Hybrid Manager, Client Support Shared Services

First Citizens; Phoenix (AZ); Hybrid; USD 85,000 - 125,000; Full time

Job summary

First Citizens is seeking a Manager, Client Support Shared Services in Phoenix to lead a team delivering real-time servicing across channels. You will coach staff, manage performance metrics, and ensure end-to-end ownership with a focus on service excellence.

The role combines in-office collaboration three days a week with two days of remote work, emphasizing strong communication and coaching to elevate client and banker experiences.

Qualifications

• Strong communication skills—written and oral.
• Extensive customer service experience and coaching abilities.
• Experience with change management and process improvements.

Responsibilities

• Lead real-time servicing across channels and coach the team to meet service standards.
• Manage workload, capacity planning, and time-zone coverage to ensure responsive service.
• Ensure adherence to regulatory requirements and internal controls; provide data to audits.

Skills

Communication skills

Customer service

Coaching

Change management

Service excellence mindset

Education

Bachelor's Degree

High School Diploma or GED/Equivalent

Job description

First Citizens is seeking a Manager, Client Support Shared Services in Phoenix to lead a team delivering real-time servicing across channels. You will coach staff, manage performance metrics, and ensure end-to-end ownership with a focus on service excellence.

The role combines in-office collaboration three days a week with two days of remote work, emphasizing strong communication and coaching to elevate client and banker experiences.