Neighborhood Lead – Wealth Technology and Infrastructure Sustainment & Modernization

Citizens Wealth Management provides advanced solutions specifically designed to meet the needs of high-net-worth individuals families and foundations. We are seeking a driven professional with substantial expertise in Wealth Technology and Infrastructure Sustainment to join our Wealth Delivery team and contribute to the development of a cutting-edge platform. This position functions within the Agile Neighborhood framework supporting cross-functional teams and ensuring that the Wealth data strategy aligns with enterprise-wide objectives.

Position Overview:

The Neighborhood Lead is accountable for the stability reliability resilience and modernization of core Wealth platforms. The ideal candidate will have significant experience leading cross-functional teams supporting Wealth Technology Infrastructure and Agile initiatives that maintain critical Wealth Management systems. We seek a collaborative customer-focused leader with a digital-first mindset who drives innovative technology and infrastructure solutions to enhance client advisor and stakeholder experiences. This role combines strategic product vision with day-to-day Agile leadership to deliver secure compliant high-performing systems while promoting modernization and continuous improvement.

This position oversees daily technology operations application onboarding and offboarding production support incident management access governance and coordination with Technology Risk Compliance and business partners.

This leader ensures stability security and efficiency across Wealth systems while driving operational excellence and continuous improvement. The role requires a strategic highly organized and collaborative thinker capable of guiding teams through complex matrixed environments.

Key Responsibilities:

Product Vision & Strategy: Translate Wealth Town strategy into a multi‑year roadmap balancing modernization stability risk reduction and customer value.  Conduct market analysis competitive benchmarking customer research and platform analytics to inform decisions. Align strategy with enterprise architecture data governance and long‑term platform modernization goals.

Customer Journey Experience Owner & Stakeholder Leadership: Partner with Experience Owners SMEs and data partners to shape discovery requirements and prioritization. Ensure end‑to‑end alignment to advisor and client journeys. Serve as escalation point for strategic decisions vendor topics and platform behavior questions.

Operational Excellence & Incident Management: Oversee operational support for Wealth Management applications core platforms and shared services. Manage the intake routing and resolution of issues via central support channels (ServiceNow case queues team mailbox). Handle incident escalation communication and remediation efforts to ensure service continuity. Oversee Wealth incidents including triage root‑cause analysis corrective action and executive communication. Improve Mean Time To Repair (MTTR) reduce incident frequency and implement systemic fixes to enhance resilience. Maintain mature runbooks post‑incident reviews and on‑call frameworks. Partner with architecture infrastructure and application teams to ensure systems meet operational and compliance standards. Maintain and enhance operational processes documentation and runbooks for repeatability and quality.

Application Lifecycle Management: Manage the full lifecycle of Wealth applications—from onboarding and integration to ongoing review and eventual decommissioning. Own cross‑functional onboarding processes involving Technology Security IAM Risk Compliance and vendor partners. Coordinate technical integration activities including OKTA SSO enablement data feeds environment access and vendor connectivity. Maintain an accurate System Registry and ensure attestation access alignment and documentation remain current.

Release Environment & Change Readiness: Lead readiness for vendor releases patches infrastructure upgrades and Salesforce seasonal updates. Oversee regression strategy risk assessments environment validation and controlled cutovers.

Access Management Security & Compliance: Oversee provisioning deprovisioning entitlement reviews and IAM/OKTA/SSO governance. Manage centralized access for Wealth colleagues including onboarding transfers and terminations. Establish and maintain standard operating procedures for provisioning UER documentation and approvals. Coordinate with IAM to resolve integration gaps and implement solutions using platforms such as ServiceNow. Partner with Security and Risk to ensure least privilege access and regulatory compliance.

Risk Compliance & Regulatory Coordination: Lead coordination of audit regulatory (e.g. SEC) and risk‑related activities requiring technological evidence and responses. Drive closure of exam findings open risks and action items in collaboration with internal teams. Ensure adherence to custodial access restrictions cybersecurity requirements and enterprise policy standards.

Monitoring Observability & Performance: Develop dashboards alert thresholds telemetry and platform health indicators. Partner with Technology teams on performance tuning capacity planning and proactive detection.

Disaster Recovery & Resilience: Oversee Disaster Recovery planning failover testing documentation and continuous improvement. Validate and maintain Recovery Time Objectives / Recovery Point Objectives targets.

Agile Backlog Ownership & Delivery: Own the neighborhood backlog epics and capability definitions. Ensure high‑quality user stories acceptance criteria and sprint readiness. Coach teams to mature Agile delivery and continuous flow.

Process Optimization & Automation: Identify automation opportunities across datafeeds entitlements testing and sustainment workflows. Enhance intake triage prioritization and operational workflows.

Program & Initiative Management: Manage a portfolio of operational and strategic initiatives that span across Wealth Technology and enterprise partners. Oversee planning milestones accountability documentation and stakeholder communication for in scope initiatives. Support large scale enterprise changes such as OS upgrades (e.g. Windows 10 to 11) domain migrations vendor transitions or data center moves. Drive process improvements that enhance efficiency reduce manual effort and improve user experience.

Leadership Coaching and Culture: Lead and develop a technology support team including direct and indirect reports. Foster an inclusive accountable high performing team culture. Provide coaching performance feedback and professional development opportunities. Encourage empowerment through clear expectations ownership of work and support of independent decision making. Cultivate strong working relationships with partners across Wealth Technology Risk Compliance and vendors.

Qualifications

Over 10 years of experience in technology operations Agile product management or platform sustainment with a strong background in leading technical teams within highly regulated environments.

Extensive experience supporting Wealth Management platforms and custodial systems such as Schwab Fidelity and Pershing.

Strong understanding of Salesforce based ecosystems and enterprise integrations.

Proven expertise in cloud/SaaS technologies integrations IAM/OKTA SSO cybersecurity and managing complex dataflows.

Deep understanding of application lifecycle management access governance and operational support models.

Demonstrated ability to collaborate effectively with architects engineers and cross-functional stakeholders to drive results.

Strong communication stakeholder management analysis and problem-solving skills with the ability to remain calm and effective during critical incidents.

Skilled in documenting processes managing projects and driving continuous improvement initiatives.

Deep familiarity with Agile delivery KTLO operations and regulated environments.

Background in program management audit coordination and risk or compliance operations.

Success Measures

Reduction in incident volume and improved MTTR/MTBF.

High platform stability availability and performance.

Increased automation and improved operational cycle times.

Strong advisor and client experience outcomes.

Hours & Work Schedule

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.

Equal Employment and Opportunity Employer

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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.

What We Do

As one of the oldest and largest financial services firms in the United States with a history dating back to 1828 we’re committed to providing solutions and expertise that support our customers clients colleagues and communities in what’s next on their own unique journey. We invest in the humans who build the logic ideas and innovations that bring new technologies to life. Investments in AI cloud computing machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us you’ll find a customer-centric culture and a supportive collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation

Why Work With Us

We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits plus a diverse culture of people and perspectives we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving and we believe you can too.

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