Director, Hybrid Client Support Center

First Citizens; Phoenix (AZ); Hybrid; USD 170,000 - 210,000; Full time

Job summary

First Citizens Bank is seeking a Director, Client Support Center to provide strategic and operational leadership for 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 improving performance and cost to serve.

This role drives the contact center strategy, translating business objectives into operating plans and leading

Qualifications

• Bachelor's Degree with 8+ years' leadership/operations experience or High School Diploma/GED with 12+ years' leadership/operations experience in Operations & Leadership

Responsibilities

• Operations Oversight - Establishes and executes the strategic direction, operating model, and priorities for the Client Support Center; directs daily operations and ensures efficiency and quality.
• Collaboration - Leads enterprise initiatives to transform client experience and efficiency, builds internal relationships to deliver value to clients and products, and drives change.
• Managerial Functions - Sets expectations, updates operations policies, manages staff performance and development, and fosters a client-first, control-focused culture.
• Compliance - Maintains policies, processes, and controls; manages operational risk and supports audits.

Education

Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years' experience in Operations & Leadership

Job description

First Citizens Bank is seeking a Director, Client Support Center to provide strategic and operational leadership for 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 improving performance and cost to serve.

This role drives the contact center strategy, translating business objectives into operating plans and leading