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 PNC's Retail Bank Operations organization, you will be based in Cleveland, OH. The position is primarily based in a PNC location.

Shift - 8:30am - 5:00pm EST Monday - Friday

Key Duties and Responsibilities:

• Data Analysis: Gather, analyze, and interpret operational data to spot trends and identify areas for improvement throughout the fulfillment process.
• Data Entry and Records Management: Accurately input and maintain information using SharePoint, Excel, Word, PowerPoint, and OneNote to ensure data integrity and accessibility.
• Mail Handling: Receive and process incoming mail deposits efficiently and maintain proper records of all transactions.
• Teller Work: Manage deposit transactions, rigorously adhere to cash handling procedures and compliance requirements, and reconcile and balance all transactions to ensure accuracy and completeness.
• Research Accounts and Deposits: Conduct research into operational programs, including detailed investigations of accounts and deposit activities, analyze findings, and present recommendations to improve fulfillment processes or address operational issues.
• Performance Monitoring: Track key performance indicators (KPIs) such as order accuracy, cycle times, and productivity rates to help the team meet its targets.
• Process Optimization: Assess current workflows and recommend process improvements to boost efficiency and reduce operational costs.
• Reporting: Create and distribute routine reports on fulfillment metrics, operational issues, and improvement projects to management and other stakeholders.
• System Maintenance: Keep fulfillment systems and databases up to date, troubleshoot data problems, and ensure ongoing data quality.
• Cross-Functional Collaboration: Collaborate with internal departments—both remotely and in-house—to resolve operational challenges and implement solutions.
• Problem Solving: Detect root causes of operational issues, including diagnosing and addressing machine maintenance needs, and develop effective solutions to minimize disruptions.
• Compliance and Quality Assurance: Support fulfillment operations’ adherence to company policies, safety standards, and quality guidelines.
Additional Responsibilities
• Stakeholder Communication: Act as a point of contact for internal and external stakeholders regarding fulfillment operations.
• Ad Hoc Analysis: Carry out special analyses and reporting as requested by management.
• Continuous Improvement: Proactively seek out and implement best practices within fulfillment operations.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Executes routine transactions/processes of varying risk and financial value utilizing standard policies and procedures. May have specific responsibility for a specialized product or functional area.
• Identifies and escalates exceptions. Partners internally with service partners to route calls, documents or other action items to complete transactions. May interact with external customers to complete transactions.
• Ensures the appropriate materials and documentation are available to complete transactions. Confirms equipment is operational, if applicable.
• Provides responses and documentation to inquiries and ad hoc requests for a specialized product or function. Provides feedback on workflow and work received. May participate in process improvement projects. May assist in training and onboarding of new hires.
• Reviews transactions, related documents and verifies work processes to ensure accuracy and conformance to established service levels and applicable policies and procedures. May participa