Process Improvement Director- Retail Bank Operations

Position Overview

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 Director within PNC's Retail Bank Operations- OPEX (Operational Process Excellence) team, you will be based in Pittsburgh, PA, or Cleveland, OH, or Philadelphia, PA, or Dallas/Fort Worth, TX.

The scope of Retail Bank Operations is impressively broad and encompasses a wide range of critical functions. These include managing the cash needs for our branch and ATM networks, printing and mailing important bank documents, and handling both inbound and outbound collections for home lending, automobile, and card services. Additionally, Retail Bank Operations focuses on loan mitigation and investor operations, developing process improvement and automation opportunities, overseeing the daily processing of cash and check deposits, bill payments, and executes strategic quality management functions.

As a Process Improvement Director, you will:

Be a key leader in our Operational Process Excellence (OPEx) organization, reporting to the OPEx Director.

Identify and implement strategies to improve client and employee experiences, minimize risk exposure, and reduce expenses in Retail Bank Operations.

Partner with cross-functional teams to align process improvement initiatives with organizational objectives and goals.

Lead a diverse and highly skilled team tasked with delivering benefits through the implementation of intelligent automation, robotic process automation, generative artificial intelligence, machine learning, and/or workflow systems

Demonstrate awareness of industry standards for process engineering and automation to align solutions with best practices

Define success metrics and track performance improvements tied to the portfolio of transformation projects (e.g., cycle/handle times, cost efficiencies, error rates, etc.)

Ensure adherence to project lifecycle governance requirements and manage financial accountability for projects led by the team

Capabilities

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

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• 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. 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.
• 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.

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.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• 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.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills
Change Management, Corporate Governance, Data Analytics, Process Efficiencies, Process Improvements, Risk Assessments

Competencies
Effective Communications, Flexibility and Adaptability, Influencing, Managing Multiple Priorities, Organizational Change Management, Organizational Savvy and Politics, Problem Solving

Work Experience
Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry experience is typically 8+ years. At least 5 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education
Bachelors

Certifications
No Required Certification(s)

Licenses
No Required License(s)

Pay Transparency

Base Salary: $100,100.00 - $223,080.00

Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance.

Application Window

Generally, this opening is expected to be posted for two business days from 05/22/2026, although it may be longer with business discretion.

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.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com.

Disability Accommodations Statement

If an accommodation is required to participate in the application process, please contact us via email at AccommodationRequest@pnc.com. Please include "accommodation request" in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO)

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

California Residents

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