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 Consultant, Sr within PNC’s Enterprise Technology organization, you will be based in Phoenix, AZ or Pittsburgh, PA. Responsibilities require time in the office or in the field on a regular basis.

The Proactive Problem Management team is a group of problem consultants within the Site Reliability Center (SRC)

whose goal is to make reliability a priority for technology.

As part of the Proactive Problem Management team:

• Accountable as single source of status information, delivering clear, timely and accurate business and technical style communications, across the organization including Technology and business stakeholders

• Take responsibility in the governance of Proactive Problem Management end to end process with cross Technology teams and external vendors, ensuring all KPI’s are met and a high standard of management and reporting are consistently achieved

• Lead and facilitate proactive problem tasks for remediation across the enterprise

• Driving with focus and urgency the mitigation of all relevant improvement actions.

• Own all Proactive Problem Management activity for all Enterprise managed major incidents.

• Build and maintain customer and stakeholder relationships.

• Support Service Management team obligation to process ownership, operations, and governance.

• Implements lessons learned for process improvement activities, i.e., governance/adherence, assessments, brainstorming, improvement recommendations

• Provides on call off-hour and weekend support for high priority incidents (and root cause investigations as needed)

• We create and manage Data Analytics and Automation

• We recruit, develop, and retain great talent

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Ideal candidate will have strong skills in the following:

o Strong written and oral communication skills

o Critical thinking and data analytics skills

o Through understanding of ITIL methodologies

o Ability to apply statistical analytics

o Accuracy & Attention to Detail

o Ability to understand and articulate controls

o Ability to learn new platforms as a user and perform various search functions

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.

Competencies

Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Consulting – Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.

Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.

Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

Organizational Change Mgt – Ability to manage the successful and smooth transition from current to desired culture, practices, structure, and overall organizational environment.

Organizational Savvy and Politics – Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels.

Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Project Management – Ability to plan, organize, monitor, and control projects, ensuring efficient utilization of technical and administrative resources, to achieve project objectives.

Work Experience

Roles 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.

Education

Bachelors

Additional Job Description

Benefits

PNC offers employees 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; maternity and parental leave; paid holidays, vacation days and occasional absence time; 401(k), pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption assistance; educational assistance and a robust wellness program with financial incentives. To learn more about these and other programs, including benefits for part-time employees, visit pncbenefits.com > New to PNC.

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.

California Residents

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