Position OverviewAs 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.
Key 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:
o Initiative Benefit Analysis and Realization
o Key Strategic Initiative Support
o Personnel Budget Planning & Evaluation for All Proposed Requisitions
o 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
Key Skills and Experience:
• Analytical & Presentation Skills:
o Strong written and verbal communication skills with the ability to translate analytics into business insights
o Ability to translate complex data and analysis into practical and consumable concepts and recommendations for Business Partners
o Ability to structure ambiguous information and create clear, actionable output
o Ability to assess Behavioral Analytics / Data - Identify and correlate business process data with human behavior
o Strong data analysis skills with proficiency in Excel (Pivot tables, advanced functions)
• Data Collection & Stakeholder Collaboration:
o Ability to connect with variety of Stakeholders, assess operational processes and identify opportunities for workforce optimization
o Excellent datagathering, documentation, and problemsolving skills
• General:
o Strong attention to detail and active monitoring mindset
o Background in operations, business analysis, workforce analytics, or operation research is preferred
o Familiarity with Power Platform or PowerApps (preferred but not required)
o Demonstrates strong leadership, makes sound and definitive decisions, and serves effectively as a team lead driving accountability and results
Job Description- 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.
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.
QualificationsSuccessful 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 SkillsChange Management, Corporate Governance, Data Analytics, Process Efficiencies, Process Improvements, Risk Assessments
CompetenciesAnalytical Thinking, Consulting, Effective Communications, Flexibility and Adaptability, Influencing, Organizational Change Mgt, Organizational Savvy and Politics, Problem Solving, Project Management
Work ExperienceRoles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. Specific certifications are often required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.
EducationBachelors
CertificationsNo Required Certification(s)
LicensesNo Required License(s)
Pay TransparencyBase Salary: $70,000.00 – $156,000.00
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 WindowGenerally, this opening is expected to be posted for two business days from 06/05/2026, although it may be longer with business discretion.
BenefitsPNC 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, visitpncthrive.com.
