Senior Compliance Program Manager

• Manage and coach a high-performing team performing complaint monitoring, deep-dive assessments, process analysis, issue analysis, and reporting
• Support the UDAAP complaints model by assessing and assigning high-scoring complaints for review and feeding results back for model retraining
• Conduct complaint monitoring, including soliciting deep-dive topics, assigning and overseeing execution, and quarterly reporting
• Support issues management through Customer Financial Issue scoring, thematic analysis, and reporting
• Perform compliance framework activities, including periodic risk assessments and reporting
• Perform independent detective risk management activities, including monitoring and targeted reviews
• Support compliance exams and audits involving UDAP/UDAAP, complaints, and CMS
• Facilitate and manage annual compliance-owned metrics refreshes and Whitepaper updates
• Establish and enhance compliance programs and policies to identify and prevent illegal, unethical, or improper business practices
• Train, monitor, and manage junior staff and remediate issues
• Analyze data to identify compliance risks, recommend resolutions and mitigation, and elevate risks when necessary
• Assess compliance impacts on marketing materials, sales programs, product development, documentation, and other initiatives
• Collaborate with business, legal, audit, and other risk disciplines
• Develop, facilitate, and conduct compliance training programs for junior staff
• Assess existing and emerging risks, evaluate materiality, and present recommendations to senior leadership
• Draft or assess compliance manuals, front-office materials, policies, and procedures for regulatory alignment
• Manage regulatory examinations and inquiries, including interviews and information requests
• Direct the compliance monitoring program and review activities against risk control limits
• Define and communicate compliance program objectives to executive business partners and junior staff
• Independently challenge analyses and formulate recommendations
• Review compliance reports for common themes and widespread trends
• Escalate issues through governance channels and recommend corrective action plans
• Propose revisions and implementation strategies for new or enhanced reports

• University/college degree typically required for roles at this level
• 8+ years of industry experience typically required
• At least 5 years of prior management experience typically required
• Comparable combination of education, job-specific certification(s), and experience, including military service, may be considered in lieu of a degree
• Knowledge of compliance reporting, customer risk, regulatory requirements, risk assessments, and risk control
• Knowledge of anti-money laundering/sanctions policies and procedures, audit and compliance functions, fraud management, and internal controls
• No required certification(s)
• No required license(s)
• Must not require employment visa sponsorship; PNC will not participate in STEM OPT
• Subject to applicable FDIA Section 19 and, for registered roles, SAFE Act and/or FINRA requirements regarding certain criminal histories

Demonstrates expertise in compliance management, risk assessment, and complaint monitoring, with a strong focus on regulatory alignment and team leadership. Capable of developing and implementing compliance programs, conducting training, and analyzing data to mitigate compliance risks.

• Compliance Management
• Risk Assessment
• Complaint Monitoring
• Team Leadership
• Regulatory Alignment

• Compliance Reporting
• Risk Control
• Thematic Analysis
• Data Analysis
• Process Analysis
• Issue Analysis
• Regulatory Requirements
• Anti-Money Laundering Policies
• Fraud Management
• Internal Controls

• Coaching
• Collaboration
• Communication
• Problem-Solving
• Training

• UDAAP
• Customer Financial Issue Scoring
• Compliance Exams
• Risk Management
• Compliance Programs
• Regulatory Examinations
• Governance Channels
• Compliance Manuals
• Whitepaper Updates
• Materiality Evaluation