Position Overview

As a Regional Client Service Director within PNC's Private Bank organization, you will be based in Houston, TX, Dallas, TX, or Phoenix, AZ.

Summarizing the Role
The Regional Client Service Director (RCSD) leads the strategic execution of market development, growth, and operations for the PNC Private Bank Client Service organization within their respective region. This is a key strategic and operational leadership role working in partnership with regional and market senior leaders to improve synergy across the organization to promote, establish, and maintain operational efficiency.

As part of a national client service organization, the RCSD works in collaboration with peer leaders to ensure consistency across the organization. RCSDs are responsible to lead and manage people, ensure operations run smoothly, and aid in the prevention of client attrition through service excellence to grow the business. The RCSD should be able to perform efficiently in a high-pressure environment and demonstrate excellent problem-solving and decision-making skills.

Core Responsibilities
• Oversees delivery of service excellence and consistent exceptional client experiences across the region (i.e. developing, coordinating, and enforcing systems, policies, procedures, and productivity standards)
• Collaborate with leadership to develop the client service and advisor support functions to improve client and employee satisfaction
• Oversees the acquisition, career development and performance expectations of service professionals within the region (i.e. communicating job expectations; monitoring and appraising job results; counseling and holding employees accountable)
• Coaches and mentors, the market service directors and managers to ensure regions goals are achieved while attaining noteworthy client experience results, (e.g. increased NPS results, client testimonials, etc.)
• Partners with market service directors and managers to create and measure daily, weekly, monthly, and quarterly key performance indicators
• Consistently manages organization toward achievement of overall PNC Private Bank and Client Service & Middle Office goals, strategic plan, and mission
• Crafts and executes on the strategies to support business development within a region, aligned with PNC Private Bank's business and financial priorities
• Identifies cost reduction, efficiency and/or revenue enhancements and builds a strategic case to gain buy-in
• Uses critical thinking and independent judgement in making sound decisions to achieve organizational goals (team and market) and escalates or raises awareness when needed.
• Educates self, maintains awareness and ability to navigate PNC Private Bank Products, Services, and key internal partners organizations to seek timely outcomes and answers
• Balances multiple priorities: execution of daily service excellence; Project or process enhancement efforts; and change initiatives
• Champions PNC leadership standards with teams, including mobility, diversity & inclusion, training, compliance initiatives

Skills for Success in the role
• Strong leadership and management capabilities with outstanding communication skills to all levels of the organization
• Demonstrates strategic business planning ability and is a change agent
• Strong follow-through and the ability to document and implement resolution actions
• Proven ability to manage complex issues and implement and manage a successful risk/control environment
• Execution focused, overcomes obstacles, and minimizes bureaucracy
• Champion of mobility, diversity, training, compliance initiatives

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• 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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills
Business Decisions, Client Counseling, Client Relationship Building, Competitive Advantages, Customer Experience (CX), Personal Initiative, Relationship Management, Results-Oriented

Competencies
Customer Relationship Management Applications, Customer Support Policies, Standards and Procedures, Decision Making and Critical Thinking, Effective Communications, Problem Management Process, Process Management, Sales Support and Administration

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 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.

Education
Bachelors

Certifications
No Required Certification(s)

Licenses
No Required License(s)

Language Assessments

No Required or Preferred Language Assessments

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.