Human Resource Business Partner Senior-Customer Care Center

PNC Financial Services Group; Cleveland (OH); On-site; USD 50,000 - 229,000; Full time

Benefits offered by this job

Medical/prescription coverage

Dental and vision options

401(k) with PNC match

Job summary

PNC Financial Services Group seeks an experienced HR Business Partner Senior to act as a strategic advisor to Customer Care Center leaders and translate business strategy into workforce and talent solutions. The role emphasizes workforce transformation, capability strategy, organizational effectiveness, change readiness, data-driven insights, and risk management.

The successful candidate will influence across a complex organization and partner with HR to drive future-ready capabilities,

Qualifications

• Requires ability to translate business strategy into workforce and talent solutions.
• Experience partnering with senior leaders on organizational design and change.
• Strong data-driven approach to workforce insights and risk management.

Responsibilities

• Serve as a strategic HR partner to Customer Care Center leaders, translating priorities into workforce and talent strategies.
• Anticipate AI, automation, and evolving ways of working, using data to identify needs and risks.
• Advise leaders on organizational design, workforce planning, talent, succession, change, and leadership effectiveness.
• Partner across HR to build capabilities and drive transformation initiatives.
• Identify current and future skill requirements and develop cross-HR solutions.

Skills

Strategic workforce planning

Business acumen

Organizational effectiveness

Data and digital fluency

Change management

Talent leadership

Executive influence

Education

Bachelor's degree

Job description

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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position].

Job Profile

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 an Human Resource Business Partner Senior within PNC's Human Resource organization, you will be based in Pittsburgh, PA; Cleveland, OH; Downers Grove, IL; Atlanta, GA or Birmingham, AL.

We are seeking a HR Business Partner Senior who will serve as a strategic advisor to Customer Care Center leaders and help translate business strategy into forward-looking workforce and talent solutions. This role will have a strong focus on workforce transformation, talent and capability strategy, organizational effectiveness, change readiness, data-driven workforce insights, and risk management. The successful candidate will bring strong business acumen, curiosity, sound judgment, and the ability to influence across a complex organization.

What You’ll Do

• Serve as a strategic HR partner to Customer Care Center leaders, translating business priorities and transformation into workforce and talent strategies.
• Anticipate the impact of AI, automation, and evolving ways of working, using data and workforce insights to identify needs, opportunities, employee and manager readiness and identify risks.
• Advise leaders on organizational design, workforce planning, talent, succession, change, and leadership effectiveness.
• Partner across HR to build future capabilities, lead people-related aspects of transformation, mitigate organizational and talent risks, and drive consistent, innovative solutions that prepare the workforce for the future.
• Strengthen organizational capabilities by identifying current and future skill requirements and partnering across HR to develop solutions. Build strong partnerships across the HR ecosystem to connect leaders with the right expertise and solutions.

Required Skills

• Strategic workforce planning: Connect business strategy to future workforce and capability needs.
• Business acumen and enterprise mindset: Understand how people, operations, customer outcomes, risk, and performance connect across the enterprise.
• Organizational effectiveness: Ability to evaluate organizational structures, capabilities, talent, and operating practices and recommend solutions.
• Data and digital fluency: Use workforce insights and understand how AI, automation, and technology are reshaping work.
• Change and organizational effectiveness: Lead through transformation and advise on organizational structure, capabilities, and talent.
• Talent leadership: Strength in succession, assessment, development, and performance.
• Executive influence and risk management: Advise and challenge senior leaders with sound judgment while identifying and mitigating workforce and organizational risks.

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Manages the day-to-day activities and strategic support of all aspects of personnel management for a department or a major business unit.
• Leading the department in establishing goals and objectives that align with the overall business direction.
• Advising managers on all aspects of HR and monitoring career management programs and employee relations counseling.
• Working with senior staff to set priorities and direction of HR initiatives.
• Ensuring effective communication of issues, operating plans and responsibilities among location personnel, management and the corporate office to facilitate efficient and effective execution of HR programs.

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.

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

Business Decisions, Employee Counseling, Employee Engagement, Employee Relations, Human Resources (HR), Human Resources Operations, People Management, Stakeholder Management, Talent Development, Talent Management

Competencies

Business Acumen, Compensation Management, HR Planning And Development, Human Resources Consulting, Human Resources Policies, Strategies And Environment, Influencing, Partnering for Clients' Success, Staffing And Recruiting

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. Specific certifications are often 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)

Language Assessments

No Required or Preferred Language Assessments

Pay Transparency

Base Salary: $50,000.00 - $228,800.00

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 11/03/2026, although it may be longer with business discretion.

Benefits

• 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

• 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
• 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 [e-mail]. 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 877-968-7762 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.