PNC - Pittsburgh, PA

posted 2 months ago

Part-time - Mid Level
Pittsburgh, PA
Credit Intermediation and Related Activities

About the position

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. In this role, you will lead critical operational support and/or implementation of services, processes, capabilities, or initiatives within an operational unit, overseeing performance and risk indicators. You will establish process performance measurements and oversee business impact, implementing critical business support services as necessary. Communication of performance statistics to internal stakeholders and senior management will be a key part of your responsibilities. You will promote the production workflow and oversee escalated process issues, independently identifying and managing the resolution of exceptions while serving as a point of escalation. Coaching operations process managers and team members may also be part of your duties. Additionally, you will determine and drive change and improvement efforts in production and/or processes, developing and overseeing policy changes and improvements. Ensuring understanding, acceptance, and support for business support services, methods, capabilities, or initiatives through collaboration with executives, business partners, and team members will be essential. Compliance is a critical aspect of this role; you will ensure the business adheres to policies, procedures, and regulatory standards, independently resolving compliance issues and driving 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. You will also be responsible for assessing and effectively managing all of the risks associated with your business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Responsibilities

  • Lead critical operational support and/or implementation of services, processes, capabilities, or initiatives within an operational unit.
  • Establish process performance measurements and oversee business impact.
  • Implement critical business support services and communicate performance statistics to internal stakeholders and senior management.
  • Promote the production workflow and oversee escalated process issues.
  • Independently identify and manage the resolution of exceptions and serve as a point of escalation.
  • Coach operations process managers and team members as needed.
  • Determine and drive change and improvement efforts in production and/or processes.
  • Develop and oversee policy changes and improvements.
  • Ensure understanding, acceptance, and support for business support services through collaboration with executives, business partners, and team members.
  • Ensure compliance with policies, procedures, and regulatory standards, resolving compliance issues and driving risk mitigation activities.

Requirements

  • University/college degree with 5+ years of industry-relevant experience.
  • Specific certifications may be required; a comparable combination of education, job-specific certifications, and experience may be considered in lieu of a degree.

Nice-to-haves

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

Benefits

  • 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
  • Robust wellness program with financial incentives
  • Paid maternity and/or parental leave
  • Up to 11 paid holidays each year
  • 8 occasional absence days each year
  • 15 to 25 vacation days each year, depending on career level and years of service.
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