Operations Manager 2 - Commercial Mortgage Backed Securities (CMBS) Servicing- Midland

PNC•Home Location-MO (MOH01), MO

About The Position

At PNC, an Operations Manager in the Midland organization leads the CMBS Servicing team and manages a team of developing Loan Administrators. The team responds to borrower requests, maintains borrower information files, monitors Midland’s proprietary website, addresses incoming funds, performs collection activities, manages ACH setups and terminations, processes late charge waivers, reviews W9s, and handles the annual statement process. The position is based within PNC’s Midland footprint and may be eligible for remote work in select geographic locations, subject to PNC approval. Approved remote work must be performed from a quiet, secure, and confidential home workspace; occasional in-office participation may be required based on business needs. PNC will not sponsor employment visas or participate in STEM OPT for this position. The role participates in developing the operations strategy, executes the operating plan, and communicates strategy to the operations team. It is responsible for business results, complex process and product escalations, oversight of end-to-end processes, customer and third-party interactions, team coaching and development, operational improvement initiatives, procedures and policy improvements, and the control framework, risk mitigation, and business resiliency activities for its areas of responsibility. The manager is expected to demonstrate customer focus and effective risk management, and to cultivate inclusive teams, model PNC’s values, drive change, deliver results, and develop employees. The position typically requires a university or college degree and at least three years of industry-relevant experience. In an operations or production environment, two years of previous managerial experience is typically required. A comparable combination of education, job-specific certifications, and experience, including military service, may be considered in lieu of a degree. A bachelor’s degree is listed under Education; no certifications or licenses are required.

Requirements

Typically, a university or college degree and 3 or more years of industry-relevant experience.
For an operations or production environment position, typically 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.
Bachelor’s degree listed under Education.
Demonstrate appropriate knowledge, skills, and abilities for the role.
Preferred skills include accountability, customer solutions, ensuring compliance, personal initiative, process improvements, results orientation, risk mitigation strategies, and standard operating procedures.
Competencies include decision making and critical thinking, effective communications, internal resource coordination, operational functions, problem solving, process management, and standard operating procedures.
No required certifications, licenses, or language assessments.
Must meet the requirements applicable to Section 19 of the Federal Deposit Insurance Act and, for any registered role, the SAFE Act and/or FINRA requirements.
PNC does not provide employment visa sponsorship or participate in STEM OPT for this position.

Nice To Haves

Preferred skills: accountability, customer solutions, ensuring compliance, personal initiative, process improvements, results orientation, risk mitigation strategies, and standard operating procedures.

Responsibilities

Participate in developing the operations strategy, execute the operating plan, and communicate strategy to the operations team.
Manage a team of developing Loan Administrators handling borrower requests, borrower information files, Midland’s proprietary website, incoming funds, collections, ACH setup and terminations, late charge waivers, W9 review, and the annual statement process.
Manage and be accountable for achieving desired business results.
Serve as a senior escalation point and resolve exceptions related to complex processes and product support.
Review and oversee end-to-end processes with varying risk and financial value.
Interact with customers and third parties to drive business results and resolve escalated issues.
Coach and develop team members, supervisors, and/or managers; lead staff meetings and translate strategic direction into tactical operating plans.
Consult with and advise service partners and customers.
Identify and influence strategic improvement initiatives and represent or sponsor the operations group on projects.
Develop, review, and/or approve standard operating procedures and recommend or drive policy improvements.
Oversee or own the control framework for the unit or units of responsibility.
Review transactions, reports, and key risk indicators to identify exceptions, monitor quality, and ensure effective quality risk management.
Manage and remain accountable for risk mitigation and business resiliency activities and strategies.
Apply customer-focused practices and assess and manage risks in accordance with PNC’s Enterprise Risk Management Framework.
Cultivate diverse and inclusive teams, model PNC’s values, drive change and innovation, take ownership of results, and develop employees.

Benefits

Medical and prescription drug coverage, with a Health Savings Account feature, for eligible full-time employees.
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 and elder care.
Adoption, surrogacy, and doula reimbursement.
Educational assistance, including select fully paid programs.
Wellness program with financial incentives.
Maternity and/or parental leave, depending on eligibility.
Up to 11 paid holidays each year, depending on eligibility.
9 occasional absence days each year, unless otherwise required by law, depending on eligibility.
Between 15 and 25 vacation days each year, depending on career level and years of service.