Process Improvement Director- Retail Bank Operations

Position OverviewAt 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 Director within PNC's Retail Bank Operations organization, you will be based in Pittsburgh, PA, or Cleveland, OH, or Philadelphia, PA, or Dallas/Fort Worth, TX. The scope of Retail Bank Operations is impressively broad and encompasses a wide range of critical functions. These include managing the cash needs for our branch and ATM networks, printing and mailing important bank documents, and handling both inbound and outbound collections for home lending, automobile, and card services. Additionally, Retail Bank Operations focuses on loan mitigation and investor operations, developing process improvement and automation opportunities, overseeing the daily processing of cash and check deposits, bill payments, and executes strategic quality management functions. As a Process Improvement Director, you will: Be a key leader in our Operational Process Excellence (OPEx) organization, reporting to the OPEx Director. Identify and implement strategies to improve client and employee experiences, minimize risk exposure, and reduce expenses in Retail Bank Operations. Partner with cross-functional teams to align process improvement initiatives with organizational objectives and goals. Lead a diverse and highly skilled team tasked with delivering benefits through the implementation of intelligent automation, robotic process automation, generative artificial intelligence, machine learning, and/or workflow systems Demonstrate awareness of industry standards for process engineering and automation to align solutions with best practices Define success metrics and track performance improvements tied to the portfolio of transformation projects (e.g., cycle/handle times, cost efficiencies, error rates, etc.) Ensure adherence to project lifecycle governance requirements and manage financial accountability for projects led by the team Capabilities Proven executive-level facilitation and influence skills; able to lead ambiguous, high-stakes strategy design discussions with key stakeholders Proven experience developing and executing on business strategies Proven history of team leadership, development, and engagementPNC 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 DescriptionOwns the overall strategy and design of process improvement programs across the organization. Manages teams responsible for the evaluation and execution of an organization's multiple, cross-functional operations or technology processes from initial research through development of end-to-end solutions that optimize process efficiency, reduce processing time, and mitigate risks.Oversees strategies, processes, guidelines and support of process improvement opportunities and programs. Owns and presents business case, implementation deliverables, cost-estimates, and cost-benefit analysis to influence senior leadership in order to provide rationale to how process improvement opportunities will assist in accomplishing business objectives more efficiently.Champions, promotes and continuously evaluates process improvement initiatives and programs. Uses comprehensive view of organizational processes to lead teams through the redesign of complex, cross-functional processes. Understands and develops an end-to-end solution that encompasses all aspects that a process may touch including facets of operations and business systems.Owns the process redesign effort to improve the quality and/or minimize process waste cost. Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements. Executes on findings by 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.Directs staffing, development and performance management programs for staff and manages, motivates and develops management team. Monitors effectiveness of process improvement strategies and programs and ensures team maintains continuous process improvement activities as necessary.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.QualificationsSuccessful candidates must demonstrate app