Customer Service Call Center Manager

Location: Fayetteville, US | Full-time | Department: BFSI

About the role

The Customer Service Call Center Manager is responsible for the overall leadership, performance, and strategic direction of the Wealth Management Client Service Center. This role oversees supervisors and client service teams that support wealth management clients, financial advisors, trust officers, and investment professionals. The Manager drives operational excellence, service quality, employee development, process improvement, and regulatory compliance while ensuring an exceptional client experience. The successful candidate will balance client service delivery, risk management, workforce planning, and business objectives to support the growth and success of the bank's Wealth Management business.

Responsibilities

• Leadership & Team Management
  • Lead, develop, and mentor Call Center Supervisors and Client Service teams.
  • Establish performance expectations and accountability standards across the department.
  • Build a high-performing culture focused on client satisfaction, employee engagement, and continuous improvement.
  • Partner with Human Resources on talent acquisition, succession planning, employee development, and performance management.
  • Manage staffing levels and organizational structure to support service demand and business growth.
• Operational Management
  • Oversee all day-to-day client service center operations supporting Wealth Management clients.
  • Ensure achievement of service standards, operational objectives, and productivity goals.
  • Develop and maintain procedures that promote consistency, efficiency, and service excellence.
  • Monitor call center metrics and trends to identify opportunities for improvement.
  • Implement process enhancements and technology solutions that improve client and employee experiences.
• Wealth Management Client Experience
  • Ensure delivery of exceptional service to affluent, high-net-worth, trust, and investment clients.
  • Serve as an escalation point for complex client service issues and sensitive situations.
  • Collaborate with Wealth Advisors, Portfolio Managers, Trust Officers, Private Bankers, and Operations leaders to enhance service delivery.
  • Promote a client-centric culture across all client touchpoints.
• Strategic Planning & Performance Management
  • Establish departmental goals aligned with Wealth Management and bank objectives.
  • Develop workforce plans, forecasting models, and resource strategies.
  • Analyze key metrics and produce management reporting for senior leadership.
  • Drive continuous improvement initiatives focused on service quality, efficiency, risk reduction, and employee effectiveness.
  • Manage departmental budgets and vendor relationships, where applicable.
• Compliance & Risk Management
  • Ensure adherence to all banking regulations, internal policies, privacy standards, and Wealth Management procedures.
  • Maintain strong controls surrounding client information, account servicing, and authentication processes.
  • Partner with Compliance, Legal, Risk, and Audit teams to address regulatory requirements.
  • Monitor operational risks and implement corrective actions as necessary.
  • Support internal and external audits, examinations, and regulatory reviews.
• Stakeholder Partnership
  • Serve as a key liaison between Wealth Management, Operations, Contact Center leadership, Compliance, Technology, and Retail Banking partners.
  • Support strategic initiatives and organizational change efforts.
  • Participate in leadership meetings and contribute to department-wide planning and decision-making.

Requirements

• Education
  • Bachelor's degree in Business Administration, Finance, Management, or a related field required.
  • Master's degree preferred.
• Experience
  • 7+ years of customer service, contact center, banking operations, or financial services experience.
  • 3+ years of leadership experience managing supervisors, managers, or multiple teams.
  • Experience within Wealth Management, Private Banking, Trust Services, Brokerage Services, or Investment Operations preferred.

Skills

• Proven leadership and people management skills.
• Experience managing service operations through metrics and performance analytics.
• Strong business acumen and strategic thinking capabilities.
• Excellent communication, presentation, and relationship-building skills.
• Knowledge of banking regulations, risk management, and compliance requirements.
• Proficiency with CRM systems, workforce management tools, call center platforms, and Microsoft Office applications.