Regional Client Service Director – Southeast Region

PNC•Raleigh, NC

1d•Onsite

About The Position

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.

Requirements

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
Roles at this level typically require a university / college degree.
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.

Nice To Haves

Higher level education such as a Masters degree, PhD, or certifications is desirable.
Business Decisions
Client Counseling
Client Relationship Building
Competitive Advantages
Customer Experience (CX)
Personal Initiative
Relationship Management
Results-Oriented

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
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.
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.
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.

Benefits

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
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.