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 a Market Operations Manager within PNC's Retail Distribution Operations - Centers of Excellence organization, you will be based in Washington, DC. This position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis.

Additional locations with the Greater Washington Market may be considered

Job Description

• Leverages holistic understanding of the business (including but not limited to sales and service, customer experience and risk) in order to manage and direct initiatives and activities that lead to improvement in the quality of execution in operational efficiency and regulatory compliance. Leads, influences and coaches various market and senior leaders to ensure effective management and operational soundness that will lead to the market achieving their objectives. Develops the risk strategy for market and lead their team to inspect and execute against that strategy.
• Manages risk by synthesizing data from multiple sources in order to identify key areas of risk requiring review, establishing quality assurance routines aligned to internal audit protocols for implementation across all risk activities. Understands regulatory and risk framework across all products, services, processes, and conduct root cause analysis of customer complaint data and other voice of the customer metrics and relates to key risk indicators. Accountablity for the development, montioring and testing of controls to ensure heightened standards of operational soundness are effectively in place.
• Manages effective network of senior internal and external relationships to develop the market network transformation strategy and ensures effective execution that enables the market to grow revenue, improve the client experience and manage risk. Plans and executes the strategy of branch consolidations, new branch openings, branch relocation and branch renovation. Supports the retail network and business resiliency team with mitigating business disruptions due to unforeseen challenges. Partners with various market leaders to implement the strategic vision around revenue and non-revenue generating activities that will lead to stronger operational efficiencies and improved sales performance.
• Develops, evolves, executes and monitors the staffing strategy within the market. Ensures the staffing model strategy is forward thinking and focused on staff optimization and is building towards the branch distribution of the future. Sets the tone in the market for promoting a culture of operational soundness and comprehensive risk management: credit risk, reputational risk, human capital risk, financial risk and regulatory risk.
• Develops team members while monitoring progress against goals. May support the development of other managers. Motivates and develops staff, including acquiring and retaining top talent and managing performance based issues. Effectively plans, organizes, directs, analyzes and evaluates staff and processes. Connects industry transformation, company strategy and regulatory demands to day-to-day activities and updates the team on a regular basis.

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

Competitor Analysis, Data Analytics, Operational Performance, Process Control, Regulatory Compliance, Workforce Optimization

Competencies

Business Process Improvement, Decision Making and Critical Thinking, Effective Communications, Matrix Management, Operational Risk, Regulatory Environment - Financial Services

Work Experience

Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8 years. At least 5 years of prior management experience is typically required. 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)

Pay Transparency

Base Salary: $80,000.00 – $172,900.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 02/11/2025, although it may be longer with business discretion.

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.

Salary : $80,000 - $172,900