Operations Supervisor

In this role, you will act as the main point of contact between customers, investors, and a variety of internal line-of-business teams for loan-related inquiries. Some of the interaction will be with third party vendors, internal Relationship Managers, and the Collateral Team to mitigate risk, thus ensuring the full cycle loan process is completed for our customers. This includes loan funding, interest and principal payments, rollovers, amendments, and reconciliations.

Most of the investors you will work with consist of other banks or bank affiliates in the same role. Part of your responsibilities will be supporting the team carrying out the main agent bank role for clients and being a liaison for other banks involved in the loan process. Your team will communicate directly with the clients to ensure a smooth loan experience.

As an Operations Supervisor, you will also be responsible for different transaction reporting, such as fee payments that are reported the first day of the month. For the reporting aspect of this role, it's helpful to have an advanced excel skill set to perform VLOOKUPS and XLOOKUPS to obtain necessary information and conduct due diligence using the MATCH function, calling out and correcting discrepancies.

To be successful in this role you will use analytical skills to use data to make informed decisions. Be a strong communicator and use collaboration to build strong relationships. Be able to motivate and coach the team and have the ability to identify emerging trends in loan operation technology, utilizing process automation to streamline workflow, reduce error, increase efficiency and save time and costs by minimizing manual processes.

In this role, you will manage/support the team, having those difficult conversations necessary to improve individual and organization performance, and follow up with corrective action when necessary. Within this, you will provide coaching and development to team members and hold touch bases with team members to come up with plans of action to improve employee performance to mitigate corrective action when possible.

We seek motivated, driven and creative individuals that enjoy working as part of a team in a high energy environment which thrives on innovation and ingenuity. You will work together to create new solutions which will provide our clients with an exceptional customer experience. Valued opinions, supported by collaborative teams, impact the success of the Commercial Loan Operations organization.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. This position may not be available in all geographic locations.

Job Description

• Oversees operations workflow and assists team with executing transactions/processes. Manages direct reports on the operations team.
• Manages and is responsible for the operations workflow including achieving desired business results and key performance indicators. Assists team members with escalated issues. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. Identifies and addresses exceptions and serves as a point of escalation. Partners internally to resolve escalations and provide guidance. May interact with external customers and third parties in completing transactions or resolving escalated issues.
• Responsible for all human resources related activities for team members. Provides coaching and development to team members. Leads team huddle/meeting and continuous improvement sessions.
• Provides consultation and advice to service partners and customers. Leads improvement initiatives including reviewing existing processes, making recommendations and supporting the implementation of improvements. Updates standard operating procedures as appropriate. Participates in and may oversee projects.
• Reviews reports to identify exceptions, monitor quality and ensure compliance. Manages and is accountable for risk mitigation activities. Verifies completeness and accuracy of procedures. May review transactions and related documents and verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures.

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
Accountability, Coaching, Communication, Customer Solutions, Ensure Compliance, Leadership, Personal Initiative, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP), Team Collaboration, Trend Analysis

Competencies
Decision Making and Critical Thinking, Effective Communications, Internal Resource Coordination, Operational Functions, Problem Management Process, Process Management, Standard Operating Procedures

Work Experience
Roles at this level typically do not require a university / college degree, but do require related experience or product knowledge to accomplish primary duties. Typically requires 3+ years of related experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education
No Degree

Certifications
No Required Certification(s)

Licenses
No Required License(s)

Pay Transparency

Base Salary: $37,000.00 - $94,250.00

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 03/11/2025, 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; 8 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 Your PNC Total Rewards.

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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