Fighting complacency with a team that knows ‘what good looks like’The Citizens that Van Saun joined had a credo focused on three Cs — customers, colleagues, and community. From the start, Van Saun told his team that the bank’s ambition should not be “just to make it back to the pack and be mediocre.” Still, Van Saun needed to define where Citizens could find its best chances of distinguishing itself in a country with almost 4,300 FDIC-insured banks. Last year, however, Van Saun decided to shake up the TOP program. “We tend to do this,” Van Saun says, stretching his neck as if to put it on a chopping block.