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Description

Emerging Markets Program Manager-Retail Banking:

The Emerging Markets Manager leads the development and implementation of Citizens strategy to service customers with limited English-speaking capabilities throughout the Retail and Consumer Banking organization. This dynamic role will oversee the development and implementation of this strategy to provide banking services to limited English speaking customers. The role will work with Sr level stakeholders during this development and execution and will be a highly visible role throughout the Organization. Are you customer centric and ready to roll up your sleeves for this important position?

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 – 7 years’ experience in financial services product management / marketing

+ Demonstrated experience in launching new products or services

+ Project management experience is required

+ Proven experience in working with senior executives from cross section of an organization

+ Strategic thinker with a record of implementation success

+ Excellent analytics capabilities

+ Excellent communications Skills

+ Strong bi-lingual or multi-lingual skills a plus

Education:

+ Bachelors Degree required

+ Masters Degree a plus

Pay Transparency: The salary range for this position is $160,000-$220,000 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: 40

+ Work Schedule: M-F

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

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

06/30/2025