Regional Client Service Director - West 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 Houston, TX, Dallas, TX, or Phoenix, AZ.

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.

• 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

• 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

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.…