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 Sr. Advisor -Incident Management within PNC's Treasury Management Group, will be based remotely within the PNC Footprint.

This newly created position will develop and lead a Treasury Management specific process for production incident triage, including coordination and delivery of internal/external communications. You will be apart of creating a centralized and consistent incident management practice. This is a highly visible, high stakes position which will focus on significant incidents categorized as "priority one."

Additional responsibilities include:
• Convene an on-call cross-functional SWAT team to manage production issues with significant impact.
• Serve as central point of contact working with SME teams across high impact incidents.
• Coordinate and collaborate with Retail LOB on impact/resolution plans (when applicable).
• Manage TM-wide inventory of incidents and business specific post-mortems.
• Maintain flexibility to manage incidents that occur outside traditional business hours.
• Work to ensure cross-functional root cause is determined and documented.
• Manage incident specific cross-functional calls w/key stakeholders.
• Manage weekly incident review call with TM Client Care, Product Management, TM Operations, Digital Channels, other applicable stakeholder areas.
•Effectively support groups that operate 24/7/365 with a sense of urgency.

Qualifications:
-8 years of incident management experience within a financial institution. This may include practical incident management as part of overall operational or service management.
-Demonstrated experience with process improvement implementation.
-Technological aptitude to learn and understand business related technologies.
-Outstanding written & verbal communications for just in time enterprise wide communication.
-Ability to strategically, diplomatically and quickly influence and implement action plans on an enterprise wide basis.
-Ability to triage urgent incidents and manage other multiple projects simultaneously.
-Ability to identify and analyze trends and use data to identify systemic issues for resolution to identify people, process, and/or systemic resolution for critical incidents.
-Ability to work in a fast paced 24/7/365 work environment.
-Collaboration skills to work effectively through internal and external partners.

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

• Indirectly leads cross-functional teams to improve business planning methods. Executes key business initiatives and growth strategies and programs that will drive line of business objectives. Demonstrates commitment to quality by delivering the CARES model to customers and/or internal partners.
• Leads execution and implementation of business planning processes. Designs strategic plans based on forecasts, and provides improvement recommendations.
• Understands business direction and needs and develops solutions, roadmaps and assessment of potential business impacts. Identifies and executes opportunities that add significant value to the business and to achieve business goals.
• Consults and influences key decision makers to ensure cross-business and cross-functional alignment and synergy.
• Serves as subject matter resource and advocate that influences the implementation of best practices and learning plans that meet business objectives.

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 lever