Director of Operations, PNC Wealth Management (F)

PNC • Pittsburgh, PA

23d • $100,000 - $224,900 • Onsite

About The Position

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 the Director of Operations, you will be within PNC's Wealth Management organization.

The Director of Operations is responsible for overseeing the delivery of operational services that support the growth of both broker-dealer and Registered Investment Advisor (RIA) activities. This role requires ensuring that service levels are consistently met and that internal controls are maintained to protect the organization. A key focus is on tightly managing expenses while ensuring that all services are delivered with the requisite quality expected by stakeholders.

This role requires more than operational expertise and effective management of day to day processes. The Director of Operations must thrive in complexity, embrace adversity, and navigate a wide range of evolving challenges while keeping pace with the accelerating demands of the Wealth Management business. Success in this role is defined by the ability to lead through change—bringing clarity, resilience, and momentum—while actively engaging and carrying the entire team forward.

The scope of this position encompasses the advisory business, annuities and insurance, brokerage services, and cashiering operations. The Director must be able to support a wide array of growth initiatives and internal performance improvement projects simultaneously, demonstrating flexibility and adaptability.

Managing key vendor relationships to benefit PNC Wealth Management (PNCWM) is also essential. The Director needs to consistently balance the operational needs of the organization with those of end customers and the financial advisors who rely on these services. Maintaining the firm’s risk profile is crucial; the Director must ensure that operational decisions do not expose the firm to risks it is unwilling to take. The ability to be present in Cleveland and Pittsburgh, where the majority of staff are located, is important.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.
PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.
Job Description
Determines the overall operations strategy for function or business and sets operating standards in collaboration with the business. Oversees execution of support and service and leads staff to achieve excellence. Oversees the development of relevant key performance and risk indicators.
Oversees the execution of business and functional strategies and initiatives to achieve desired service and budgetary results within the risk appetite. Drives improvements in capabilities, controls and performance while connecting strategies and initiatives to business outcomes to drive desired client experience.
Develops and maintains relationships with internal and external partners and creates an environment in which products and/or processes are designed/re-designed and/or managed to ensure customer satisfaction.
Establishes and ensures compliance with internal policies and procedures. Recommends and influences policy and procedure changes to meet business objectives. Ensures policy and procedures changes are communicated appropriately to deliver a superior employee and customer experience. Manages highest level escalations.
Manages, aligns and oversees the development of the operations team, which may include managers, supervisors and individual contributors. Develops future leaders, including managers and supervisors.
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.

Requirements

• 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.
• Accountability
• Customer Solutions
• Ensure Compliance
• Personal Initiative
• Process Improvements
• Results-Oriented
• Risk Mitigation Strategies
• Standard Operating Procedure (SOP)
• Budgeting
• Decision Making and Critical Thinking
• Effective Communications
• Industry Knowledge
• Operational Functions
• Operational Risk
• Process Management
• Resource Management
• Standard Operating Procedures
• Strategic Thinking
• Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
• Bachelors
• FINRA Series 7, 24, 66 and 99 (or other qualifying exam) required

Nice To Haves

• The ideal candidate should possess FINRA licensing, with Series 24 as a minimum.
• Progressive leadership experience managing large-scale growth.
• Extensive experience leading and executing operational change.
• Strong understanding of the retail brokerage and advisory business.
• Demonstrated ability to lead, inspire, and develop teams through change by fostering trust, accountability, and resilience.
• Exceptional problem-solving skills and a data driven approach to decision making.
• Proven success delivering industry leading client centric solutions and initiatives.
• Strong written and verbal communication and influencing skills to executive audiences.
• Extensive regulatory knowledge and expertise.
• Working knowledge of technology, with a focus on artificial intelligence applications, APIs, and workflow solutions
• Strong executive presence and vendor management experience.

Responsibilities

• Determines the overall operations strategy for function or business and sets operating standards in collaboration with the business.
• Oversees execution of support and service and leads staff to achieve excellence.
• Oversees the development of relevant key performance and risk indicators.
• Oversees the execution of business and functional strategies and initiatives to achieve desired service and budgetary results within the risk appetite.
• Drives improvements in capabilities, controls and performance while connecting strategies and initiatives to business outcomes to drive desired client experience.
• Develops and maintains relationships with internal and external partners and creates an environment in which products and/or processes are designed/re-designed and/or managed to ensure customer satisfaction.
• Establishes and ensures compliance with internal policies and procedures.
• Recommends and influences policy and procedure changes to meet business objectives.
• Ensures policy and procedures changes are communicated appropriately to deliver a superior employee and customer experience.
• Manages highest level escalations.
• Manages, aligns and oversees the development of the operations team, which may include managers, supervisors and individual contributors.
• Develops future leaders, including managers and supervisors.

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; 9 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 pncthrive.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Director