Process Improvement Director- Retail Bank Operations

PNC•Pittsburgh, PA

11d•$100,100 - $223,080•Onsite

About The Position

The Process Improvement Director will be a key leader in PNC's Operational Process Excellence (OPEx) organization, reporting to the OPEx Director. This role is responsible for identifying and implementing strategies to improve client and employee experiences, minimize risk exposure, and reduce expenses within Retail Bank Operations. The position involves partnering with cross-functional teams to align process improvement initiatives with organizational objectives, leading a team focused on delivering benefits through automation technologies (intelligent automation, robotic process automation, generative artificial intelligence, machine learning, workflow systems), and demonstrating awareness of industry standards for process engineering and automation. The Director will define success metrics, track performance improvements, and ensure adherence to project lifecycle governance and financial accountability.

Requirements

Proven executive-level facilitation and influence skills; able to lead ambiguous, high-stakes strategy design discussions with key stakeholders
Proven experience developing and executing on business strategies
Proven history of team leadership, development, and engagement
University / college degree
At least 5 years of prior management experience
8+ years of industry 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.
Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
Live the Values - Role models our values with transparency and courage.
Enable Change - Takes action to drive change and innovation that will transform our business.
Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Nice To Haves

Higher level education such as a Masters degree, PhD, or certifications is desirable.
In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
Change Management
Corporate Governance
Data Analytics
Process Efficiencies
Process Improvements
Risk Assessments

Responsibilities

Owns the overall strategy and design of process improvement programs across the organization.
Manages teams responsible for the evaluation and execution of an organization's multiple, cross-functional operations or technology processes from initial research through development of end-to-end solutions that optimize process efficiency, reduce processing time, and mitigate risks.
Oversees strategies, processes, guidelines and support of process improvement opportunities and programs.
Owns and presents business case, implementation deliverables, cost-estimates, and cost-benefit analysis to influence senior leadership in order to provide rationale to how process improvement opportunities will assist in accomplishing business objectives more efficiently.
Champions, promotes and continuously evaluates process improvement initiatives and programs.
Uses comprehensive view of organizational processes to lead teams through the redesign of complex, cross-functional processes.
Understands and develops an end-to-end solution that encompasses all aspects that a process may touch including facets of operations and business systems.
Owns the process redesign effort to improve the quality and/or minimize process waste cost.
Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements.
Executes on findings by presenting optimization efforts to governance committees for approval.
Assesses 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.
Directs staffing, development and performance management programs for staff and manages, motivates and develops management team.
Monitors effectiveness of process improvement strategies and programs and ensures team maintains continuous process improvement activities as necessary.

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