Operations Manager - Sub-Servicing Administration - Midland

PNC•Overland Park, KS

About The Position

At PNC, employees work together to deliver a strong customer experience and foster an inclusive workplace. The Operations Manager in PNC’s Midland Sub-Servicing Administration team manages a team of developing Loan Administrators. The team processes payments from remittance reports, monitors a group inbox, reviews quarterly reporting, reconciles an assigned general receipts account, processes advance requests, oversees external Primary Servicers, and serves as a liaison between those servicers and internal departments. The role executes the operating plan and communicates strategic direction to the operations team. It manages one or more functions across one or more sites and may manage supervisors and/or individual contributors. The manager is accountable for business results, escalations, risk mitigation, business resiliency, transaction quality, and compliance. The position also coaches and develops staff, advises service partners and customers, and identifies and implements process improvements. The position is based within the PNC Midland footprint. Remote work may be available in select geographic locations with PNC approval, from a quiet, secure, confidential home workspace; occasional in-office participation may be required. PNC will not provide employment visa sponsorship or participate in STEM OPT for this position.

Requirements

Typically 5 or more years of related experience.
At least 2 years of previous supervisory experience.
Related experience or product knowledge to accomplish the primary duties; a university or college degree is typically not required.
In lieu of a degree, a comparable combination of education, job-specific certifications, and experience, including military service, may be considered.
Demonstrated knowledge, skills, and abilities appropriate to the role.
Skills in accountability, customer solutions, compliance, personal initiative, process improvement, results orientation, risk mitigation strategies, and standard operating procedures.
Competencies in decision making and critical thinking, effective communication, internal resource coordination, operational functions, problem solving, process management, and standard operating procedures.

Responsibilities

Execute the operating plan and communicate strategic direction to the operations team.
Manage one or more operational functions across one or more sites, including supervisors and/or individual contributors.
Manage business results, act as an escalation point, and resolve exceptions.
Process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures, as applicable.
Partner internally to resolve escalations and provide guidance; interact with external customers and third parties to complete transactions or resolve escalated issues.
Coach and develop team members, lead staff meetings, and translate strategic direction into tactical operating plans.
Provide consultation and advice to service partners and customers.
Identify, influence, and implement process improvements; represent the operations group on projects.
Develop and/or approve standard operating procedures and recommend policy improvements.
Review transactions and reports to identify exceptions, monitor quality, and ensure compliance.
Manage risk mitigation and business resiliency activities; verify procedures are complete and accurate.
Oversee Loan Administrator work involving payment processing from remittance reports, group inbox monitoring, quarterly reporting, general receipts account reconciliation, advance requests, and external Primary Servicers.
Serve as a liaison between external Primary Servicers and internal departments.

Benefits

Medical and prescription drug coverage, with a Health Savings Account feature, depending on eligibility.
Dental and vision options, depending on eligibility.
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 programs that are fully paid.
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.
Between 15 and 25 vacation days each year, depending on career level and eligibility.