Position Overview

You can play a critical role in the success of PNC as a member of our Retail Bank Operations team. You’ll help drive crucial behind-the-scenes functions for many lines of business. This includes essential items such as managing the cash needs of our branch and ATM networks, protecting the bank from potential fraud, and identifying ways to continually improve our processes. If you’re ready for exciting new challenges in your career, bring your passion and expertise to PNC.

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. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As an Operations Work Lead within Retail Bank Operations, you will be based in Cleveland, OH. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis.

This role has a working schedule of Monday - Friday 4PM-1230AM est with an occasional Sunday shift.

We are looking for a candidate that has experience with, but not limited to;

• Working experience with MICR printers, desktop encoders, iTrans equipment.
• Ability to perform preventative maintenance on the machines, and how to escalate issues that are beyond our expertise.
• Ability to effectively communicate issues and give details of the machines when working with technicians and or any other issues encountered throughout the evening.
• Assist with writing procedures.
• Assist with gathering data and creating measurements regarding productivity.
• Assist the manager with daily workflow.
• Sense of urgency and understanding of deadlines and prioritizing tasks.
• The ability to pivot if the production day is not a normal production day; dealing with issues and changing up the game plan as unexpected circumstances occur.
• Assist with production.
• Be the subject matter expert for all processes on off-shift.
• Positive approach to process improvement and change.

Job Description

• Oversees operations workflow and assists team with executing transactions/processes.
• Monitors and coordinates the operations workflow and assists team members with escalated issues. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and serves as a point of escalation. Partners internally to resolve escalations and provide guidance. May interact with external customers and third parties in completing transactions or resolving escalated issues.
• Coaches team members and provides applicable training. May lead team huddles/meetings and/or continuous improvement sessions. May provide input on team member performance and development.
• Provides consultation and advice to internal and external customers. Reviews existing processes, recommends improvements and may assist with implementation. Provides input and may update standard operating procedures. Participates in and may serve as a subject matter resource for projects.
• Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures. May review reports to identify exceptions, monitor quality and ensure compliance. May participate in risk mitigation activities. Verifies the completeness and accuracy of 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.

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