PNC is a leading financial services company that values its employees as its greatest asset. The Concierge Customer Service & Support Supervisor is responsible for leading a high-performing team to deliver exceptional client service to high-value clients while managing performance and operational execution.
Responsibilities:
- 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, and 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:
- Previous experience in banking
- Leadership experience
- Experience supporting high net worth clients
- Demonstrated experience with exceeding client satisfaction metrics
- Driving operational excellence
- University / college degree
- 3+ years of industry-relevant experience
- 2 years of previous managerial experience in an operations or production environment
- Bachelors (Required)
- Accuracy and Attention to Detail
- Client Relationship Management
- Customer Experience Management
- Decision Making and Critical Thinking
- Effective Communications
- Managing Multiple Priorities
- Problem Solving
- Process Management
- Products and Services
- Tech Savvy