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PNC Training Lead - Operations Production Support Specialist Senior - Midland in Topeka, Kansas

Job Profile

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 Training Lead - Operations Production Support Specialist Senior within PNC's Midland organization, you will be based within the PNC Midland footprint.

The Training Lead Operations Production Support Specialist Senior at Midland will partner closely with PNC's learning and development subject matter experts to develop and update training programs focused on Commercial Mortgage Loan Servicing, Asset Management and Special Servicing. Content will be curated for our specific business needs, and will evolve and grow along with our business. The successful candidate will partner with managers and subject matter experts throughout Midland, to develop in-depth knowledge about our lines of business. You will constantly be on the lookout for existing gaps in our training curriculum, and be expected to identify ways to bridge them. We seek a dynamic leader for this role, who will motivate people to sit up and listen to what they have to say. The Training Lead needs to get creative and embrace innovative methods such as videos, case studies, live examples and infographics to deliver the point. Apart from being a strong communicator, the successful candidate also needs to practice active listening to make people feel valued and cared for. The role will be responsible for ensuring ongoing proficiency levels are met using best practices and division specific metrics.

Specific responsibilities include:

  • Curating the Midland training and materials for each line of business in the company.

  • Implement material operations training for onboarding new hires as well as recurrent training for existing staff.

  • Maintain a staff capabilities matrix via an organization-wide training needs assessment (skill gap analysis).

  • Identify future training needs and partner to create curriculum to facilitate that training.

  • Identify / mitigate gaps in training material or content to ensure productivity among staff members.

  • Tracking training hours for submission to rating agencies as required.

  • Research, identify and implement training best practices.

  • Review existing processes and propose changes to improve efficiency and operating costs.

  • Travel required for training facilitation support, as needed (approximately 30%).

  • Identification and validation of content expansion and enhancement opportunities to improve compliance and reduce errors.

Job Description

  • Leads critical operational support and/or implementation of services, processes, capabilities or initiatives within an operational unit, and oversees performance and risk indicators.

  • Establishes process performance measurements and oversees business impact. May implement critical business support services. Communicates performance statistics to internal stakeholders and senior management.

  • Promotes the production workflow and oversees escalated process issues. Independently identifies and manages the resolution of exceptions and serves as a point of escalation. May coach operations process managers and team members .

  • Determines and/or drives change and improvement efforts in production and/or processes. May develop and oversee policy change and/or improvement. Ensures understanding, acceptance and support for business support services, methods, capabilities or initiatives through collaboration with executives, business partners and team members.

  • Ensures the business adheres to policies, procedures and regulatory standards. Independently resolves compliance issues and drives risk mitigation activities.

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 Accuracy and Attention to Detail - Understanding of the necessity and value of accuracy and attention to detail; ability to process information with high levels of accuracy.Business Process Design - Knowledge of business process design techniques that encourage a critical, fresh look at key processes and focus on optimizing organizational performance; ability to apply this knowledge appropriately to diverse situations.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.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.Managing Multiple Priorities - Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.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 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 and experience (including military service) may be considered. Education Bachelors

Additional Job Description


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 (https://www.pncbenefits.com/newhire.html) .

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 (https://content.pncmc.com/live/pnc/aboutus/hr/onboarding/pnc_ccpa_privacy_disclosure_employee.pdf) to gain understanding of how PNC may use or disclose your personal information in our hiring practices.