Process Improvement Consultant Senior

PNC•Pittsburgh, PA

1d•$70,000 - $156,000•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 Process Improvement Consultant Senior within PNC's Retail Banking Operations organization, you will be based Pittsburgh, PA, Cleveland, OH, or Miamisburg, OH. Other locations within the PNC footprint will also be considered. Retail Bank Operations (RBO) drives critical functions for many lines of business across PNC. From investigating suspected check fraud, printing and mailing critical bank documents to identifying and developing process improvement opportunities, the team's scope and expertise is broad and essential. The RBO Workforce Management Team supports Retail Bank Operations through high frequency performance reporting that aligns workload demand with available resources, with a strong focus on quality business outcomes. This function serves as the enterprise benchmark for operational resource, demand, and personnel expense management. This role requires the candidate to be an excellent communicator, detail orientated, organized and a self-starter.

Requirements

Strong written and verbal communication skills with the ability to translate analytics into business insights
Ability to translate complex data and analysis into practical and consumable concepts and recommendations for Business Partners
Ability to structure ambiguous information and create clear, actionable output
Ability to assess Behavioral Analytics / Data - Identify and correlate business process data with human behavior
Strong data analysis skills with proficiency in Excel (Pivot tables, advanced functions)
Ability to connect with variety of Stakeholders, assess operational processes and identify opportunities for workforce optimization
Excellent data‑gathering, documentation, and problem‑solving skills
Strong attention to detail and active monitoring mindset
Background in operations, business analysis, workforce analytics, or operation research is preferred
Demonstrates strong leadership, makes sound and definitive decisions, and serves effectively as a team lead driving accountability and results
Bachelors
5+ years of industry-relevant experience
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.

Nice To Haves

Familiarity with Power Platform or PowerApps (preferred but not required)
Change Management
Corporate Governance
Data Analytics
Process Efficiencies
Process Improvements
Risk Assessments
Analytical Thinking
Consulting
Effective Communications
Flexibility and Adaptability
Influencing
Organizational Change Mgt
Organizational Savvy and Politics
Problem Solving
Project Management

Responsibilities

Support RBO workforce strategy, routines, and operations with an emphasis on internal efficiency and continuous improvement
Actively monitor workforce trends, performance indicators, and progress toward goals to enhance visibility and transparency for leadership
Coordinate with Line of Business, Finance, and HR Business Partners on Workforce Planning, Optimization, and Performance Monitoring, including: Initiative Benefit Analysis and Realization, Key Strategic Initiative Support, Personnel Budget Planning & Evaluation for All Proposed Requisitions, Performance Monitoring & Regular Staff Assessments
Produce Executive Level Reporting (Workforce Management, Operational Business Reviews, Expense Management)
Perform Workforce Management Team Lead Functions
Develop Effective Data Collection Strategy
Validate / Authenticate Workforce Management Deliverables
Guide / Coach Partners on Analytical Standards and Practices
Consults with the Line of Business to evaluate and execute on an organization's complex operations or technology processes through the development of end-to-end solutions that optimize process efficiency, reduce processing time, and mitigate risks.
Conducts complex business diagnostics to identify, quantify and prioritize value creation project.
Cultivates and presents business case, implementation deliverables, cost-estimates, and cost-benefit analysis to influence senior leadership on process improvement opportunities that will assist in accomplishing business objectives in a more efficient manner.
Uses comprehensive view of organizational processes to facilitates the redesign of complex, cross-functional projects.
Understands and develops an end-to-end solution that encompasses all aspects that a process may touch including facets of operations and business systems.
Leads efforts to improve the quality and/or minimize process cost.
Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements.
Executes on findings by preparing and presenting optimization efforts to governance committees for approval.
Assess risks associated with current and proposed processes against business objectives and ensures alignments with the bank's and unit's risk appetite and risk management framework.
Consults business partners to ensure that introduction of new process is smooth and effective, and sustains or improves quality of output.
Mentors individuals and teams to build capabilities.
Leverages strong relationships with the Line of Business to ensure continuous improvement after initial implementation.

Benefits

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
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