PNC Mass Affluent Customer Care Group Leader - Card 

Remote, Remote 

696963292

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 Credit Card 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.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 requiredneeded to be successful in this position.

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.No Required Certification(s)No Required License(s)

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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