Shared Services Client Support Manager - Hybrid Lead

First Citizens Bank; Phoenix (AZ); Hybrid; USD 100,000 - 140,000; Full time

Job summary

First Citizens Bank in Phoenix, AZ is seeking a Manager to lead the Client Support Shared Services team, delivering real-time servicing across channels and coaching staff to ensure end-to-end ownership and service excellence.

The role combines strategic leadership with hands-on coaching in a hybrid setting (3 days in office, 2 days remote). The ideal candidate will drive performance, uphold risk/compliance standards, and foster proactive client experiences.

Qualifications

• Bachelor's Degree with 4+ years in financial services and customer service OR High School Diploma/GED with 8+ years in financial services and customer service.

Responsibilities

• Lead and coach the team to consistently execute Service Excellence standards across channels.
• Monitor real-time servicing, manage workload, and ensure responsive service delivery.
• Ensure compliance with regulatory requirements, internal policies, and control procedures; support audits.
• Develop talent, provide actionable feedback, and support onboarding and skill development.

Skills

Coaching

Communication

Customer service

Change management

Leadership

Performance management

Risk & compliance

Education

Bachelor's Degree

High School Diploma / GED

Job description

First Citizens Bank in Phoenix, AZ is seeking a Manager to lead the Client Support Shared Services team, delivering real-time servicing across channels and coaching staff to ensure end-to-end ownership and service excellence.

The role combines strategic leadership with hands-on coaching in a hybrid setting (3 days in office, 2 days remote). The ideal candidate will drive performance, uphold risk/compliance standards, and foster proactive client experiences.