Operations Work Lead Senior - Centralized Booking

PNC • St. David's, CO

2d • $18 • 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 Work Lead Senior within PNC's CCLO Centralized Booking organization, you will be based in Kalamazoo, MI, Pittsburgh, PA, Dallas, TX, or Denver, CO. Work Hours: May vary depending on time zone. Core coverage window is 7:00 AM – 8:00 PM EST. Position Overview: The Operations Work Lead Senior is responsible for providing hands on operational support, workflow coordination, and leadership within a fast paced environment. This role ensures work is completed accurately, on time, and in alignment with business standards. The ideal candidate demonstrates accountability, communicates with confidence, and has a strong focus on process improvement and team development. Job Description Oversees operations workflow and assists team with executing complex transactions/processes. Monitors and coordinates operations workflow and resolves escalated issues. May process and/or reconcile transactions of moderate to high risk and financial value in accordance with established policies and procedures. Partners internally to identify, resolve, and provide guidance regarding escalations. May interact with external customers and third parties in completing transactions or resolving escalated issues. Coaches team members and provides applicable training. Leads team huddles/meetings and/or continuous improvement sessions. Provides input on team member performance and development. Provides consultation and advice to internal and external customers. Reviews existing processes and drives improvements/implementation. Updates standard operating procedures. Participates in and serves as subject matter resource for projects. Reviews transactions and related documents to verify completeness, accuracy, conformance to established service levels and compliance with applicable policies and procedures. Participates in risk mitigation activities. Verifies 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 a university / college degree with < 1 year of professional experience and/or successful completion of a formal development program.
• In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
• Bachelors

Nice To Haves

• Accountability
• Ensure Compliance
• People Management
• 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

• Take full accountability and ownership of assigned workflows, deliverables, and performance outcomes.
• Lead daily work distribution, ensuring tasks are prioritized and completed within established service levels.
• Provide clear, confident communication to team members, leadership, and cross functional partners.
• Make effective, timely decisions using sound judgment and analytical reasoning.
• Support team success with a coaching mindset, offering guidance, feedback, and skill development.
• Collaborate across teams to resolve issues, escalate concerns appropriately, and influence positive outcomes.
• Identify workflow gaps and contribute to continuous process improvement initiatives.
• Maintain adaptability and resilience in response to shifting priorities, deadlines, and business needs.
• Monitor work progress and assist with analytics, reporting, and operational insights as needed.
• Oversees operations workflow and assists team with executing complex transactions/processes.
• Monitors and coordinates operations workflow and resolves escalated issues.
• May process and/or reconcile transactions of moderate to high risk and financial value in accordance with established policies and procedures.
• Partners internally to identify, resolve, and provide guidance regarding escalations.
• May interact with external customers and third parties in completing transactions or resolving escalated issues.
• Coaches team members and provides applicable training.
• Leads team huddles/meetings and/or continuous improvement sessions.
• Provides input on team member performance and development.
• Provides consultation and advice to internal and external customers.
• Reviews existing processes and drives improvements/implementation.
• Updates standard operating procedures.
• Participates in and serves as subject matter resource for projects.
• Reviews transactions and related documents to verify completeness, accuracy, conformance to established service levels and compliance with applicable policies and procedures.
• Participates in risk mitigation activities.
• Verifies 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; 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior