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

Overview

This is a hybid role that will work in office 3 days per week and 2 days remote. This role will be located in Phoenix, AZ.

The Manager Client Support Shared Services leads a team delivering real-time support for consumer and/or business clients, executing routine and complex servicing tasks across channels, coordinating across partners as needed, and ensuring end-to-end ownership through resolution. The Manager is accountable for team performance, service quality, and consistent execution of Service Excellence standards (Fast, Accurate, End-to-End Ownership, Great Communication, and Made My Day).

Responsibilities & Qualifications

Duties & Responsibilities:

• Service Excellence Leadership - Lead and coach consistent execution of Service Excellence standards (Fast, Accurate, End-to-End Ownership, Great Communication, and Made My Day). Inspect Service Excellence performance through regular routines and provide coaching based on findings. Model end-to-end ownership and communication excellence when engaging with customers, bankers, and partners. Identify opportunities to elevate the overall client and banker experience across the team.
• Performance Management - Ensure consistent execution of real-time servicing across channels, including Intake of client and banker requests, execution of routine and complex servicing needs, and resolution of escalated or complex issues. Monitor and manage team capacity, workload distribution, and time zone coverage to ensure responsive, continuous service delivery. Track and analyze performance metrics (ex. SLAs, quality, timeliness) to identify trends, address gaps, and improve overall team effectiveness. Identify opportunities to elevate the overall client and banker experience across the team.
• Risk & Compliance - Ensure adherence to regulatory requirements, internal policies, and control procedures. Monitor quality assurance results, address gaps, and coach associates to strengthen adherence discipline / Ensure timely completion of required compliance training and certifications. Provide process walkthroughs and data to Audit and testing teams as appropriate.
• Talent Development- Provide coaching and development to strengthen relationship management and Service Excellence. Deliver clear, actionable feedback aligned to performance expectations. Support onboarding and skill development to build team capability. Identify and develop high-potential talent to support succession planning.

Qualifications:

Minimum Required Education and Experience: Bachelor's Degree and 4 years' experience OR High School Diploma or GED/Equivalent and 8 years' experience in financial services and customer service.

Preferred Qualifications:

• Minimum of 2 years of experience managing a team, 4 years of experience is preferred.
• Strong communication skills both written and oral.
• Strong customer service experience; experience coaching others on customer service.
• Experience in change management.
• An ideal candidate will have a service excellence mindset, be proactive, and being a caring, candid coach.

Additional Information

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.