Process Improvement Consultant- 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 Consultant within PNC's Retail Banking Operations organization, you will be based Pittsburgh, PA, Cleveland, OH, Brecksville, 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: Benefit Analysis and Realization o Key Strategic Initiative Support o Personnel Budget Planning & Evaluation for All Proposed Requisitionso Performance Monitoring & Regular Staff Assessments Key Skills and Experience:Analytical & Presentation Skills: o Strong written and verbal communication skills with the ability to translate analytics into business insightso 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 outputo Ability to assess Behavioral Analytics / Data - Identify and correlate business process data with human behavioro Strong data analysis skills with proficiency in Excel (Pivot tables, advanced functions) Data Collection & Stakeholder Collaborationo Ability to connect with variety of Stakeholders, assess operational processes and identify opportunities for workforce optimization o Excellent data‑gathering, documentation, and problem‑solving skillsGeneral: o Strong attention to detail and active monitoring mindseto Background in operations, business analysis, workforce analytics, or operation research is preferred o Familiarity with Power Platform or PowerApps (preferred but not required)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 DescriptionConsults with line of business to evaluate and oversee an organization's operations or technology processes. Develops solutions to optimize process efficiency, reduce processing time, and mitigate risks.Conducts thorough business diagnostics to identify, quantify and prioritize value creation projects. Develops and presents business case to approval committees. Responsible for overseeing implementation deliverables, cost-estimates, cost-benefit analysis, and providing rationale to how process improvement opportunities will assist in accomplishing business objectives more efficiently.Uses broad knowledge to facilitate the redesign of organizational processes. Creates solutions that optimize process quality, efficiency, and cost.May lead efforts to improve the quality and/or minimize process cost. Utilizes data analysis and process modeling to craft appropriate solutions that meet business requirements. Prepares and may present recommendations 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 with all levels of the organization to ensure that introduction of new processes 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 AssessmentsCompetenciesAnalytical Thinking, Consulting, Effective Communications, Flexibility and Adaptability, Influencing, Or