How will your role impact First Command?

Under the supervision of the VP of Bank Service and Support, the AVP Manager is responsible for delivering a World Class client experience by coaching and developing the team members to drive excellence across the Client Support, Field Support, and Business Banking functions. The AVP Manager is also responsible for the supervision, hiring, and training of personnel in these functions. Managers conduct regular audits across all Service and Support functions to ensure adherence to established procedures, identify opportunities for process improvements, and uphold the highest standards of service quality. Additionally, the AVP Manager will compile and present regular reports on performance metrics, team progress, and key issues to senior management, offering actionable insights to drive improvements. The position requires comprehensive knowledge of bank procedures and products, excellent customer service and communication skills, and the ability to effectively manage complex or escalated situations, drawing on experience beyond that of direct reports. This role also involves working with third-party vendors to address issues, resolve problems, and suggest enhancements. The AVP Manager will serve as the first level of supervisory escalation for the team.

What will you be doing?

• Lead and develop the team by managing recruitment, training, coaching, goal setting, performance reviews, and career development.
• Drive business results by fostering a coaching culture that focuses on quality, accuracy, and efficiency.
• Guide the team through change and continuously improve service, processes, and team engagement.
• Monitor and analyze performance metrics to influence service standards and consistency.
• Ensure compliance with all bank policies, regulations, and procedures, balancing risk and business decisions.
• Oversee the approval process for critical banking transactions, ensuring alignment with company policies and regulatory standards.
• Manage reporting functions, ensuring the accurate tracking, analysis, and presentation of key performance metrics to senior management, with actionable insights to drive business decisions and improvements.
• Resolve complex issues by collaborating with internal and external partners to improve client service and solve problems.
• Lead initiatives for process improvements that enhance client satisfaction, associate engagement, and operational efficiency.
• Develop and maintain career development programs that ensure associates' success and career progression.
• Serve as a liaison during audits, ensuring strong results for the business.
• Support cross-departmental challenges that impact clients and work with IT on third-party resolutions.
• Coordinate training sessions and plan ongoing training initiatives to maintain team readiness.
• Ensure readiness in event planning and service delivery while minimizing risk during operations.
• Develop and maintain business continuity plans to minimize operational disruptions during system maintenance and upgrades.

Who will you lead?

• Incumbent must have the ability to supervise people and motivate in order to deliver and guarantee high quality assurance standards. 

What skills/qualifications do you need? 

Education

• BA/BS in a related field or equivalent professional experience.

Work Experience

• 10+ years in financial services, banking, or customer service.
• 3+ years of leadership experience, with a focus on team coaching and development.
• 2+ years of supervisory experience, ideally in a contact or call center environment (preferred).

 Required Knowledge, Skills, and Abilities

• Deep understanding of the connection between client experience and employee experience.
• Proven track record of leadership in team development, coaching, and performance management.
• Strong analytical and problem-solving skills to address complex business challenges.
• Demonstrated leadership ability and a passion for client service.
• Effective communication and emotional intelligence, with a focus on critical thinking and team collaboration.
• Strong understanding of banking regulations for various accounts (business, trust, estate, IRA). Ability to apply bank policies appropriately, balancing risk and exceptions.
• Outstanding customer service, communication, problem-solving, and critical thinking skills, with a proven ability to manage challenging situations, resolve conflicts, and ensure positive outcomes for both customers and the organization through effective interpersonal interactions.
• Ability to manage teams in both remote and in-person environments. Availability to support operational hours: Monday–Friday (7am–12am), Saturday (9am–3pm).
• Preferred knowledge of Jack Henry and Silverlake systems.
• Proficiency in MS Office Suite.

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