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