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 Process Improvement Consultant Senior within PNC's Retail Banking Operations organization, you will be based Pittsburgh, PA, Cleveland, OH, or Miamisburg, OH. Other locations within the PNC footprint will also be considered.

Retail Bank Operations (RBO) drives critical functions for many lines of business across PNC. From investigating suspected check fraud, printing and mailing critical bank documents to identifying and developing process improvement opportunities, the team's scope and expertise is broad and essential.

The RBO Workforce Management Team supports Retail Bank Operations through high frequency performance reporting that aligns workload demand with available resources, with a strong focus on quality business outcomes. This function serves as the enterprise benchmark for operational resource, demand, and personnel expense management.

This role requires the candidate to be an excellent communicator, detail orientated, organized and a self-starter.

Key Responsibilities:
• Support RBO workforce strategy, routines, and operations with an emphasis on internal efficiency and continuous improvement

• Actively monitor workforce trends, performance indicators, and progress toward goals to enhance visibility and transparency for leadership

• Coordinate with Line of Business, Finance, and HR Business Partners on Workforce Planning, Optimization, and Performance Monitoring, including:

o Initiative Benefit Analysis and Realization

o Key Strategic Initiative Support

o Personnel Budget Planning & Evaluation for All Proposed Requisitions

o Performance Monitoring & Regular Staff Assessments

• Produce Executive Level Reporting (Workforce Management, Operational Business Reviews, Expense Management)
• Perform Workforce Management Team Lead Functions
• Develop Effective Data Collection Strategy
• Validate / Authenticate Workforce Management Deliverables
• Guide / Coach Partners on Analytical Standards and Practices

Key Skills and Experience:

• Analytical & Presentation Skills:
o Strong written and verbal communication skills with the ability to translate analytics into business insights
o Ability to translate complex data and analysis into practical and consumable concepts and recommendations for Business Partners
o Ability to structure ambiguous information and create clear, actionable output
o Ability to assess Behavioral Analytics / Data - Identify and correlate business process data with human behavior
o Strong data analysis skills with proficiency in Excel (Pivot tables, advanced functions)

• Data Collection & Stakeholder Collaboration:

o Ability to connect with variety of Stakeholders, assess operational processes and identify opportunities for workforce optimization
o Excellent data‑gathering, documentation, and problem‑solving skills

• General:

o Strong attention to detail and active monitoring mindset
o Background in operations, business analysis, workforce analytics, or operation research is preferred
o Familiarity with Power Platform or PowerApps (preferred but not required)
o Demonstrates strong leadership, makes sound and definitive decisions, and serves effectively as a team lead driving accountability and results

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

 

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

Job Description

• Consults with the Line of Business to evaluate and execute on an organization's complex operations or technology processes through the development of end-to-end solutions that optimize process efficiency, reduce processing time, and mitigate risks.
• Conducts complex business diagnostics to identify, quantify and prioritize value creation project. Cultivates and presents business case, implementation deliverables, cost-estimates, and cost-benefit analysis to influence senior leadership on process improvement o