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Role Description

As an Operations Manager II within PNC's INCOME COLLECTIONS organization, you will be based in Pittsburgh, PA. This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC.

• 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.
• Acts as a senior point of escalation and resolves exceptions related to complex processes and/or product support.
• Reviews and provides oversight on end to end processes of varying risk and financial value.
• Interacts with customers and/or third parties to drive business results and resolve escalated issues.
• Provides coaching and development to team members, supervisors and/or managers.
• Leads staff meetings, communicates the strategic direction 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 transactions, 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.

Qualifications

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

Requirements

• 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.

Benefits

• Comprehensive 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
• Maternity and/or parental leave
• Up to 11 paid holidays each year
• 9 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