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 an Operations Product Support Specialist Sr. within PNC's Employee Benefits Distribution organization, you will be based in Pittsburgh, PA.

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 certifications/licensures needed to be successful in this position.

Preferred Skills

Accountability, Customer Needs, Customer Solutions, Ensure Compliance, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP), Taking Initiative

Competencies