Director, Client Support Center — Hybrid Ops & Experience Leader

First Citizens Bank; Raleigh (NC); Hybrid; USD 170,000 - 250,000; Full time

Job summary

First Citizens Bank in Raleigh/Phoenix is seeking a Director, Client Support Center to lead a multi‑channel client servicing organization within Client Advisory Services and Enterprise Operations. The Director is accountable for delivering exceptional, compliant client experience across voice and digital channels while boosting performance, cost-to-serve, and associate effectiveness.

You will partner with product, operations, technology, data, risk, and leadership to modernize servicing and

Qualifications

• Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years experience in Operations & Leadership.
• Experience leading multi-channel client servicing teams.
• Ability to manage operating plans and budgets.

Responsibilities

• Establishes and executes the strategic direction for the Client Support Center.
• Directs daily operational activities to ensure efficiency, accuracy, and quality.
• Leads enterprise initiatives to transform the client experience and reduce complexity.
• Develops succession plans and leadership pipelines for critical roles.

Skills

Operations leadership

Cross-functional collaboration

Process improvement

Staff performance management

Education

Bachelor's Degree

High School Diploma or GED

Job description

First Citizens Bank in Raleigh/Phoenix is seeking a Director, Client Support Center to lead a multi‑channel client servicing organization within Client Advisory Services and Enterprise Operations. The Director is accountable for delivering exceptional, compliant client experience across voice and digital channels while boosting performance, cost-to-serve, and associate effectiveness.

You will partner with product, operations, technology, data, risk, and leadership to modernize servicing and