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Operations Manager II

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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 Manager II within PNC's Commercial Lending organization, you can sit in Brecksville, OH, Pittsburgh, PA, Kalamazoo, MI or other PNC footprint locations.

Responsibilities require time in the office or in the field on a regular basis.  Some responsibilities may be performed remotely, at manager’s discretion.

Operations Manager II will lead multiple teams supporting Commercial Lending and Leasing Operations (CLLO) related to crisis and production support. These teams and functions are support CLLO’s critical business functions as they are disrupted. Operations Manager II will be expected to show leadership ability in driving these teams to influence appropriate outcomes by proactively and reactively addressing these continuity gaps. The teams Operations Manager II will be responsible for leading are:

Production Response Team - A team of highly skilled individuals to provide time sensitive production, quality, or risk related support to critical businesses within Commercial Lending Operations (CLO).
Key responsibilities of team include:
• Staff augmentation to support BAU volume surges or unexpected attrition
• Project support
• Enhancement input based on cross-team experience

CLLO Business Continuity Team - Ensures teams within CLLO are prepared to implement resiliency plans when crisis scenarios occur. Proactively address continuity risks with the business and service partners.
Key Responsibilities of team include:
• Central point of contact for business disruptions
• Communicates impacts to all stakeholders
• Coordinates response plans to necessary business partners until disruption is resolved
• Works with BRU owners to enhance and maintain action plans

Job Description

Participates in the development of the operations strategy. Executes operating plan and communicates strategy to operations team. Responsible for two or more functions across one or more sites, or may manage a complex product, function or location. Manages managers, supervisors and/or individual contributors. May participate in industry forums.
Manages and is responsible for achieving desired business results. Acts as a senior point of escalation and resolves exceptions and complex process and product support problems. Review and provide oversight on end to end processes of varying risk and financial value. May interact with customers and/or third parties to drive business results and in resolving escalated issues.
Manages all human resources related activities for direct and indirect reports and maintains employee engagement. Provides coaching and development to team members, supervisors and/or managers. Leads staff meetings, communicates strategy and translates into tactical operating plans.
Provides consultation and advice to service partners and customers. Identifies and influences strategic improvement initiatives and serves as a representative or a project sponsor for operations group on projects. Develops, reviews and/or approves standard operating procedures as appropriate. Recommends and/or drives policy improvements.
Oversees and/or owns the control framework for unit(s) of responsibility. Reviews reports and/or key risk indicators to identify exceptions, monitor quality and ensure effective quality risk management. Manages and is accountable for risk mitigation and business resiliency activities and/or strategies. May review transactions and related documents. Verifies work processes to ensure completeness, accuracy and conformance to established service levels, department controls, risk tolerance and applicable procedures.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
Live the Values - Role models our values with transparency and courage.
Enable Change - Takes action to drive change and innovation that will transform our business.
Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

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 Solutions, Ensure Compliance, Personal Initiative, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP)

Competencies

Decision Making and Critical Thinking, Effective Communications, Internal Resource Coordination, Operational Functions, Problem Management Process, Process Management, Standard Operating Procedures

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of industry-relevant experience. An operations or production environment position typically requires 2 years of previous managerial experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Certifications

No Required Certification(s)

Licenses

No Required License(s)

Benefits

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 8 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit Your PNC Total Rewards.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

Average salary estimate

$85000 / YEARLY (est.)

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$75000K

$95000K

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What You Should Know About Operations Manager II, PNC

As an Operations Manager II at PNC in Pittsburgh, PA, you will be at the forefront of enhancing our Commercial Lending organization. We're all about collaboration and a supportive culture, where your leadership will truly shine. Your role will have you steering dynamic teams who are essential in crisis management and production support, ensuring our critical business functions remain seamless and effective. You’ll guide teams such as the Production Response Team, addressing surges in production, and the Business Continuity Team, which strategically prepares for disruptions. With your strong communication and coaching skills, you'll be responsible for coordinating efforts across multiple locations while fostering an inclusive environment where every team member feels engaged. Your expertise will not only help solve complex process challenges but also drive efficiencies and create innovative solutions. We're looking for leaders who are customer-focused, risk-aware, and champions of culture. At PNC, we recognize our people as our primary asset, and as an Operations Manager II, your insights and strategies will play a crucial role in achieving our business goals. If you’re ready to make an impact and steer teams towards success, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Operations Manager II Role at PNC

What are the primary responsibilities of an Operations Manager II at PNC?

The Operations Manager II at PNC is responsible for leading multiple teams within the Commercial Lending organization, especially during crisis situations or unexpected operational challenges. Key responsibilities include managing the Production Response Team to handle production surges and maintaining business continuity through strategic planning and communication during disruptions. You will also be involved in shaping the operations strategy and supporting your teams in both tactical and strategic initiatives.