Operations Manager II - Agency Servicing

PNC • Pittsburgh, PA

1d • $55,000 - $130,000 • 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 a Operations Manager II within PNC's Commercial Lending Operations organization, you will be based in Pittsburgh, PA, Cleveland, OH, Denver, CO, Dallas, TX, Houston, TX, or Kalamazoo, MI.

Position Overview:

We are seeking an experienced Operations Manager II to directly lead a team of front line employees within the Commercial Lending Operations organization. This role oversees a diverse portfolio of commercial loan transactions, including participant/participations deals, agented facilities, and direct lending deals. The Operations Manager II ensures accurate service, strong team performance, and compliance with loan documentation and operational standards.

Job Description
Participates in the development of the operations strategy. Executes operating plan and communicates strategy to operations team. Responsible for two or more functions across one or more sites, or may manage a complex product, function or location. Manages managers, supervisors and/or individual contributors. May participate in industry forums.
Manages and is responsible for achieving desired business results. Acts as a senior point of escalation and resolves exceptions related to complex processes and/or product support. Reviews and provides oversight on end to end processes of varying risk and financial value. Interacts with customers and/or third parties to drive business results and resolve escalated issues.
Provides coaching and development to team members, supervisors and/or managers. Leads staff meetings, communicates the strategic direction and translates into tactical operating plans.
Provides consultation and advice to service partners and customers. Identifies and influences strategic improvement initiatives and serves as a representative or a project sponsor for operations group on projects. Develops, reviews and/or approves standard operating procedures as appropriate. Recommends and/or drives policy improvements.
Oversees and/or owns the control framework for unit(s) of responsibility. Reviews transactions, reports, and/or key risk indicators to identify exceptions, monitor quality and ensure effective quality risk management. Manages and is accountable for risk mitigation and business resiliency activities and/or strategies.
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.

Requirements

• Commercial lending experience, preferably within a large financial institution or commercial loan operations environment.
• ACBS system knowledge and experience (required).
• Proven management and supervisory skills, including coaching, workflow oversight, and performance management.
• Strong understanding of commercial loan structures, loan servicing processes, and operational workflows.
• Excellent analytical, communication, and problem solving skills.
• Proficiency with Microsoft Office and loan servicing platforms.
• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• Roles at this level typically require a university / college degree, with 3+ years of industry-relevant experience.
• An operations or production environment position typically requires 2 years of previous managerial experience.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

• Experience with syndicated loan administration or agent bank responsibilities.
• Background in process improvement or operational workflow redesign.
• Knowledge of additional loan servicing systems (e.g., LoanIQ, FIS platforms).
• Accountability
• Customer Solutions
• Ensure Compliance
• Personal Initiative
• Process Improvements
• Results-Oriented
• Risk Mitigation Strategies
• Standard Operating Procedure (SOP)

Responsibilities

• Manage and develop a team of front line commercial lending operations employees.
• Oversee daily processing, administration, and servicing of a diverse commercial lending portfolio, including:
• Participant/Participation transactions
• Agented/syndicated loans
• Direct deals
• Ensure accuracy and timeliness of loan settlements, cash flows, rate changes, fee processing, and lifecycle servicing activities.
• Interpret and apply loan documentation, credit agreements, amendments, and notices.
• Monitor operational performance metrics and implement process improvements.
• Partners with internal groups such as credit, portfolio management, compliance, and risk to support operational excellence.
• Ensure adherence to internal controls, audit requirements, and regulatory guidelines.
• Resolve complex loan servicing issues and escalations.
• Participates in the development of the operations strategy.
• Executes operating plan and communicates strategy to operations team.
• Responsible for two or more functions across one or more sites, or may manage a complex product, function or location.
• Manages managers, supervisors and/or individual contributors.
• May participate in industry forums.
• Manages and is responsible for achieving desired business results.
• Acts as a senior point of escalation and resolves exceptions related to complex processes and/or product support.
• Reviews and provides oversight on end to end processes of varying risk and financial value.
• Interacts with customers and/or third parties to drive business results and resolve escalated issues.
• Provides coaching and development to team members, supervisors and/or managers.
• Leads staff meetings, communicates the strategic direction and translates into tactical operating plans.
• Provides consultation and advice to service partners and customers.
• Identifies and influences strategic improvement initiatives and serves as a representative or a project sponsor for operations group on projects.
• Develops, reviews and/or approves standard operating procedures as appropriate.
• Recommends and/or drives policy improvements.
• Oversees and/or owns the control framework for unit(s) of responsibility.
• Reviews transactions, reports, and/or key risk indicators to identify exceptions, monitor quality and ensure effective quality risk management.
• Manages and is accountable for risk mitigation and business resiliency activities and/or strategies.

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: Mid Level