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.