Sr Change Management & Operational Modernization

Overview

This is a hybrid role with the expectation that time working will regularly take place inside and outside of our Jacksonville, FL or Portsmouth, NH offices. This role serves as the dedicated sales governance representative who will ensure system capabilities and business processes align with sales objectives across all markets. This position is responsible for defining requirements, driving cross-market alignment, supporting change adoption, and ensuring solutions are effectively implemented and sustained.

This role also operates as a subject matter expert (SME) across markets with a strong emphasis on independently building deep system and process knowledge.

• Develop and maintain a deep understanding of current and future system functionality including enhancements and roadmap initiatives.
• Demonstrate the ability to independently learn new capabilities through research, SME shadowing and hands on testing. Evaluate impacts across processes and markets, translating findings into detailed, actionable end to end business and functional requirements that are clear, complete and align with business goals.
• Act as the central point of contact for sales to evaluate current state processes, drive consolidation, and alignment across all markets prior to finalizing requirements.
• Facilitate cross-functional discussions to drive well-informed decisions that promote standardization, balance varying market needs, and account for impacts across upstream and downstream teams. Proactively identify dependencies, risks and opportunities based on system knowledge and business processes.
• Serve as a trusted partner and sales champion to sales by representing their needs, priorities, and perspectives throughout the project lifecycle. Gather, synthesize and relay feedback from sales team to inform system enhancements and process improvements.
• Advocate for solutions that enhance sales effectiveness and user experience while balancing organizational objectives.
• Communicate upcoming system and process changes with clear, relevant, and audience appropriate messaging. Drive awareness, understanding and adoption of new systems and processes across sales teams ensuring sales teams understand “the what, why and how” of system and process changes to support smooth transitions.
• Monitor adoption and provide ongoing reinforcement to ensure sustained usage and effectiveness.
• Partner with training and enablement teams to support readiness activities including training materials, sessions and reinforcement strategies.
• Lead and support user acceptance testing to validate that solutions adhere to approved requirements and expected business processes. Identify defects or gaps and ensure resolution prior to production deployment.

• Bachelor’s Degree and 6 years of Equipment Finance experience.
• High School Diploma or GED and 10 years of Equipment Finance experience.

• Ability to translate business needs into detailed requirements while driving decisions and accountability.
• Strong understanding of sales processes within at least one market, with the ability to expand knowledge across all markets to become the subject matter expert.
• Proven ability to work independently, quickly learn new functionality and translate knowledge into business value.
• Strong stakeholder management and cross-functional collaboration skills.
• Strong communication, problem solving and organizational skills.
• Experience with Salesforce preferred.
• Strong technical background or the ability to learn various technology platforms quickly.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at