Client Delivery and Operations Manager – PNC Bank

About the role

Conduent is looking for an experienced Client Delivery and Operations Manager to lead a large banking operations portfolio supporting PNC Bank. This client‑facing position is responsible for operational performance, relationship management, SLA delivery, risk and compliance, and the leadership of an organization of roughly 300 employees.

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.

Required 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.
• Banking experience in fraud, disputes, AML/KYC, account maintenance, reconciliations, or transaction processing (preferred).
• Bachelor’s degree or equivalent relevant professional experience.
• Executive presence, strategic account management, and negotiation abilities.
• Financial acumen, data‑driven decision making, and regulatory risk awareness.

Required skills

What we offer

• Opportunity to lead a high‑impact portfolio for a Fortune‑100 client.
• Collaborative culture that values individuality and continuous improvement.
• Access to Conduent’s global resources and professional development programs.