Human Resource Business Partner Senior-Customer Care Center

PNC Bank NA; Pittsburgh (Allegheny County); 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

Pension and stock purchase plans

Maternity/Parental leave

Up to 11 paid holidays

Job summary

PNC is seeking a Senior HR Business Partner to serve as a strategic advisor to Customer Care Center leaders. You will translate business priorities into workforce and talent strategies, focusing on transformation, capability strategy, and data-driven insights.

The role spans multiple locations including Pittsburgh, Cleveland, Downers Grove, Atlanta, and Birmingham. You will influence organizational design, change readiness, risk management, and succession planning while partnering across HR to

Qualifications

• Strategic workforce planning connects business strategy to future workforce needs.
• Strong business acumen links people, operations, risk, and performance across the enterprise.
• Organizational effectiveness evaluates structures, capabilities, and practices and recommends solutions.
• Data and digital fluency uses workforce insights and AI/tech to reshape work.

Responsibilities

• Serve as strategic HR partner translating priorities into workforce strategies.
• Anticipate impact of AI, automation, and evolving work methods with data insights.
• Advise on organizational design, workforce planning, talent, succession, change and leadership effectiveness.
• Partner to build capabilities and lead people aspects of transformation across HR.
• Identify current and future skill requirements and connect leaders with needed expertise.

Skills

Strategic workforce planning

Business acumen

Organizational effectiveness

Data 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 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.

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

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

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

Education

Bachelors

Certifications

No Required Certification(s)

License(s)

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.

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
• and years of service.

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.

Company Culture

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.