About this role
Role Overview
- Leads the day-to-day activities of a specialized team in a client service environment that performs elevated, personalized client service activities
- Acts as an escalation point and subject matter resource
- Actively coaches and mentors the client service and support team
- Proactively problem solves and owns, escalates and shares issues when appropriate in support of continuous improvement
- Consistently achieves elevated outcomes and key performance indicators for their work group in order to deepen relationships and retain mass affluent clients
- Delivers PNC's standard of service to clients and service partners
- Accountable for the performance of the client support team
- Regularly reviews team behaviors and identifies trends to drive employee engagement and improved performance outcomes
- Ensures that reporting is accurate and completed in a timely manner
- Proactively collaborates with business partners to meet client and employee needs in a responsive, efficient manner
- Manages escalated issues and interacts with clients
- Manages and owns the end-to-end client experience journey
- Identifies trends and common client experience breakdowns and performance gaps and remediates in order to elevate the client experience
- Partner with workforce management partners to drive operational efficiency
- Inspires, motivates, grows and develops client service staff
- Leads change efforts and owns all outcomes
- Effectively plans, organizes, directs, analyzes and evaluates staff and processes
Requirements
- 3+ years of industry-relevant experience
- An operations or production environment position typically requires 2 years of previous managerial experience
- Bachelors (Required)
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service