Position OverviewAs a Operations Group Manager Senior within PNC's Treasury Management organization, you will be based remotely.
Position Summary:
Financial Operations (FinOps) and Settlement is an operating leader responsible for the end-to-end financial operations of the bank's merchant services business. This individual owns the operating model from settlement and funding through billing, collections, and revenue assurance. This individual is accountable for the accuracy, timeliness, and control integrity of every financial process within the merchant acquiring lifecycle.
The FinOps operating leader ensures that all processing and downstream financial obligations are met, reconciled, and (as applicable) recoverable. The role carries direct accountability for daily operational execution as well as periodic, compliance-driven, and remediation processes across a complex, high-volume payments environment incorporating modern technology and high-levels of automation.
Key Responsibilities:
Operational Leadership & Execution
• Lead the FinOps function across settlement, billing, exception management, collections, and financial control functions
• Own daily, monthly, and periodic operational calendars; ensure all processes are executed on schedule and within defined accuracy and quality thresholds, with a focus on automation
• Establish and maintain operating procedures, runbooks, and control documentation for all FinOps processes
• Serve as the primary escalation point for high-severity financial exceptions, funding discrepancies, or merchant-impacting operational failures
Financial Control & Reconciliation
• Maintain full reconciliation integrity across the merchant services general ledger, including settlement accounts, clearing accounts, reserve accounts, and fee income accounts
• Ensure daily and month-end close activities are completed accurately and on time in coordination with the bank's Finance and Accounting functions
• Design and enforce a strong internal control environment, including dual controls, reconciliation sign-offs, and exception aging governance
• Partner with Internal Audit and Compliance to support examinations, audits, and regulatory reviews of financial operations
Revenue Assurance & Fee Integrity
• Own merchant interchange and scheme fee economics; ensure interchange income is accurately captured, pass-through fees are correctly assessed, and network fees are reconciled and disputed where applicable
• Identify and remediate billing and revenue leakage across the merchant portfolio, including misconfigured rate plans, unbilled transactions, and under collected fees
• Partner with Product and Pricing teams to operationalize fee schedule changes and new billing constructs
Risk, Collections & Recoveries
• Manage reserve adequacy across the merchant portfolio, coordinating with Credit Risk and Underwriting on reserve policy application and exceptions
• Oversee the collections strategy for merchant receivables, including fee arrears, negative balance recovery, and post-termination loss mitigation
• Lead damage assessment processes for merchant-related fraud, processing errors, and dispute losses; quantify recoverable amounts and coordinate recovery actions
Compliance & Regulatory Operations
• Ensure all FinOps processes comply with applicable regulations, card network rules, and bank policy, including IRS 1099-K requirements, BSA/AML transaction monitoring obligations, and state unclaimed property laws
• Manage lien and levy processing in strict adherence to legal requirements and internal policy
• Maintain audit-ready documentation and evidence packages for all FinOps processes
Strategic Contribution & Continuous Improvement
• Define and drive the FinOps target operating model, including automation opportunities, system enhancements, and vendor/processor integration improvements
• Develop and report on a FinOps scorecard covering operational KPIs, exception aging, funding accuracy, billing quality, and recovery performance
• Partner with Product & Platform team on requirements for Technology system implementations, platform migrations, and operational tooling that impacts financial processing
• Contribute to the merchant services business strategy by providing data-driven insight on operational cost, risk exposure, and revenue performance
Qualifications - Required:
• 10+ years of progressive financial operations experience in payments, merchant acquiring, or card issuing, with at least 5 years in a senior management or leadership role
• Deep understanding of the merchant acquiring value chain, including settlement flows, interchange economics, scheme fee structures, and the bank-processor operating model
• Demonstrated experience owning reconciliation, exception management, and billing operations in a high-volume payments environment
• Proven track record managing collections, reserves, and financial risk mitigation in a regulated financial institution
• Familiarity with IRS 1099-K reporting requirements, state escheatment laws, and levy/lien processing obligations
• Experience operating within a bank regulatory environment, including working with Internal Audit, Compliance, and bank examiners
• Strong financial acumen; ability to manage P&L impacts, quantify operational losses, and communicate financial results to senior leadership
• Excellent organizational and process management skills; demonstrated ability to run multi-track operational calendars without errors or missed deadlines
• Experience leading and developing high-performing operations teams
Preferred
• Experience at a bank-owned merchant acquirer or bank-sponsored merchant acquirer with a third-party processor relationship
• Familiarity with card network rules (Visa, Mastercard) as they apply to settlement, scheme fees, and dispute processing
• Experience with enterprise financial systems (core banking platforms, GL systems) and payments-specific reconciliation or billing platforms
• Background in treasury operations, bank operations, or bank financial control functions
• Six Sigma, Lean, or equivalent process improvement certification or demonstrated application
• Bachelor's degree in Finance, Accounting, Business, or related field; MBA or CPA a plus
This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.
Job Description- Determines the overall operations strategy for function or business and sets operating standards in collaboration with the business. Oversees execution of support and service and leads staff to achieve excellence. Oversees the development of relevant key performance and risk indicators.
- Oversees the execution of business and functional strategies and initiatives to achieve desired service and budgetary results within the risk appetite. Drives improvements in capabilities, controls and performance while connecting strategies and initiatives to business outcomes to drive desired client experience.
- Develops and maintains relationships with internal and external partners and creates an environment in which products and/or processes are designed/re-designed and/or managed to ensure customer satisfaction.
- Establishes and ensures compliance with internal policies and procedures. Recommends and influences policy and procedure changes to meet business objectives. Ensures policy and procedures changes are communicated appropriately to deliver a superior employee and customer experience. Manages highest level escalations.
- Manages, aligns and oversees the development of the operations team, which may include managers, supervisors and individual contributors. Develops future leaders, including managers and supervisors.
Preferred SkillsAccountability, Customer Solutions, Ensure Compliance, Personal Initiative, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP)
CompetenciesBudgeting, Decision Making and Critical Thinking, Effective Communications, Industry Knowledge, Internal Resource Coordination, Operational Functions, Operational Risk, Process Management, Standard Operating Procedures, Strategic Thinking
Work ExperienceRoles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
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