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(n) [position title] within PNC’s [name of division] organization, you will be based in [city/state location of 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 our employees feel respected, valued, and have an opportunity to contribute to the company’s success. As an Operations Group Manager Senior – Credit Card Change Delivery, you will be a member of PNC’s Retail Lending organization. This is a hybrid position which provides flexibility to work both in the office and remotely and is based in Wilmington, DE or Pittsburgh, PA.
This Credit Card Change Delivery Operations team leads vendor and partner operations oversight and activities, issue management process and execution, and card change delivery.
We are seeking the following qualifications:
Determines the overall operations strategy for function or business and sets operating standards in collaboration with the business. Oversees execution of support and service and leads staff to achieve excellence. Oversees the development of relevant key performance and risk indicators.
Oversees the execution of business and functional strategies and initiatives to achieve desired service and budgetary results within the risk appetite. Drives improvements in capabilities, controls and performance while connecting strategies and initiatives to business outcomes to drive desired client experience.
Develops and maintains relationships with internal and external partners and creates an environment in which products and/or processes are designed/re-designed and/or managed to ensure customer satisfaction.
Establishes and ensures compliance with internal policies and procedures. Recommends and influences policy and procedure changes to meet business objectives. Ensures policy and procedures changes are communicated appropriately to deliver a superior employee and customer experience. Manages highest level escalations.
Manages, aligns and oversees the development of the operations team, which may include managers, supervisors and individual contributors. Develops future leaders, including managers and supervisors.
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.
Budgeting – Knowledge of, and ability to apply, policies and practices for planning and administering a budget.
Decision Making and Critical Thinking – Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
Effective Communications – 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.
Industry Knowledge – Knowledge of the organization’s industry group, trends, directions, major issues, regulatory considerations, and trendsetters; ability to apply this knowledge appropriately to diverse situations.
Internal Resource Coordination – 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 Risk – Knowledge of policies and processes for operational risk management; ability to use tools, data, and best practices to identify, assess, and manage operational risk exposures.
Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.
Additional Job Description
PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.
Disability Accommodations Statement:
The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at [email protected].
The Human Resources Service Center hours of operation are Monday – Friday 9:00 AM to 5:00 PM ET.
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.
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.