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 Process Improvement Director- Intelligent Automation within PNC's Retail Lending Platform Delivery team you will be based in Pittsburgh, PA or Cleveland, OH. The position is primarily based in a PNC location. Responsibilities require time in the office or in the field on a regular basis. Some responsibilities may be performed remotely, at the manager’s discretion.

Managing a suite of advanced technologies, including large language models, machine learning, robotic process automation, and virtual assistants. The role works closely with partners from across the lending business including technology, operations, and lending product. This role is responsible for identifying automation opportunities, partnering with the development team to build and mature solutions, driving automation business outcomes in the consumer lending business, and build a culture of continuous improvement focused on creating business value.

Responsibilities:
• Solution Delivery: Lead team of POs working with tech and business partners to deliver new tech solutions and functionality following agile delivery methods.
• Solution Maintenance: Ensure existing bots, doc.ai, virtual assistants, web apps and other solutions perform to standards, remain compliant with PNC policies, and are consistently assessed for improvement or maturation opportunities.
• Functional management: Build data-driven scorecard for measuring function performance, including value delivered by solution, cost to delivery, and throughput; management of annual budget.
• Strategic Partnership, Innovation and Road mapping: Partner with tech, product and ops to create, evolve and maintain roadmaps for key solutions, balancing exploring new capabilities with delivering features/functionality for iterative improvements.
• People Management: Manage a team of 6-7 POs and BAs, including their work product, coaching performance, and developing long term growth.

Capabilities/Skills:
• Tech Acumen, both in mature and evolving tech (e.g., large language models, machine learning, Robotic program automation, API/microservice architecture, etc.)
• UX/UI/Human centered design
• Process and organization engineering (ability to effectively assess current state processes, identify critical value creation/waste stages and envision future state leveraging evolving technologies)
• Agile software delivery
• Consumer Lending/Financial services/Banking
• Strong people and stakeholder leadership
• Six Sigma, Lean process management or other quantitative performance managements skills

Job Description

• Owns the overall strategy and design of process improvement programs across the organization. Manages teams responsible for the evaluation and execution of an organization's multiple, cross-functional operations or technology processes from initial research through development of end-to-end solutions that optimize process efficiency, reduce processing time, and mitigate risks.
• Oversees strategies, processes, guidelines and support of process improvement opportunities and programs. Owns and presents business case, implementation deliverables, cost-estimates, and cost-benefit analysis to influence senior leadership in order to provide rationale to how process improvement opportunities will assist in accomplishing business objectives more efficiently.
• Champions, promotes and continuously evaluates process improvement initiatives and programs. Uses comprehensive view of organizational processes to lead teams through the redesign of complex, cross-functional processes. Understands and develops an end-to-end solution that encompasses all aspects that a process may touch including facets of operations and business systems.
• Owns the process redesign effort to improve the quality and/or minimize process waste cost. Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements. Executes on findings by presenting optimization efforts 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.
• Directs staffing, development and performance management programs for staff and manages, motivates and develops management team. Monitors effectiveness of process improvement strategies and programs and ensures team maintains continuous process improvement activities as necessary.

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

Change Management, Corporate Governance, Data Analytics, Process Efficiencies, Process Improvements, Risk Assessments

Competencies

Effective Communications, Flexibility and Adaptability, Influencing, Managing Multiple Priorities, Organizational Change Management, Organizational Savvy and Politics, Problem Solving

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)

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 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.