Operations Lead Senior - Centralized Booking

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 Operations Work Lead Senior within PNC's CCLO Centralized Booking organization, you will be based in Kalamazoo, MI, Pittsburgh, PA, Dallas, TX, or Denver, CO.

Work Hours:

May vary depending on time zone. Core coverage window is 7:00 AM – 8:00 PM EST.

• Take full accountability and ownership of assigned workflows, deliverables, and performance outcomes.
• Lead daily work distribution, ensuring tasks are prioritized and completed within established service levels.
• Provide clear, confident communication to team members, leadership, and cross functional partners.
• Make effective, timely decisions using sound judgment and analytical reasoning.
• Support team success with a coaching mindset, offering guidance, feedback, and skill development.
• Collaborate across teams to resolve issues, elevate concerns appropriately, and influence positive outcomes.
• Identify workflow gaps and contribute to continuous process improvement initiatives.
• Maintain adaptability and resilience in response to shifting priorities, deadlines, and business needs.
• Monitor work progress and assist with analytics, reporting, and operational insights as needed.

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

• Oversees operations workflow and assists team with executing complex transactions/processes.
• Monitors and coordinates operations workflow and resolves escalated issues. May process and/or reconcile transactions of moderate to high risk and financial value in accordance with established policies and procedures. Partners internally to identify, resolve, and provide guidance regarding escalations. May interact with external customers and third parties in completing transactions or resolving escalated issues.
• Coaches team members and provides applicable training. Leads team huddles/meetings and/or continuous improvement sessions. Provides input on team member performance and development.
• Provides consultation and advice to internal and external customers. Reviews existing processes and drives improvements/implementation. Updates standard operating procedures. Participates in and serves as subject matter resource for projects.
• Reviews transactions and related documents to verify completeness, accuracy, conformance to established service levels and compliance with applicable policies and procedures. Participates in risk mitigation activities. Verifies completeness and accuracy of 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.

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licenses needed to be successful in this position.

Accountability, Ensure Compliance, People Management, Personal Initiative, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP)

Accuracy and Attention to Detail, Effective…