Manager Client Support Shared Services

First Citizens Bank•Phoenix, AZ

16h•Hybrid

About The Position

The Manager Client Support Shared Services leads a team that provides real-time support to consumer and/or business clients. The team handles routine and complex servicing tasks across channels, coordinates with partners as needed, and maintains 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. This hybrid role is based in Phoenix, Arizona, with three days per week in the office and two days remote.

Requirements

Bachelor’s degree and 4 years of experience, or high school diploma/GED or equivalent and 8 years of experience, in financial services and customer service.
Strong written and oral communication skills.
Strong customer service experience, including experience coaching others on customer service.
Experience in change management.
Service excellence mindset; proactive approach; and ability to be a caring, candid coach.

Nice To Haves

At least 2 years of experience managing a team; 4 years of team management experience is preferred.

Responsibilities

Lead and coach the team’s consistent execution of Service Excellence standards.
Inspect Service Excellence performance through regular routines and coach based on findings.
Model end-to-end ownership and excellent communication with customers, bankers, and partners.
Identify opportunities to improve the client and banker experience.
Ensure consistent real-time servicing across channels, including intake of client and banker requests, routine and complex servicing, and resolution of escalated or complex issues.
Monitor team capacity, workload distribution, and time-zone coverage to support responsive, continuous service delivery.
Track and analyze performance metrics, such as service-level agreements, quality, and timeliness; identify trends, address gaps, and improve team effectiveness.
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.
Coach and develop associates to strengthen relationship management and Service Excellence.
Deliver clear, actionable feedback aligned with performance expectations.
Support onboarding and skill development to build team capability.
Identify and develop high-potential talent to support succession planning.