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Operations Process and Support Senior Manager (Strategic Initiatives)

Operations Process and Support Senior Manager (Strategic Initiatives)

Job Description

As an Operations Process and Support Senior Manager, you are a member of PNC's Consumer Servicing group within the PNC Lending Services organization, supporting Strategic Initiative projects.  The Operations Process and Support Senior Manager will provide tactical and strategic support in identifying and supporting the implementation of operational process and program enhancements.  

Your responsibilities include leading a large scale initiative to drive business process improvement across servicing functions.  In particular, you will help lead the development of an enterprise-wide SCRA Program., to ensure servicemembers receive the benefits and protections that they are entitled to under SCRA.

Responsibilities include:

Program Management

  • Facilitate building from the ground up a fully compliant SCRA Program from the ground up

  • Develop objectives, phasing and content of the program/project to deliver on the business case benefits, budget and timescales

  • Successfully execute the program/project to agreed schedule, budget and scope (scope to include but not limited to design, testing, implementation, change management, training, policy and procedure changes, analytics and reporting)

  • Perform the relevant program/project management processes - i.e. initiate, plan, execute, monitor and control and close, and the supporting processes

  • Identify and manage project dependencies and critical path

Process Development

*   Create process flow maps of current state operations to understand pain points and areas for improvement ; Understand and lead business process mapping

*   Apply a high level of interpretive skills and analysis to define broad-based solutions requiring consideration of multiple work dimensions, (e.g. human, financial, and technical)  

*   Explore synergies across the organization; optimizing process to reduce individual variability across functions

*   Consider implications of solutions on other areas within the organization and to the business of the organization

*   Lead automation to optimize collection of key quality and service performance indictors to improve the customer experience

*   Develop future state business processes

People Management

*   Manage a cross-functional across lines of business and support groups in a matrixed organization

You will report to the Consumer Servicing Operations Senior Manager.

The successful candidate will have the following qualifications:

  • Bachelor's or Master's degree €' Business Administration, Accounting, Economics, Science, Mathematics, CS, Engineering (or equivalent working experience)

  • 7+ years of experience with directing multiple programs, leading transformational change, managing senior internal and external stakeholders, and managing business/IT transformation

  • Ability to manage shifting priorities, demands and timelines through analytical and problem-solving capabilities

  • Strong process orientation with significant attention to detail

  • Understanding of and experience with SCRA

  • Positive, enthusiastic, energetic, detail-oriented,  self-motivated, and a team player

  • Experience managing programs/projects with ownership and personal accountability for delivering to time and cost for large, complex programs/projects typically more than $5m in value and 18 months in duration

  • Excellent project management skills, with the ability to lead several projects simultaneously

  • Excellent communication skills, seeing the big picture while working through the details

  • Experience in building relationships with stakeholders across the organization and managing stakeholder expectations upwards and downwards

Job Requirements

Job Snapshot

Employment Type Full-Time
Job Type Banking
Education 4 Year Degree
Experience Not Specified
Manages Others No
Relocation No
Industry Banking - Financial Services
Required Travel Not Specified
Job ID 191223BRCBP
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Operations Process and Support Senior Manager (Strategic Initiatives)

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