Director Client Support Center (Hybrid - Phoenix/Raleigh)

Overview

This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office located in either Phoenix or Raleigh.

The Director, Client Support Center provides 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, consistent, and compliant client experience across voice and digital servicing channels while improving operational performance, associate effectiveness, and cost to serve.

This leader drives the contact center strategy, translates business objectives into executable operating plans, and leads through managers to achieve client-experience, service, financial, workforce, risk, and control outcomes. The Director partners closely with product, operations, technology, data, digital, risk, compliance, and business leadership to resolve systemic client issues, modernize servicing capabilities, and improve end-to-end client journeys.

Responsibilities & Qualifications

Qualifications:

• Minimum Required Education and Experience: Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years' experience in Operations & Leadership
• Duties & Responsibilities: Operations Oversight - Establishes and executes the strategic direction, operating model, and annual priorities for the Client Support Center. Directs daily operational activities, ensuring efficiency, accuracy, and quality of work. Reviews operational processes for opportunities of improvement and makes appropriate changes. Addresses escalated operational or service issues, communicating with all involved parties for resolution. Implement and manage projects that support business and departmental goals.
• Collaboration - Leads and/or delivers significant contributions for both enterprise and operational initiatives that drive transformation of the client experience, processes and/or efficiency. Forges relationships internally within the bank to deliver value to our clients and/or products. Influences stakeholders to address upstream product or process issues that create avoidable client contacts or operational complexity. Works closely with department leadership and other business units to support business strategy and ensure goals are achieved. Directs change across the department.
• Managerial Functions - Establishes and monitors expectations to achieve team goals. Makes appropriate changes to operations policies, procedures, and internal controls to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development. Builds a client-first and control-focused culture characterized by empathy, ownership, sound judgment, accountability, and continuous improvement.  Develops succession plans and leadership pipelines for critical management and operational roles
• Compliance - Ensures all operational policies and procedures are regularly reviewed and updated. Ensures compliance with all policies, processes, and internal controls. Manages an operational risk framework within Bank activities. Facilitates internal and external audits of operations.
• 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.

Responsibilities

Qualifications:

• Minimum Required Education and Experience: Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years' experience in Operations & Leadership
• Duties & Responsibilities: Operations Oversight - Establishes and executes the strategic direction, operating model, and annual priorities for the Client Support Center. Directs daily operational activities, ensuring efficiency, accuracy, and quality of work. Reviews operational processes for opportunities of improvement and makes appropriate changes. Addresses escalated operational or service issues, communicating with all involved parties for resolution. Implement and manage projects that support business and departmental goals.
• Collaboration - Leads and/or delivers significant contributions for both enterprise and operational initiatives that drive transformation of the client experience, processes and/or efficiency. Forges relationships internally within the bank to deliver value to our clients and/or products. Influences stakeholders to address upstream product or process issues that create avoidable client contacts or operational complexity. Works closely with department leadership and other business units to support business strategy and ensure goals are achieved. Directs change across the department.
• Managerial Functions - Establishes and monitors expectations to achieve team goals. Makes appropriate changes to operations policies, procedures, and internal controls to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development. Builds a client-first and control-focused culture characterized by empathy, ownership, sound judgment, accountability, and continuous improvement.  Develops succession plans and leadership pipelines for critical management and operational roles
• Compliance - Ensures all operational policies and procedures are regularly reviewed and updated. Ensures compliance with all policies, processes, and internal controls. Manages an operational risk framework within Bank activities. Facilitates internal and external audits of operations.

Qualifications

• 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.