Process Improvement Consultant- Retail Bank Operations

PNC Bank•Pittsburgh, PA

3d•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 within PNC's Retail Banking Operations organization, you will be based Pittsburgh, PA, Cleveland, OH, Brecksville, 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
University / college degree, with 3+ years of relevant / direct industry experience.
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

Familiarity with Power Platform or PowerApps (preferred but not required)
Change Management
Corporate Governance
Data Analytics
Process Efficiencies
Process Improvements
Risk Assessments

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: Benefit Analysis and Realization, Key Strategic Initiative Support, Personnel Budget Planning & Evaluation for All Proposed Requisitions, Performance Monitoring & Regular Staff Assessments
Consults with line of business to evaluate and oversee an organization's operations or technology processes.
Develops solutions to optimize process efficiency, reduce processing time, and mitigate risks.
Conducts thorough business diagnostics to identify, quantify and prioritize value creation projects.
Develops and presents business case to approval committees.
Responsible for overseeing implementation deliverables, cost-estimates, cost-benefit analysis, and providing rationale to how process improvement opportunities will assist in accomplishing business objectives more efficiently.
Uses broad knowledge to facilitate the redesign of organizational processes.
Creates solutions that optimize process quality, efficiency, and cost.
May lead efforts to improve the quality and/or minimize process cost.
Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements.
Prepares and may present recommendations 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 with all levels of the organization to ensure that introduction of new processes 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.