PNC Client Solution Manager Sr (GOV) in Kalamazoo, Michigan
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. As a Senior Client Solution Manager within PNC's Treasury Management Client Care organization, you will lead a team of customer service professionals who support our largest business clients across a broad spectrum of innovative solutions. You will play an integral role in leading the team through execution of our service transformation strategy, bringing key expertise in how digital process and technology enablers streamline service delivery. This position will be based in Kalamazoo, MI or Pittsburgh, PA.
A qualified candidate will possess the following skill set:
Call Center Management experience
Experience with the client life cycle (product inception through servicing)
Ability to collaborate with senior level product management
Knowledge and understanding of current client servicing technology
Directs and manages all sales, service and execution support for new and ongoing client relationships and leads staff to achieve relevant KPI's and requirements.
Monitors and oversees all activities involved with support of sales, service and execution. Recommends and implements improvements and connects strategy to business outcomes to drive desired client experience. Provides reports on performance to leadership.
Participates in establishing and ensuring compliance with internal policies and procedures. Manages client exceptions and highest level escalations.
Manages and maintains relationships with internal/external service partners.
Manages, aligns, and oversees the development of the client solutions team which may include supervisors and individual contributors.
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.
Competencies Customer Relationship Management Applications - Knowledge of and ability to design, develop and implement a whole range of application tools or modules used in Customer Relationship Management (CRM).Customer Support Policies, Standards and Procedures - Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions.Decision Making and Critical Thinking - Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.Effective Communications - Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.Problem Management Process - Knowledge of and ability to bring a reported problem to successful resolution.Process Management - Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.Sales Support and Administration - Knowledge of sales tasks, tools and procedures and the ability to support an organization's sales plan and process. Work Experience Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered. Education Bachelors
Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at firstname.lastname@example.org.
The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.
Equal Employment Opportunity (EEO):
PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.
Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.
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