Regional Client Service Director – Southeast Region

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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Regional Client Service Director within PNC's Private Bank organization, you will be based in Raleigh, NC, or Fort Lauderdale, FL. Additional locations will be considered within the Region. 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 . Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at . Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions. 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. 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 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.