Merchant Services Client Solution Manager II - Corporate & Institutional Banking; C&IB

Position: Merchant Services Client Solution Manager II - Corporate & Institutional Banking (C&IB)
** 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 Client Solution Manager II within PNC's Corporate & Institutional Banking (C&IB) Merchant Services organization, you can sit anywhere within the PNC footprint.

As a Client Solution Manager II within PNC's Corporate & Institutional Banking (C&IB) Merchant Services organization, you lead a team responsible for the day-to-day client experience and the long-term health of the portfolio. You are accountable for how your team delivers service, protects revenue, retains clients, and identifies growth opportunities across an assigned book of existing Merchant Services clients.

You manage and develop a team of Relationship Management and Service Support professionals who support clients post-sale.

Your role is to set clear expectations, coach performance, and hold the team accountable for executing on client experience outcomes, service stability, issue resolution, revenue protection, and portfolio growth. You ensure work is prioritized correctly and executed consistently across the client lifecycle.

This role requires deep working knowledge of Merchant Services solutions and interchange economics. You guide your team in identifying interchange impacts, pricing considerations, and solution design opportunities that protect revenue, address client concerns, and support sustainable portfolio growth. You are expected to challenge recommendations that introduce risk and reinforce disciplined, informed decision-making.

This position is focused on people leadership and operational execution, not individual client coverage. You translate strategy into action, monitor results, and intervene quickly when service quality, client satisfaction, revenue, or retention is at risk.

The Client Solution Manager II also serves as a trusted service partner and escalation point for clients, working closely with internal Operations, Technology, Risk, and Implementation teams to resolve complex Merchant Services issues, minimize disruption, and improve overall client satisfaction. You leverage your expertise to drive effective root-cause resolution rather than temporary fixes.

Candidates must bring a minimum of 5 years of Merchant Services experience, with a strong background in client support, service delivery, or operations. Demonstrated knowledge of interchange, pricing structures, and Merchant Services solutions is required. Prior experience leading service teams, mentoring colleagues, and managing escalations within a Merchant Services environment is preferred.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

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

** Job Description*
* + 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 and risk controls.

+ Manages client exceptions and highest level escalations.

+ Manages and maintains relationships with internal/external service partners.

+ Manages, aligns, and oversees the development of the C&IB Merchant Services Commercial Relationship Management team which may include supervisors and individual contributors.

+ Directs and manages all sales, service and execution support for new and ongoing complex C&IB client relationships and leads staff to achieve relevant KPI's and requirements.

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