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. As a(n) Operations Supervisor within PNC's Retail Operations organization, you will be based in Pittsburgh, PA at Firstside. This person will report directly to an Operations Manager within Channel Services and will supervise one of the Centralized Account Opening teams.
Oversees operations workflow and assists team with executing transactions/processes. Manages direct reports on the operations team.
Manages and is responsible for the operations workflow including achieving desired business results and key performance indicators. Assists team members with escalated issues. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and serves as a point of escalation. Partners internally to resolve escalations and provide guidance. May interact with external customers and third parties in completing transactions or resolving escalated issues.
Responsible for all human resources related activities for team members. Provides coaching and development to team members. Leads team huddle/meeting and continuous improvement sessions.
Provides consultation and advice to service partners and customers. Leads improvement initiatives including reviewing existing processes, making recommendations and supporting the implementation of improvements. Updates standard operating procedures as appropriate. Participates in and may oversee projects.
Reviews reports to identify exceptions, monitor quality and ensure compliance. Manages and is accountable for risk mitigation activities. Verifies completeness and accuracy of procedures. May review transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures.
Builds Winning Teams - Working Experience
Develops talent by creating engaged, inclusive and diverse teams who are empowered to speak freely and act with integrity.
Leads Effective Change - Working Experience
Recognizes the need for, takes personal accountability to adapt, and leads others through organizational change.
Drives for Results - Working Experience
Demonstrates energy and a desire to succeed; follows through on commitments; pushes self and others to deliver exceptional results.
Establishes Vision and Purpose - Working Experience
Creates a compelling vision of the future and translates it into action, linking others' contributions to the success of PNC.
Manages Risk - Working Experience
Assesses and effectively manages all of the risks associated with their business objectives and activities to ensure activities are in alignment with the bank's and unit's risk appetite and risk management framework.
Customer Focus - Working Experience
Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions.
Job Specific Competencies
Decision Making and Critical Thinking - Working Experience
Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications - Working Experience
Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Internal Resource Coordination - Working Experience
Knowledge of the techniques, tools and applications associated with coordination of internal resources; ability to synchronize and integrate activities, responsibilities, and command and control structures to ensure that internal resources are used most efficiently in pursuit of business objectives.
Operational Functions - Working Experience
Knowledge of major functional processes and associated operating requirements; ability to apply this knowledge appropriately to diverse situations.
Problem Management Process (TCS) - Extensive Experience
Knowledge of the problem management process and ability to bring a reported problem to a successful resolution.
Process Management - Extensive Experience
Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.
Standard Operating Procedures - Extensive Experience
Knowledge of established standard operating procedures (SOP) and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.
Required Education and Experience
Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 3+ years of related experience. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
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