Director, Client Support Center - Hybrid Strategy & Ops

First Citizens Bank; Phoenix (AZ); Hybrid; USD 120,000 - 180,000; Full time

Job summary

First Citizens Bank is hiring a Director for the Client Support Center to lead a multi-channel client servicing organization within Client Advisory Services and Enterprise Operations. The role focuses on delivering compliant, high-quality client experiences across voice and digital channels.

The Director will drive the contact center strategy, partner with product, technology and risk teams, and modernize servicing capabilities to improve end-to-end client journeys.

Qualifications

• Bachelor's Degree and 8+ years in Operations & Leadership, or high school with 12+ years of leadership experience.
• Experience directing multi-channel client servicing and contact center operations.
• Proven ability to collaborate with product, technology, risk and other units.

Responsibilities

• Operations Oversight - Sets strategic direction, operating model, and priorities for the Client Support Center; directs daily activities and drives improvements.
• Collaboration - Leads enterprise initiatives and forges internal relationships to improve client experience and efficiency.
• Managerial Functions - Manages staff performance, training, and development; builds a client-first, control-focused culture.
• Compliance - Maintains policies, processes, controls, and risk management; supports audits.

Skills

Operations leadership

Strategic planning

Cross-functional collaboration

Education

Bachelor's degree

High School Diploma or GED

Job description

First Citizens Bank is hiring a Director for the Client Support Center to lead a multi-channel client servicing organization within Client Advisory Services and Enterprise Operations. The role focuses on delivering compliant, high-quality client experiences across voice and digital channels.

The Director will drive the contact center strategy, partner with product, technology and risk teams, and modernize servicing capabilities to improve end-to-end client journeys.