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Citizens Operational Excellence Director in Westwood, Massachusetts


Operational Excellence Director

Operational Excellence at Citizens Bank is an enterprise-wide function spanning across all divisions and functions of the bank. The Operational Excellence team partners with business lines across Citizens Bank to drive end-to-end engagement initiatives that transform processes, improve operating models, enhance the client experience, and deliver tangible business value through expense reduction and/or revenue generation.

The Operational Excellence Director sets the strategy, vision, and mission for the function at Citizens Bank, developing engagement plans that drive the identification of opportunities that align with divisional and enterprise goals. The role holder will be expected to collaborate with leaders throughout the organization to identify and deploy team members to focus on engagements to significantly improve business processes that start and end with the customer.

The Operational Excellence Director leads a team of professional colleagues that diagnose issues, develop data-driven insights, recommend solutions, and support implementation. Additionally, the Operational Excellence Director provides senior level engagement throughout the lifecycle of each initiative. The role holder must be comfortable operating in a dynamic and fast-paced environment and adept at managing competing priorities.

Finally, the Operational Excellence Director develops, coaches, and mentors their team, creating fulfilling careers and developing team members internally via intentional professional development planning and by identifying additional opportunities within the bank.


  • Relationship Management: Develops and maintains trusting relationships with executives, senior managers, and key business line stakeholders using effective communication, active listening, emotional intelligence, and leadership skills to foster alignment, transparency, and collaboration.

  • Portfolio Management: Cultivates the development of a pipeline of business engagement opportunities that deliver value and results.

  • Program Management: Defines and refines a broad range of reengineering and process improvement tools, methodologies and frameworks that can be utilized by the Operational Excellence Team to best deliver value.

  • Methodology: A proven expert with in-depth knowledge of all phases of a Lean, Six Sigma or process improvement activities (e.g., discover, diagnose, design, implement, measure & improve) across all aspects of an improvement (e.g., people, process, technology & policy).

  • Expertise: Is aware of the latest trends and best practices within the operational excellence practice and across other companies and industries.

  • Development: Creates and models a learning culture and a continuous improvement mindset. Serves as a mentor to develop analysts and coops and within the Operational Excellence Chapter and contributes to the goal of making the Operational Excellence Chapter a high performing team.


  • Leadership: You have experience leading an enterprise function, are a self-starter, and can challenge the status quo, take risks, envision the future, enable, empower, and motivate others to act and model Citizens’ Success Profile.

  • Communication You are a strong communicator and comfortable speaking with and presenting to business leaders using a variety of tools, strategies, and media that foster transparency, collaboration and most importantly, trust.

  • Change Management: You are an expert, able to leverage a variety of influencing tactics. You are skilled at developing and maintaining relationships and have experience addressing conflict. You empower others to turn ideas into business results by utilizing standard programs and project management tools.

  • Development: You are a skilled mentor and develop of others the Operational Excellence Chapter. You have experience with program, project, and team management. You seek and provide constructive feedback and take actions to continually self-improve.

Qualifications, Education, Certifications and/or Other Professional Credentials

  • Education:

  • A BS/BA required (science/engineering preferred) or equivalent experience.

  • A Masters Degree (MBA or equivalent experience in operations or engineering) is a plus.

  • Experience:

  • 10+ years of experience in operational improvement, financial services, banking and/or consulting with a history of leading cross-functional initiatives that resulted in significant value realization.

  • 3+ years of experience leading teams and functions delivering business improvements across a large organization.

  • Demonstrable knowledge in multiple operational improvement frameworks, methodologies, or toolkits such as Lean, Six Sigma, Business Process Improvement, Change Management, and Organizational Design.

Hours & Work Schedule

  • Hours per Week: 40

  • Work Schedule: M-F 8:00 AM to 5:00 PM

At this time, Citizens will not sponsor a new applicant for employment authorization for this position.

Pay Transparency

The salary range for this position is $150,000-$175,000, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit .

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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