Operations Work Lead (GOV)

PNC•Cleveland, OH

2d•$34,000 - $79,300

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 an Operations Work Lead (GOV) within PNC's AR Advantage Operations organization, you will be based in Cleveland Ohio. The shift schedule for this role is Sunday- Thursday 9:00 PM to 5:30 AM EST PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. Job Description Oversees operations workflow and assists team with executing transactions/processes. Monitors and coordinates the operations workflow and assists team members with escalated issues. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and serves as a point of escalation. Partners internally to resolve escalations and provide guidance. May interact with external customers and third parties in completing transactions or resolving escalated issues. Coaches team members and provides applicable training. May lead team huddles/meetings and/or continuous improvement sessions. May provide input on team member performance and development. Provides consultation and advice to internal and external customers. Reviews existing processes, recommends improvements and may assist with implementation. Provides input and may update standard operating procedures. Participates in and may serve as a subject matter resource for projects. Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures. May review reports to identify exceptions, monitor quality and ensure compliance. May participate in risk mitigation activities. Verifies the completeness and accuracy of procedures. 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.
Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties.
Typically requires 4+ years of related business or functional 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

Accountability
Customer Solutions
Ensure Compliance
Personal Initiative
Process Improvements
Results-Oriented
Risk Mitigation Strategies
Standard Operating Procedure (SOP)
Accuracy and Attention to Detail
Effective Communications
Managing Multiple Priorities
Operational Functions
Problem Management Process
Process Management
Products and Services
Standard Operating Procedures

Responsibilities

Oversees operations workflow and assists team with executing transactions/processes.
Monitors and coordinates the operations workflow and assists team members with escalated issues.
May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures.
Identifies and addresses exceptions and serves as a point of escalation.
Partners internally to resolve escalations and provide guidance.
May interact with external customers and third parties in completing transactions or resolving escalated issues.
Coaches team members and provides applicable training.
May lead team huddles/meetings and/or continuous improvement sessions.
May provide input on team member performance and development.
Provides consultation and advice to internal and external customers.
Reviews existing processes, recommends improvements and may assist with implementation.
Provides input and may update standard operating procedures.
Participates in and may serve as a subject matter resource for projects.
Reviews transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures.
May review reports to identify exceptions, monitor quality and ensure compliance.
May participate in risk mitigation activities.
Verifies the completeness and accuracy of procedures.

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; 8 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 Your PNC Total Rewards.
PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more.

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