support knowledge sharing, accelerators, playbooks, and reusable assets to increase team efficiency

• Optimize day to day operating model for program delivery

Stakeholder and Leadership Engagement
• Serve as a productivity advisor to senior leaders across technology, engineering, architecture, and security organizations
• Facilitate productivity reviews, operational scorecards, and performance discussions with leadership
• Ensure transparency into productivity trends, risks, and improvement opportunities
• Anticipate productivity challenges related to demand spikes, workforce shifts, or delivery model changes

Governance, Controls, and Enterprise Standards
• Ensure productivity programs operate within enterprise controls, compliance requirements, and risk expectations
• Partner with first- and second-line risk teams to ensure productivity gains do not create new exposures
• Maintain governance structures that support transparent reporting, responsible scaling, and consistent results
• Align productivity improvements with resiliency, reliability, and audit readiness requirements