Market Operations Manager

PNC

2d • $80,000 - $152,950 • 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 Market Operations Manager within PNC's Retail Distribution Operations - Centers of Excellence organization, you will be based in Denver, CO. As a Market Operations Manager (MOM) you will be supporting the Denver market. 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 Leverages holistic understanding of the business (including but not limited to sales and service, customer experience and risk) in order to manage and direct initiatives and activities that lead to improvement in the quality of execution in operational efficiency and regulatory compliance. Leads, influences and coaches various market and senior leaders to ensure effective management and operational soundness that will lead to the market achieving their objectives. Develops the risk strategy for market and lead their team to inspect and execute against that strategy. Manages risk by synthesizing data from multiple sources in order to identify key areas of risk requiring review, establishing quality assurance routines aligned to internal audit protocols for implementation across all risk activities. Understands regulatory and risk framework across all products, services, processes, and conduct root cause analysis of customer complaint data and other voice of the customer metrics and relates to key risk indicators. Accountablity for the development, montioring and testing of controls to ensure heightened standards of operational soundness are effectively in place. Manages effective network of senior internal and external relationships to develop the market network transformation strategy and ensures effective execution that enables the market to grow revenue, improve the client experience and manage risk. Plans and executes the strategy of branch consolidations, new branch openings, branch relocation and branch renovation. Supports the retail network and business resiliency team with mitigating business disruptions due to unforeseen challenges. Partners with various market leaders to implement the strategic vision around revenue and non-revenue generating activities that will lead to stronger operational efficiencies and improved sales performance. Develops, evolves, executes and monitors the staffing strategy within the market. Ensures the staffing model strategy is forward thinking and focused on staff optimization and is building towards the branch distribution of the future. Sets the tone in the market for promoting a culture of operational soundness and comprehensive risk management: credit risk, reputational risk, human capital risk, financial risk and regulatory risk. Develops team members while monitoring progress against goals. May support the development of other managers. Motivates and develops staff, including acquiring and retaining top talent and managing performance based issues. Effectively plans, organizes, directs, analyzes and evaluates staff and processes. Connects industry transformation, company strategy and regulatory demands to day-to-day activities and updates the team on a regular basis. 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.

Requirements

• Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role.
• 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.
• 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.

Nice To Haves

• Competitor Analysis
• Data Analytics
• Operational Performance
• Process Control
• Regulatory Compliance
• Workforce Optimization
• Business Process Improvement
• Decision Making and Critical Thinking
• Effective Communications
• Matrix Management
• Operational Risk
• Regulatory Environment - Financial Services

Responsibilities

• Leverages holistic understanding of the business (including but not limited to sales and service, customer experience and risk) in order to manage and direct initiatives and activities that lead to improvement in the quality of execution in operational efficiency and regulatory compliance.
• Leads, influences and coaches various market and senior leaders to ensure effective management and operational soundness that will lead to the market achieving their objectives.
• Develops the risk strategy for market and lead their team to inspect and execute against that strategy.
• Manages risk by synthesizing data from multiple sources in order to identify key areas of risk requiring review, establishing quality assurance routines aligned to internal audit protocols for implementation across all risk activities.
• Understands regulatory and risk framework across all products, services, processes, and conduct root cause analysis of customer complaint data and other voice of the customer metrics and relates to key risk indicators.
• Accountablity for the development, montioring and testing of controls to ensure heightened standards of operational soundness are effectively in place.
• Manages effective network of senior internal and external relationships to develop the market network transformation strategy and ensures effective execution that enables the market to grow revenue, improve the client experience and manage risk.
• Plans and executes the strategy of branch consolidations, new branch openings, branch relocation and branch renovation.
• Supports the retail network and business resiliency team with mitigating business disruptions due to unforeseen challenges.
• Partners with various market leaders to implement the strategic vision around revenue and non-revenue generating activities that will lead to stronger operational efficiencies and improved sales performance.
• Develops, evolves, executes and monitors the staffing strategy within the market.
• Ensures the staffing model strategy is forward thinking and focused on staff optimization and is building towards the branch distribution of the future.
• Sets the tone in the market for promoting a culture of operational soundness and comprehensive risk management: credit risk, reputational risk, human capital risk, financial risk and regulatory risk.
• Develops team members while monitoring progress against goals.
• May support the development of other managers.
• Motivates and develops staff, including acquiring and retaining top talent and managing performance based issues.
• Effectively plans, organizes, directs, analyzes and evaluates staff and processes.
• Connects industry transformation, company strategy and regulatory demands to day-to-day activities and updates the team on a regular basis.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level