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Description

As a part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! As the Branch Workforce Management Lead, you will be responsible for leading the development of Citizens retail staffing models, working with specialized tools and software to evaluate, recommend, and support the implementation of branch staffing. You will also identify and compile data sets using a variety of tools to help improve and measure the success and effectiveness of staffing models. Additionally, while in this role, you will work directly with the Retail Leadership team to ideate strategies, analyze scenarios, and implement changes as business needs evolve. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

+ Lead the development of Citizens retail staffing models across the branch network, leveraging Workforce Management Software to determine optimal branch staffing across sales and service functions

+ Manage routine FTE forecasting. Conduct scenario planning and analysis to interpret trends and variances.

+ Collect data on branch staffing statistics to make recommendations on improving workforce efficiency and operations.

+ Build business requirements, execute projects and derive business insights.

+ Execute changes in staffing targets for business partners and reporting.

+ Work with finance partners to ensure financial objectives related to staffing are being met.

+ Communicate and consume cross functional insights and analysis results to Leadership through reports and presentations. ensure analytics solution meets the business requirements.

+ Work with business owners to translate business activities and objectives into parameters for analytical models.

+ Collaborate with team members to understand, communicate, and implement analytics and process best practices.

+ Identify opportunities for process optimization.

+ Conduct ad hoc analysis on retail performance (staffing, sales) using basic tools as needed (e.g. excel)

+ Work with functions to conduct scenario planning and analysis, and interpret trends and variances.

+ Ability to work independently and as a member of a team.

+ Ability to coordinate multiple projects and meet deadlines.

Qualifications, Education, Certifications and/or Other Professional Credentials

+ Required Qualifications

+ 5+ years of relevant work experience; administrative support of Retail branches preferred

+ Knowledge of Verint Workforce Management software required

+ MS Office, including intermediate level of Power Point and Excel

+ Strong communication skills

+ Strong attention to detail

+ Strong analytical skills; ability to analyze data and identify trends

+ Strong research and problem solving skills

+ Process improvement mindset

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: Monday - Friday, 8:00am - 5:00pm

Role is onsite 4 days/week in a Citizens hub office location.

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.

11/28/2025