What are the responsibilities and job description for the Sales and Support Manager position at PNC Financial Services Group?
Job Profile
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 Sales and Support Manager within PNC's Private Bank organization, you will be based in Baltimore, Maryland.
Job Description
Supervises sales, service and execution support teams for new and ongoing client relationships and leads staff to achieve relevant key performance indicators and requirements.
Oversees team activities involved with support of sales, service and execution. Reviews and verifies work of the team. May act as Client Solution Specialist. Provides reports on performance.
Acts as a point of contact for clients, client teams or service partners and acts as an escalation point for complex client implementation and servicing issues.
Reviews client, account or transaction details in relevant systems/applications.
Supervises, aligns and oversees the development of the Client Solutions team's individual contributors. Serves as team subject matter resource. Coordinates team communications and meetings, performs workflow coordination, and participates in special projects and initiatives. Manages the team's development including performance management and may develop and provide training.
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.
Competencies
Customer Relationship Management Applications – Knowledge of and ability to design, develop and implement a whole range of application tools or modules used in Customer Relationship Management (CRM).
Customer Support Policies, Standards and Procedures – Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions.
Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Management Process – Knowledge of and ability to bring a reported problem to successful resolution.
Process Management – Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.
Sales Support and Administration – Knowledge of sales tasks, tools and procedures and the ability to support an organization's sales plan and process.
Work Experience
Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically 5 years of related experience, and at least 2 years of previous supervisory experience is required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
Education
No Degree
Additional Job Description
Benefits
PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC .
Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.
The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.
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.
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.
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 Sales and Support Manager within PNC's Private Bank organization, you will be based in Baltimore, Maryland.
Job Description
Supervises sales, service and execution support teams for new and ongoing client relationships and leads staff to achieve relevant key performance indicators and requirements.
Oversees team activities involved with support of sales, service and execution. Reviews and verifies work of the team. May act as Client Solution Specialist. Provides reports on performance.
Acts as a point of contact for clients, client teams or service partners and acts as an escalation point for complex client implementation and servicing issues.
Reviews client, account or transaction details in relevant systems/applications.
Supervises, aligns and oversees the development of the Client Solutions team's individual contributors. Serves as team subject matter resource. Coordinates team communications and meetings, performs workflow coordination, and participates in special projects and initiatives. Manages the team's development including performance management and may develop and provide training.
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.
Competencies
Customer Relationship Management Applications – Knowledge of and ability to design, develop and implement a whole range of application tools or modules used in Customer Relationship Management (CRM).
Customer Support Policies, Standards and Procedures – Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions.
Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Management Process – Knowledge of and ability to bring a reported problem to successful resolution.
Process Management – Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.
Sales Support and Administration – Knowledge of sales tasks, tools and procedures and the ability to support an organization's sales plan and process.
Work Experience
Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically 5 years of related experience, and at least 2 years of previous supervisory experience is required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
Education
No Degree
Additional Job Description
Benefits
PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC .
Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.
The Human Resources Service Center hours of operation are Monday - Friday 9:00 AM to 5:00 PM ET.
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.
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.
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