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Operations Work Lead--Retail Bank Operations

PNC Financial Services

PNC Financial Services

Pittsburgh, PA, USA
Posted on Monday, June 10, 2024

Position Overview

You can play a critical role in the success of PNC as a member of our Retail Bank Operations team. You’ll help drive crucial behind-the-scenes functions for many lines of business. This includes essential items such as managing the cash needs of our branch and ATM networks, protecting the bank from potential fraud, and identifying ways to continually improve our processes. If you’re ready for exciting new challenges in your career, bring your passion and expertise to PNC.

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 Work Lead within Retail Bank Operations, you will be based in Pittsburgh, PA. This position is primarily based in a PNC location.

This role is for a Monday - Friday 8am-4:30pm EST shift

We are looking for a candidate that has experience with, but not limited to;

· IRA Account experience is preferred.
· Ability to step up to manage decisions and attend meetings to work alongside Supervisor.
· Excellent time management and communication skills.
· Ability to perform daily huddle board.
· Knowledge of Word and Excel Office skills.
· Contact with group to assist with training and inquiries for daily duties.
· Ability to communicate and get along with Team.
· A strong understanding to prioritize duties with the ability to multi- task.
· Ability to work well with service partners.
· Ability to train workers on new duties.
· Our group performs back- office duties for multiple service partners, i.e. Incoming mail, outgoing mail, scanning, working email boxes, Quality control, checks, statements and other items
· Demonstrated leadership skills needed.

Job Description

  • Oversees operations workflow and assists team with executing transactions/processes.
  • Monitors and coordinates the operations workflow and assists team members with escalated issues. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and serves as a point of escalation. Partners internally to resolve escalations and provide guidance. May interact with external customers and third parties in completing transactions or resolving escalated issues.
  • Coaches team members and provides applicable training. May lead team huddles/meetings and/or continuous improvement sessions. May provide input on team member performance and development.
  • Provides consultation and advice to internal and external customers. Reviews existing processes, recommends improvements and may assist with implementation. Provides input and may update standard operating procedures. Participates in and may serve as a subject matter resource for projects.
  • Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures. May review reports to identify exceptions, monitor quality and ensure compliance. May participate in risk mitigation activities. Verifies the completeness and accuracy of procedures.

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.


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

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


Accuracy and Attention to Detail, Effective Communications, Managing Multiple Priorities, Operational Functions, Problem Management Process, Process Management, Products and Services, Standard Operating Procedures

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 3+ years experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.




No Required Certification(s)


No Required License(s)


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 pncbenefits.com > New to PNC.

*For more information, please click on the following links:

Time Away from Work

PNC Full-Time Benefits Summary

PNC Part-Time Benefits Summary

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.

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.