Process Improvement Consultant--Retail Bank Segments And Deposits

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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].
Job Profile

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.
This position is primarily based in a location within PNCs footprint. Preferred locations are listed in this requisition. Responsibilities require time in office or in the field on a regular basis. Some responsibilities can be performed remotely. Additional locations may be considered.
As a Process Improvement Consultant within PNC's Retail Bank Segments and Deposits Center of Excellence organization, you will have specific accountabilities that include, but are not limited to, resolution of Retail Bank Operations “Issue Management Issues”, including root cause analysis, execution of technology updates to correct or prevent future related issues, creating or updating controls, and customer remediation where it is necessary.
The Retail Deposits Issue Management team operates in a cross-functional and collaborative Agile framework. The ideal candidate will be an organized self-starter with strong technical skills and operational expertise, able to independently lead multiple complex Issue resolution projects at a time, with an emphasis on timely, accurate, and well-documented execution in a deadline driven environment. The candidate will work closely with service partners in Legal, First and Second Line Compliance, and Internal Audit on executing project plans to resolve issues, as well as validation and testing of risk containment and customer remediation activities. The Issues being managed have project spans from several months to, rarely, over a year depending on scale and complexity. The candidate will have an opportunity to develop functional expertise in Risk Management in support of our efforts to establish controls preventing related or unrelated issues in the future.
•Drive business, financial and customer experience results
•Coordinates across groups and leads key contributors
•Partners with key stakeholders, SMEs and other service partners
•Independently manage multiple Archer Issues from Identification to Resolution
•Effectively multi-task with diverse issues being managed at the same time
•Work collaboratively in an Agile environment
•Be comfortable working in technically complex environments
•Retain customer focus in all aspects of the Issue resolution
•Manage to declared deadlines
•Identify alternatives and solutions where roadblocks to execution are met
•Maintain accurate and comp

Job Description

• Consults with line of business to evaluate and oversee an organization's operations or technology processes. Develops solutions to optimize process efficiency, reduce processing time, and mitigate risks.
• Conducts thorough business diagnostics to identify, quantify and prioritize value creation projects. Develops and presents business case to approval committees. Responsible for overseeing implementation deliverables, cost-estimates, cost-benefit analysis, and providing rationale to how Process Improvement opportunities will assist in accomplishing business objectives more efficiently.
• Uses broad knowledge to facilitate the redesign of organizational processes. Creates solutions that optimize process quality, efficiency, and cost.
• May lead efforts to improve the quality and/or minimize process cost. Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements. Prepares and may present recommendations to governance committees for approval. Assess risks associated with current and proposed processes against business objectives and ensures alignments with the bank's and unit's risk appetite and risk management framework.
• Consults with all levels of the organization to ensure that introduction of new processes is smooth and effective, and sustains or improves quality of output. Mentors individuals and teams to build capabilities. Leverages strong relationships with the Line of Business to ensure continuous improvement after initial implementation.

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.

Competencies

Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Consulting – Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.

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.

Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.

Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

Organizational Change Mgt – Ability to manage the successful and smooth transition from current to desired culture, practices, structure, and overall organizational environment.

Organizational Savvy and Politics – Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels.

Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Project Management – Ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources, to achieve project objectives.

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Benefits

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 pathfinder@pnc.com. 

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.

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.