Operations Manager - Borrower Services - Midland

PNC Financial Services Group, Inc. Pittsburgh , PA 15201

Posted 2 months ago

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 an Operations Manager within PNC's Midland organization, you will be based within the PNC Midland footprint.

As an Operations Manager within PNC's Borrower Services team, you will manage a team of developing Loan Administrators. Your primary responsibilities include responding to borrower requests, maintaining borrower information files, monitoring Midland's proprietary website, address incoming funds, collection activities, ACH setup and terminations, late charge waivers, W9 review, and annual statement process.

Job Description

  • Executes operating plan and communicates strategy to operations team. Responsible for one or more functions across one or more sites. Manages supervisors and/or individual contributors.

  • Manages and is responsible for achieving desired business results. Acts as a senior point of escalation and resolves exceptions. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. May interact with customers and/or third parties in completing transactions or resolving escalated issues.

  • Manages all human resources related activities for direct and indirect reports and maintains employee engagement. Provides coaching and development to team members. Leads staff meetings, communicates strategy and translates into tactical operating plans.

  • Provides consultation and advice to service partners and customers. Identifies and influences strategic improvement initiatives and serves as a representative for operations group on projects. Develops and/or approves standard operating procedures as appropriate. Recommends policy improvements.

  • Oversees the control framework for unit(s) of responsibility. Reviews reports to identify exceptions, monitor quality and ensure compliance. Manages and is accountable for risk mitigation and business resiliency activities. Verifies completeness and accuracy of procedures. May review transactions and related documents. 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.

Competencies

Decision Making and Critical Thinking

  • Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.

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.

Internal Resource Coordination

  • Knowledge of the techniques, tools and applications associated with coordination of internal resources; ability to synchronize and integrate activities, responsibilities, and command and control structures to ensure that internal resources are used most efficiently in pursuit of business objectives.

Operational Functions

  • Knowledge of major functional processes and associated operating requirements; ability to apply this knowledge appropriately to diverse situations.

Problem Management Process

  • Knowledge of and ability to bring a reported problem to successful resolution.

Process Management

  • Knowledge of business process improvement tools and techniques and ability to understand, monitor, update, or enhance existing business or work processes.

Standard Operating Procedures

  • Knowledge of and ability to design, implement and evaluate standard operating procedures affecting daily and strategic business operations in order to increase operational efficiency.

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 5+ years of related experience, and at least 2 years of previous supervisory experience is required. In lieu of a degree, a comparable combination of education and experience (including military service) may be considered.

Education

No Degree

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:

The PNC workplace is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the PNC Careers website or submission process, please call 877-968-7762 and select Option 4: Recruiting or contact us via email at pathfinder@pnc.com.

The Human Resources Service Center hours of operation are Monday

  • Friday 9:00 AM to 5:00 PM ET.

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

Refer to the California Consumer Privacy Act Privacy Notice to gain understanding of how PNC may use or disclose your personal information in our hiring practices.

ArrayAs an Operations Manager within PNC's Midland organization, you will be based within the PNC Midland footprint. As an Operations Manager within PNC's Borrower Services team, you will manage a team of developing Loan Administrators. Your primary responsibilities include responding to borrower requests, maintaining borrower information files, monitoring Midland's proprietary website, address incoming funds, collection activities, ACH setup and terminations, late charge waivers, W9 review, and annual statement process. Executes operating plan and communicates strategy to operations team. Responsible for one or more functions across one or more sites. Manages supervisors and/or individual contributors. Manages and is responsible for achieving desired business results. Acts as a senior point of escalation and resolves exceptions. May process and/or reconcile transactions of varying risk and financial value in accordance with established policies and procedures. May interact with customers and/or third parties in completing transactions or resolving escalated issues. Manages all human resources related activities for direct and indirect reports and maintains employee engagement. Provides coaching and development to team members. Leads staff meetings, communicates strategy and translates into tactical operating plans. Provides consultation and advice to service partners and customers. Identifies and influences strategic improvement initiatives and serves as a representative for operations group on projects. Develops and/or approves standard operating procedures as appropriate. Recommends policy improvements. Oversees the control framework for unit(s) of responsibility. Reviews reports to identify exceptions, monitor quality and ensure compliance. Manages and is accountable for risk mitigation and business resiliency activities. Verifies completeness and accuracy of procedures. May review transactions and related documents. Verifies work processes to ensure completeness, accuracy and conformance to established service levels and applicable procedures. 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. Include Intentionally

  • Cultivates diverse teams and inclusive workplaces to expand thinking. 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. strategy, effective communications, standard operating procedures, communication, service, business process improvement, communications, resiliency, managing risk, tactical, strategic business, product knowledge, customer needs, strategic improvement, achieve results, assessing, decision making, operational efficiency, innovation, focused, business, operational functions, consultation, action, manager, coaching and development, resource coordination, policies and procedures, human resources, enterprise risk management framework, ownership, decision-making, problem management, risk mitigation, support, process management, employee engagement, drive, effective communication, process, Project Manager

  • Business Development & Operations, Global Cash Management Project Manager & Assistant Vice President, Accounts Manager & Project Manager Contractor, Vice President & Applications Support Manager, Director of Operations & Accounts Management, Director of Accounts Management & Operations, Information Technology Production Operations Manager & Project Manager, Senior Project Manager Applications Services, Project Manager Assistant Vice President, Vice President

  • Accounts Management

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Operations Manager - Borrower Services - Midland

PNC Financial Services Group, Inc.