PNC Business Banking & Financial Solutions Customer Care Leader 

United States, Ohio, Columbus 

861306277

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 Business Banking and Consumer Sales objectives. You will collaborate to align strategies, roadmaps, and development plans to enhance the customer experience and support new products and programs.Preferred Competencies/Skills:
•Proven track record of success in leadership roles defining mission and voice of the customer strategies.
•Deep understanding of business banking and core financial service solutions and their specific operational challenges.
•Strong experience in operations, process optimization, digital strategy, business development and customer relationship management.
•Experience strategically transforming care center divisions focusing on opportunities and results that drive customer wellbeing and retention.
•Exceptional problem-solving skills and a data driven approach to decision making.Job Description

• Manages all customer service activities and initiatives for a major site or multiple sites.
• Partners across the organization to ensure proper utilization of resources and achievement of service levels and financial objectives. Allocates resources for staff sharing, workload balancing and short-term forecasting.
• Executes on all applicable aspects of call center operational strategy to ensure attainment of all applicable business outcomes across call center channels
• Accountable for real-time management of all call center operations metrics. Responsible for ensuring proper coaching of customer service team to achieve performance goals and objectives.
• Leads, champions and helps prioritize improvement projects in order to deliver on call center operations initiatives and impliment best practices.
• Directly manages a team of senior leaders which includes making decisions regarding employment, compensation, performance evaluations and corrective action, if any. Responsible for building the skills and talents of the direct reports.

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 and higher level education such as a Masters degree, PhD, or certifications. Industry -relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a large scope of responsibility is 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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