Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success.

As the Mass Affluent Sales and Client Experience Manager, you will be a member of PNC's Retail Banking organization reporting to our Mass Affluent Customer Care Business Leader.

In this role, you will be at the forefront of executing and influencing the enterprise Customer Care Center operational strategy to ensure attainment of all Premium Service business outcomes. You will collaborate to align strategies, roadmaps, and development plans as we create a new routing and servicing strategy to enhance the customer experience and support new products and programs.

If you are an accomplished leader with a proven track record of leading teams and driving performance along with transformative change, we invite you to apply for this challenging and rewarding position at PNC. Join us in shaping the future of the retail organization and contributing to the success of PNC.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Owns the daily operation of a customer service organization. Leads and directs the overall customer/client experience and outcomes in order to optimize performance. Delivers CARES model to customers and service partners.
• Communicates with internal and external stakeholders on current performance and contributes to the global business strategy. Responsible for the real time management to enhance the business, customer, and employee outcomes for the organization.
• Ensures that reporting is accurate and completed in a timely manner. Manages and /or conducts problem solving locally to own to issues and share continuous improvement opportunities to the appropriate level leadership. Identifies department-level trends.
• Manages escalated issues and interacts with customers. Manages the customer experience process.
• Inspires, motivates, coaches and develops front-line leaders and staff. Leads and encourages ownership of change efforts and all outcomes. Effectively plans, organizes, directs, analyzes and evaluates supervisors, staff and processes. Manages and sets the performance and operating standards for the customer support supervisors and team members.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required