Branch Service Manager

Job Description for Branch Service Manager:

As a Branch Service Manager at PNC, you will oversee retail branch operations with a focus on driving revenue growth, improving customer satisfaction, and maintaining operational excellence. You will manage branch priorities, support team development, and deliver an exceptional customer experience across all banking channels.

Benefits for Branch Service Manager:

PNC offers a comprehensive benefits package designed to support employees both now and in the future, including:

• Medical, prescription, dental, and vision insurance coverage, including Health Savings Account (HSA) options.
• Life insurance coverage for employees and eligible family members.
• Short-term and long-term disability protection.
• 401(k) plan with company match, pension options, and employee stock purchase programs.
• Dependent care reimbursement accounts and backup child/elder care assistance.
• Adoption, surrogacy, and doula reimbursement support.
• Educational assistance programs, including select fully funded opportunities.
• Wellness initiatives with financial incentives and health-focused resources.

Job Responsibilities for Branch Service Manager:

• Manage branch priorities through strategic planning and effective execution to improve overall branch performance.
• Drive revenue growth and strengthen customer relationships through consultative conversations and customized financial solutions.
• Deliver a seamless and personalized banking experience across multiple customer service channels.
• Collaborate with internal and external business partners to achieve organizational objectives.
• Build and develop a high-performing team through recruiting, onboarding, coaching, and employee development initiatives.
• Lead and execute a structured sales process to achieve sales goals and improve customer retention.
• Increase branch revenue by attracting new customers and expanding relationships with consumer and business clients.
• Support business banking growth through community involvement and proactive business development efforts.
• Coach employees on consultative sales techniques to improve customer financial wellness and business performance.
• Maintain a working understanding of financial statements, including balance sheets and income statements.
• Ensure an exceptional customer experience through leadership, coaching, and operational support.
• Promote the use of digital banking tools and technology-enabled interactions to provide customers with convenient financial solutions and guidance.
• Resolve customer concerns effectively while maintaining smooth branch operations and high levels of customer satisfaction.
• Connect customers with the full range of PNC products and services to provide a consistent omni-channel banking experience.
• Recruit and retain top talent through structured onboarding, mentoring, and career development opportunities.
• Encourage employee growth and maintain performance standards through ongoing coaching and feedback.
• Demonstrate PNC’s values while fostering an inclusive, collaborative, and supportive workplace culture.
• Manage operational, reputational, human capital, and business risks effectively.
• Exercise sound judgment to minimize operational and sales-related risks.
• Ensure compliance with company policies, procedures, and regulatory requirements.

Qualifications for Branch Service Manager:

• Experience: Minimum of 5 years of related experience, including at least 2 years in a supervisory or leadership role.
• Education: A college degree is not required. Equivalent combinations of education, certifications, military service, or relevant experience may also be considered.
• Skills: Leadership, banking operations knowledge, customer relationship management, consultative selling, decision-making, proactive problem-solving, people management, and results orientation.
• Competencies: Digital awareness, communication, branch operations management, delegation, multitasking, and sales leadership.
• Certifications/Licenses: No certifications or licenses are required.

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