Operations Group Manager Senior

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 Group Manager Senior within PNC's Treasury Management organization, you will be based remotely. Position Summary: Financial Operations (FinOps) and Settlement is an operating leader responsible for the end-to-end financial operations of the bank's merchant services business. This individual owns the operating model from settlement and funding through billing, collections, and revenue assurance. This individual is accountable for the accuracy, timeliness, and control integrity of every financial process within the merchant acquiring lifecycle. The FinOps operating leader ensures that all processing and downstream financial obligations are met, reconciled, and (as applicable) recoverable. The role carries direct accountability for daily operational execution as well as periodic, compliance-driven, and remediation processes across a complex, high-volume payments environment incorporating modern technology and high-levels of automation. Key Responsibilities: Operational Leadership & Execution • Lead the FinOps function across settlement, billing, exception management, collections, and financial control functions • Own daily, monthly, and periodic operational calendars; ensure all processes are executed on schedule and within defined accuracy and quality thresholds, with a focus on automation • Establish and maintain operating procedures, runbooks, and control documentation for all FinOps processes • Serve as the primary escalation point for high-severity financial exceptions, funding discrepancies, or merchant-impacting operational failures Financial Control & Reconciliation • Maintain full reconciliation integrity across the merchant services general ledger, including settlement accounts, clearing accounts, reserve accounts, and fee income accounts • Ensure daily and month-end close activities are completed accurately and on time in coordination with the bank's Finance and Accounting functions • Design and enforce a strong internal control environment, including dual controls, reconciliation sign-offs, and exception aging governance • Partner with Internal Audit and Compliance to support examinations, audits, and regulatory reviews of financial operations Revenue Assurance & Fee Integrity • Own merchant interchange and scheme fee economics; ensure interchange income is accurately captured, pass-through fees are correctly assessed, and network fees are reconciled and disputed where applicable • Identify and remediate billing and revenue leakage across the merchant portfolio, including misconfigured rate plans, unbilled transactions, and under collected fees • Partner with Product and Pricing teams to operationalize fee schedule changes and new billing constructs Risk, Collections & Recoveries • Manage reserve adequacy across the merchant portfolio, coordinating with Credit Risk and Underwriting on reserve policy application and exceptions • Oversee the collections strategy for merchant receivables, including fee arrears, negative balance recovery, and post-termination loss mitigation • Lead damage assessment processes for merchant-related fraud, processing errors, and dispute losses; quantify recoverable amounts and coordinate recovery actions Compliance & Regulatory Operations • Ensure all FinOps processes comply with applicable regulations, card network rules, and bank policy, including IRS 1099-K requirements, BSA/AML transaction monitoring obligations, and state unclaimed property laws • Manage lien and levy processing in strict adherence to legal requirements and internal policy • Maintain audit-ready documentation and evidence packages for all FinOps processes Strategic Contribution & Continuous Improvement • Define and drive the FinOps target operating model, including automation opportunities, system enhancements, and vendor/processor integration improvements • Develop and report on a FinOps scorecard covering operational KPIs, exception aging, funding accuracy, billing quality, and recovery performance • Partner with Product & Platform team on requirements for Technology system implementations, platform migrations, and operational tooling that impacts financial processing • Contribute to the merchant services business strategy by providing data-driven insight on operational cost, risk exposure, and revenue performance Qualifications - Required: • 10+ years of progressive financial operations experience in payments, merchant acquiring, or card issuing, with at least 5 years in a senior management or leadership role • Deep understanding of the merchant acquiring value chain, including settlement flows, interchange economics, scheme fee structures, and the bank-processor operating model • Demonstrated experience owning reconciliation, exception management, and billing operations in a high-volume payments environment • Proven track record managing collections, reserves, and financial risk mitigation in a regulated financial institution • Familiarity with IRS 1099-K reporting requirements, state escheatment laws, and levy/lien processing obligations • Experience operating within a bank regulatory environment, including working with Internal Audit, Compliance, and bank examiners • Strong financial acumen; ability to manage P&L impacts, quantify operational losses, and communicate financial results to senior leadership • Excellent organizational and process management skills; demonstrated ability to run multi-track operational calendars without errors or missed deadlines • Experience leading and developing high-performing operations teams Preferred • Experience at a bank-owned merchant acquirer or bank-sponsored merchant acquirer with a third-party processor relationship • Familiarity with card network rules (Visa, Mastercard) as they apply to settlement, scheme fees, and dispute processing • Experience with enterprise financial systems (core banking platforms, GL systems) and payments-specific reconciliation or billing platforms • Background in treasury operations, bank operations, or bank financial control functions • Six Sigma, Lean, or equivalent process improvement certification or demonstrated application • Bachelor's degree in Finance, Accounting, Business, or related field; MBA or CPA a plus 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. Job Description Determines the overall operations strategy for function or business and sets operating standards in collaboration with the business. Oversees execution of support and service and leads staff to achieve excellence. Oversees the development of relevant key performance and risk indicators. Oversees the execution of business and functional strategies and initiatives to achieve desired service and budgetary results within the risk appetite. Drives improvements in capabilities, controls and performance while connecting strategies and initiatives to business outcomes to drive desired client experience. Develops and maintains relationships with internal and external partners and creates an environment in which products and/or processes are designed/re-designed and/or managed to ensure customer satisfaction. Establishes and ensures compliance with internal policies and procedures. Recommends and influences policy and procedure changes to meet business objectives. Ensures policy and procedures changes are communicated appropriately to deliver a superior employee and customer experience. Manages highest level escalations. Manages, aligns and oversees the development of the operations team, which may include managers, supervisors and individual contributors. Develops future leaders, including managers and supervisors. 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. Qualifications Successful 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 Skills Accountability, Customer Solutions, Ensure Compliance, Personal Initiative, Process Improvements, Results-Oriented, Risk Mitigation Strategies, Standard Operating Procedure (SOP) Competencies Budgeting, Decision Making and Critical Thinking, Effective Communications, Industry Knowledge, Internal Resource Coordination, Operational Functions, Operational Risk, Process Management, Standard Operating Procedures, Strategic Thinking Work Experience Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered. Education Bachelors Certifications No Required Certification(s) Licenses No Required License(s) Pay Transparency Base Salary: $123,200.00 – $274,560.00 Salaries may vary based on geographic location, market data and on individual skills, experience, and education. This role is incentive eligible with the payment based upon company, business and/or individual performance. Application Window Generally, this opening is expected to be posted for two business days from 06/10/2026, although it may be longer with business discretion. Benefits PNC offers 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; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives. In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service. To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com. Disability Accommodations Statement If an accommodation is required to participate in the application process, please contact us via email at View email address on click.appcast.io. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call View phone number on click.appcast.io and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions. 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. This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history. 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. For nearly 160 years, PNC has strived to make a meaningful impact for our employees, customers, communities, and shareholders. We believe our success and positive reputation are built on open and honest dialogue, an unwavering focus on smart risk management, relationship-based customer service and community investments. Our inclusive workplace allows our employees to be heard, valued, and developed to do their best work. Being a great place to work means we are making a lasting difference for everyone we serve. Check out the top reasons to join PNC. PNC’s total rewards package includes things like time off, benefits, learning and career development, wellness programs, recognition and much more. The benefits and programs highlighted below are just a sampling of what PNC offers its employees. To learn more, visit our Total Rewards page. 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