Customer Service & Support Manager - CCC Group Lead

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 Customer Service & Support Group Lead within PNC's Customer Care Center organization, you will lead a team of Customer Service & Support Supervisors and frontline representatives supporting Core Service operations.

This role is responsible for driving service excellence, employee engagement, operational performance, and client satisfaction while ensuring alignment with business objectives and customer experience expectations. Successful candidates should have previous Customer Care Center leadership experience. Shift: Closing Midnight shift. 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.

• Owns the daily operation of a customer service organization.
• Leads and directs the overall customer/client experience and outcomes in order to optimize performance.
• Delivers CARES model to customers and service partners.
• Communicates with internal and external stakeholders on current performance and contributes to the global business strategy.
• Responsible for the real time management to enhance the business, customer, and employee outcomes for the organization.
• Ensures that reporting is accurate and completed in a timely manner.
• Manages and /or conducts problem solving locally to own to issues and share continuous improvement opportunities to the appropriate level leadership.
• Identifies department-level trends.
• Manages escalated issues and interacts with customers.
• Manages the customer experience process.
• Inspires, motivates, coaches and develops front-line leaders and staff.
• Leads and encourages ownership of change efforts and all outcomes.
• Effectively plans, organizes, directs, analyzes and evaluates supervisors, staff and processes.
• Manages and sets the performance and operating standards for the customer support supervisors and team members.

• 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.

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

• Accountability…