Manager, Delivery

Client Delivery and Operations Manager, PNC Bank

• Conduent is seeking an experienced Client Delivery and Operations Manager to lead a large banking operations portfolio supporting PNC Bank. This client-facing role is accountable for operational performance, relationship management, SLA achievement, risk and compliance, and the leadership of an organization of approximately 300 employees.
• Serve as the primary operational contact for PNC Bank stakeholders.
• Lead client governance, performance reviews, escalations, and service recovery plans.
• Oversee daily delivery across multiple banking operations functions.
• Ensure achievement of SLAs, quality, productivity, turnaround time, and compliance requirements.
• Lead and develop managers, supervisors, support teams, and frontline employees.
• Manage staffing, capacity, workforce performance, operational risks, and account priorities.
• Drive continuous improvement, process standardization, and operational efficiency.
• Partner with Quality, Training, Workforce Management, HR, Finance, Compliance, and Technology teams.
• Significant operations leadership experience in banking, financial services, BPO, or another regulated environment.
• Proven experience managing large teams and multiple operational workstreams.
• Strong client-facing, executive communication, and escalation-management skills.
• Demonstrated success managing SLAs, KPIs, quality, productivity, and operational risk.
• Strong people leadership, analytical thinking, decision-making, and problem-solving capabilities.
• Banking experience in fraud, disputes, AML/KYC, account maintenance, reconcilements, or transaction processing is preferred.
• Bachelor’s degree or equivalent relevant professional experience.
• Executive presence and communication.
• Strategic account management.
• Relationship management and negotiation.
• Operational excellence and continuous improvement.
• Financial acumen and business management.
• Data-driven decision making.
• Regulatory and risk management awareness.
• Strong people leadership and organizational development.

Key Responsibilities

• Serve as the primary operational contact for PNC Bank stakeholders.
  • Lead client governance, performance reviews, escalations, and service recovery plans.
  • Oversee daily delivery across multiple banking operations functions.
  • Ensure achievement of SLAs, quality, productivity, turnaround time, and compliance requirements.
  • Lead and develop managers, supervisors, support teams, and frontline employees.
  • Manage staffing, capacity, workforce performance, operational risks, and account priorities.
  • Drive continuous improvement, process standardization, and operational efficiency.
  • Partner with Quality, Training, Workforce Management, HR, Finance, Compliance, and Technology teams.

Candidate Profile

• Significant operations leadership experience in banking, financial services, BPO, or another regulated environment.
  • Proven experience managing large teams and multiple operational workstreams.
  • Strong client-facing, executive communication, and escalation-management skills.
  • Demonstrated success managing SLAs, KPIs, quality, productivity, and operational risk.
  • Strong people leadership, analytical thinking, decision-making, and problem-solving capabilities.
  • Banking experience in fraud, disputes, AML/KYC, account maintenance, reconcilements, or transaction processing is preferred.
  • Bachelor’s degree or equivalent relevant professional experience.

Skills

• Executive presence and communication.
  • Strategic account management.
  • Relationship management and negotiation.
  • Operational excellence and continuous improvement.
  • Financial acumen and business management.
  • Data-driven decision making.
  • Regulatory and risk management awareness.
  • Strong people leadership and organizational development.

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.

For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded:  click here to access or download the form.  Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.