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. In AMG Operations, we want to inspire new and innovative ideas on how to provide “best in class” service to our customers.

As the Manager of the AMG Operations Employee Benefit Distributions Call Center, you will be based in Pittsburgh, PA.

We seek motivated, driven, and creative individuals that enjoy working as part of a team in a high-energy environment which thrives on innovation and ingenuity. You will work together to create innovative solutions which will provide our clients with an exceptional customer experience. Valued opinions, supported by collaborative teams, impact the success of AMG and AMG Ops.

We want to continue to deliver a world class experience to the participants in the pension plans of our institutional clients. The Call Center Team within the Employee Benefits Group is responsible for answering and returning calls received through the Employee Benefits Distributions toll free line regarding the recurring pension payments issued upon direction of our institutional clients. All teams will work together to ensure each participant is afforded a “best in class” experience. The Call Center Team is supported by members of the other teams during periods of peak volumes and to always ensure coverage when individuals are taking their time away. The Call Center Team is trained on the processes which involve or impact our pension participants, to not only prepare them to respond to any situation but also to prepare them for future advancement opportunities.

The Call Center Manager will be responsible for ensuring team members are fully trained, escalations are managed timely, call center metric reporting is reviewed and leveraged to ensure performance remains within expected standards and to continuously create efficiencies and enhance the experiences provided. They will collaborate with the managers of the other teams and with the department and group managers. They will be involved with all projects involving EB which include phone and pension system upgrades and will support new client conversions.

The ideal candidate will meet the following qualifications:

• Experience managing a call center or similar customer service-oriented team.
• Employee benefit, pension, recordkeeping or 401(k) experience is desired.
• Experience with developing metrics, reporting and scripts, as well as call routing.
• Must be comfortable with continual changes as the business continues to grow and as our customer authentication processes continue to be enhanced.
• Must be able to continually multi-task and re-prioritize, have excellent written and verbal communication skills and be comfortable interacting with individuals within the line of business, our technology and peer partners and our vendors in addition to the pension plan participants.
• Experience creating and maintaining an engaged team comprised of individuals working both on site and remotely.

Job Description

• Executes operating plan and communicates strategy to operations team. Responsible for one or more functions across one or more sites. Manages supervisors and/or individual contributors.
• Manages and is responsible for achieving desired business results. Acts as a senior point of escalation and resolves exceptions. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. May interact with customers and/or third parties in completing transactions or resolving escalated issues.
• Manages all human resources related activities for direct and indirect reports and maintains employee engagement. Provides coaching and development to team members. Leads staff meetings, communicates strategy and translates into tactical operating plans.
• Provides consultation and advice to service partners and customers. Identifies and influences strategic improvement initiatives and serves as a representative for operations group on projects. Develops and/or approves standard operating procedures as appropriate. Recommends policy improvements.
• Oversees the control framework for unit(s) of responsibility. Reviews reports to identify exceptions, monitor quality and ensure compliance. Manages and is accountable for risk mitigation and business resiliency activities. Verifies completeness and accuracy of procedures. May review transactions and related documents. Verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures.

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

Accountability, Customer Needs (Inactive), Customer Solutions, Ensure Compliance, Personal Initiative, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP)

Competencies

Decision Making and Critical Thinking, Effective Communications, Internal Resource Coordination, Operational Functions, Problem Management Process, Process Management, Standard Operating Procedures

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, job specific certification(s), and experience (including military service) may be considered.

Education

No Degree

Certifications

No Required Certification(s)

Licenses

No Required License(s)

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; 8 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 pncbenefits.com > New to PNC.

• For more information, please click on the following links:

Time Away from Work

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. 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.

California Residents

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