Operations Manager II - Agency Servicing

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 Manager II within PNC’s Commercial Lending Operations organization, you will be based in Pittsburgh, PA;
Cleveland, OH;
Denver, CO;
Dallas, TX;
Houston, TX; or Kalamazoo, MI.

• Manage and develop a team of front line commercial lending operations employees.
• Oversee daily processing, administration, and servicing of a diverse commercial lending portfolio, including:
  • Participant/Participation transactions
  • Agented/syndicated loans
  • Direct deals
• Ensure accuracy and timeliness of loan settlements, cash flows, rate changes, fee processing, and lifecycle servicing activities.
• Interpret and apply loan documentation, credit agreements, amendments, and notices.
• Monitor operational performance metrics and implement process improvements.
• Partner with internal groups such as credit, portfolio management, compliance, and risk to support operational excellence.
• Ensure adherence to internal controls, audit requirements, and regulatory guidelines.
• Resolve complex loan servicing issues and escalations.

• Commercial lending experience, preferably within a large financial institution or commercial loan operations environment.
• ACBS system knowledge and experience (required).
• Proven management and supervisory skills, including coaching, workflow oversight, and performance management.
• Strong understanding of commercial loan structures, loan servicing processes, and operational workflows.
• Excellent analytical, communication, and problem‑solving skills.
• Proficiency with Microsoft Office and loan servicing platforms.

• Experience with syndicated loan administration or agent bank responsibilities.
• Background in process improvement or operational workflow redesign.
• Knowledge of additional loan servicing systems (e.g., LoanIQ, FIS platforms).

• Participates in the development of the operations strategy. Executes operating plan and communicates strategy to operations team. Responsible for two or more functions across one or more sites, or may manage a complex product, function or location. Manages managers, supervisors and/or individual contributors. May participate in industry forums.
• Manages and is responsible for achieving desired business results. Acts as a senior point of escalation and resolves exceptions related to complex processes and/or product support. Reviews and provides oversight on end to end processes of varying risk and financial value. Interacts with customers and/or third parties to drive business results and resolve escalated issues.
• Provides coaching and development to team members, supervisors and/or managers. Leads staff meetings, communicates the strategic direction 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 or a project sponsor for operations group on projects. Develops, reviews and/or approves standard operating procedures as appropriate. Recommends and/or drives policy improvements.
• Oversees and/or owns the control framework for unit(s) of responsibility. Reviews transactions, reports, and/or key risk indicators to identify exceptions, monitor quality and ensure effective quality risk management. Manages and is accountable for risk mitigation and business resiliency activities and/or strategies.

• 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…