Operations Group Manager Senior

PNC•Home Location-OH (OHH01), OH

1d•$123,200 - $228,800•Remote

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 a Operations Group Manager Senior within PNC's Treasury Management organization, you will be based remotely. Position Summary: Financial Operations (FinOps) and Settlement is an operating leader responsible for the end-to-end financial operations of the bank's merchant services business. This individual owns the operating model from settlement and funding through billing, collections, and revenue assurance. This individual is accountable for the accuracy, timeliness, and control integrity of every financial process within the merchant acquiring lifecycle. The FinOps operating leader ensures that all processing and downstream financial obligations are met, reconciled, and (as applicable) recoverable. The role carries direct accountability for daily operational execution as well as periodic, compliance-driven, and remediation processes across a complex, high-volume payments environment incorporating modern technology and high-levels of automation.

Requirements

10+ years of progressive financial operations experience in payments, merchant acquiring, or card issuing, with at least 5 years in a senior management or leadership role
Deep understanding of the merchant acquiring value chain, including settlement flows, interchange economics, scheme fee structures, and the bank-processor operating model
Demonstrated experience owning reconciliation, exception management, and billing operations in a high-volume payments environment
Proven track record managing collections, reserves, and financial risk mitigation in a regulated financial institution
Familiarity with IRS 1099-K reporting requirements, state escheatment laws, and levy/lien processing obligations
Experience operating within a bank regulatory environment, including working with Internal Audit, Compliance, and bank examiners
Strong financial acumen; ability to manage P&L impacts, quantify operational losses, and communicate financial results to senior leadership
Excellent organizational and process management skills; demonstrated ability to run multi-track operational calendars without errors or missed deadlines
Experience leading and developing high-performing operations teams
Proven leadership experience with a moderate to large scope of responsibility is required.
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.
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.

Nice To Haves

Experience at a bank-owned merchant acquirer or bank-sponsored merchant acquirer with a third-party processor relationship
Familiarity with card network rules (Visa, Mastercard) as they apply to settlement, scheme fees, and dispute processing
Experience with enterprise financial systems (core banking platforms, GL systems) and payments-specific reconciliation or billing platforms
Background in treasury operations, bank operations, or bank financial control functions
Six Sigma, Lean, or equivalent process improvement certification or demonstrated application
MBA or CPA a plus

Responsibilities

Lead the FinOps function across settlement, billing, exception management, collections, and financial control functions
Own daily, monthly, and periodic operational calendars; ensure all processes are executed on schedule and within defined accuracy and quality thresholds, with a focus on automation
Establish and maintain operating procedures, runbooks, and control documentation for all FinOps processes
Serve as the primary escalation point for high-severity financial exceptions, funding discrepancies, or merchant-impacting operational failures
Maintain full reconciliation integrity across the merchant services general ledger, including settlement accounts, clearing accounts, reserve accounts, and fee income accounts
Ensure daily and month-end close activities are completed accurately and on time in coordination with the bank's Finance and Accounting functions
Design and enforce a strong internal control environment, including dual controls, reconciliation sign-offs, and exception aging governance
Partner with Internal Audit and Compliance to support examinations, audits, and regulatory reviews of financial operations
Own merchant interchange and scheme fee economics; ensure interchange income is accurately captured, pass-through fees are correctly assessed, and network fees are reconciled and disputed where applicable
Identify and remediate billing and revenue leakage across the merchant portfolio, including misconfigured rate plans, unbilled transactions, and under collected fees
Partner with Product and Pricing teams to operationalize fee schedule changes and new billing constructs
Manage reserve adequacy across the merchant portfolio, coordinating with Credit Risk and Underwriting on reserve policy application and exceptions
Oversee the collections strategy for merchant receivables, including fee arrears, negative balance recovery, and post-termination loss mitigation
Lead damage assessment processes for merchant-related fraud, processing errors, and dispute losses; quantify recoverable amounts and coordinate recovery actions
Ensure all FinOps processes comply with applicable regulations, card network rules, and bank policy, including IRS 1099-K requirements, BSA/AML transaction monitoring obligations, and state unclaimed property laws
Manage lien and levy processing in strict adherence to legal requirements and internal policy
Maintain audit-ready documentation and evidence packages for all FinOps processes
Define and drive the FinOps target operating model, including automation opportunities, system enhancements, and vendor/processor integration improvements
Develop and report on a FinOps scorecard covering operational KPIs, exception aging, funding accuracy, billing quality, and recovery performance
Partner with Product & Platform team on requirements for Technology system implementations, platform migrations, and operational tooling that impacts financial processing
Contribute to the merchant services business strategy by providing data-driven insight on operational cost, risk exposure, and revenue performance
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

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
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