Position Overview

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 a Operations Production Support Specialist Sr within PNC's Retail Product Management & Development organization, you can be based in multiple locations. Work may be performed from a quiet, confidential space in a home location, approved by PNC. You may also be asked to go into office occasionally. This position may not be available in all geographic locations.

These new roles will help build Operations framework for PNC Total Rewards and execution post-launch in 2025. The position will lead controls management and ops reporting, tracking and remediation of issues. Ideal candidates will be Independent, creative resources that will go after, triage and investigate issues and find issue resolution both short and long term.



• Focuses on benefits delivery (PNC Ops and remediation experience required) – This role is more focuses on Rewards benefits delivery – reporting on what was delivered, was it delivered correctly. There may be times where benefits are delivered incorrectly – if that happens this role will be involved with investigation and making the client whole. We envision this person working with existing ops teams for benefits remediation. This will also include working with associated tech teams to plan for a resolution to wider issues. Again - determine how we how we cure the issue, get the tech fixed, and make the client whole. We need curiosity, tenacity, and technical acumen.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Leads critical operational support and/or implementation of services, processes, capabilities or initiatives within an operational unit, and oversees performance and risk indicators.
• Establishes process performance measurements and oversees business impact. May implement critical business support services. Communicates performance statistics to internal stakeholders and senior management.
• Promotes the production workflow and oversees escalated process issues. Independently identifies and manages the resolution of exceptions and serves as a point of escalation. May coach operations process managers and team members .
• Determines and/or drives change and improvement efforts in production and/or processes. May develop and oversee policy change and/or improvement. Ensures understanding, acceptance and support for business support services, methods, capabilities or initiatives through collaboration with executives, business partners and team members.
• Ensures the business adheres to policies, procedures and regulatory standards. Independently resolves compliance issues and drives risk mitigation activities.

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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required