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Pnc Financial Services Group Hr

To build a diverse, engaged workforce that creates exceptional financial solutions by delivering outstanding customer experiences

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To build a diverse, engaged workforce that creates exceptional financial solutions by delivering outstanding customer experiences

Strengths

  • TALENT: Robust talent acquisition system with 92% retention rate
  • CULTURE: Strong values-driven culture supporting 71% engagement
  • DEVELOPMENT: Comprehensive learning programs across all levels
  • BENEFITS: Competitive compensation and benefits driving loyalty
  • TECHNOLOGY: Advanced HRIS systems supporting 80K+ employees

Weaknesses

  • DIVERSITY: Underrepresentation in leadership (26% vs 38% target)
  • AGILITY: Slow hiring processes averaging 45+ days to fill roles
  • ANALYTICS: Limited workforce analytics capabilities and insights
  • SUCCESSION: Insufficient bench strength for critical positions
  • DIGITAL: Outdated employee experience platforms needing upgrade

Opportunities

  • HYBRID: Expand flexible work models to attract broader talent
  • UPSKILLING: Develop digital and financial expertise capabilities
  • RETENTION: Address 18% turnover in critical customer-facing roles
  • AUTOMATION: Streamline 35% of administrative HR processes
  • EXPANSION: Support planned 12% workforce growth in key markets

Threats

  • COMPETITION: Fintech firms offering 15% higher compensation
  • BURNOUT: Rising employee stress levels affecting productivity
  • REGULATIONS: Increasing compliance demands creating overhead
  • EXPECTATIONS: Evolving employee expectations for meaningful work
  • DEMOGRAPHICS: Aging workforce with 22% eligible for retirement

Key Priorities

  • TALENT: Accelerate diversity hiring and leadership development
  • EXPERIENCE: Modernize digital employee experience platforms
  • ANALYTICS: Implement advanced workforce analytics capabilities
  • AGILITY: Streamline talent acquisition and HR service delivery
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To build a diverse, engaged workforce that creates exceptional financial solutions by delivering outstanding customer experiences

TALENT EXCELLENCE

Build diverse, high-performing teams across the bank

  • DIVERSITY: Increase leadership diversity to 35% (from 26%) with focus on VP+ roles by Q4 2025
  • ACQUISITION: Reduce time-to-hire from 45 to 28 days by implementing AI-powered recruitment system
  • DEVELOPMENT: Launch digital banking skills academy with 85% completion rate across targeted roles
  • SUCCESSION: Develop succession plans with 2+ ready candidates for 90% of critical leadership positions
DIGITAL EXPERIENCE

Revolutionize how employees engage with HR services

  • PLATFORM: Deploy new employee experience platform with 90% adoption rate by end of Q3 2025
  • AUTOMATION: Implement AI chatbots to handle 60% of tier-1 HR inquiries, improving resolution time by 40%
  • SELF-SERVICE: Increase mobile-first HR transaction completion rate from 45% to 80% across all processes
  • SATISFACTION: Achieve 85% employee satisfaction score with new digital HR services (from 68%)
DATA MASTERY

Drive decisions with powerful people analytics

  • DASHBOARD: Launch comprehensive workforce analytics dashboard for all people managers by Q2 2025
  • PREDICTION: Implement turnover prediction model achieving 80% accuracy for critical roles and teams
  • INSIGHTS: Deliver monthly business-aligned workforce insights to executive team driving 3+ key decisions
  • CAPABILITY: Upskill 100% of HR business partners on data analytics with certification by end of Q3
AGILE HR

Create responsive, efficient HR service delivery

  • EFFICIENCY: Reduce HR administrative costs by 20% through process automation and AI implementation
  • STRUCTURE: Reorganize HR operating model to reduce service delivery layers from 4 to 2 by Q3 2025
  • RESPONSIVENESS: Decrease time to resolve Tier 2-3 employee issues from average 5 days to <48 hours
  • INNOVATION: Launch HR innovation lab delivering 3 pilot programs addressing key business challenges
METRICS
  • ENGAGEMENT: Improve employee engagement score from 75% to 85% by end of 2025
  • RETENTION: Maintain top performer retention rate of 92% or higher across all business units
  • EFFICIENCY: Reduce HR cost-to-serve from $2,450 to $1,950 per employee through automation
VALUES
  • Customer Focus - Delivering exceptional, relationship-based service
  • Diversity & Inclusion - Embracing diverse perspectives and backgrounds
  • Integrity - Doing what's right for all stakeholders
  • Performance Excellence - Driving measurable results through accountability
  • Teamwork - Collaborating across boundaries to achieve common goals
Pnc Financial Services Group logo
Align the learnings

Pnc Financial Services Group Hr Retrospective

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To build a diverse, engaged workforce that creates exceptional financial solutions by delivering outstanding customer experiences

What Went Well

  • RETENTION: Improved top performer retention from 85% to 92% YoY
  • CULTURE: Increased employee engagement scores by 7 points to 71%
  • DIVERSITY: Achieved 38% gender diversity in mid-management roles
  • DEVELOPMENT: Launched leadership academy with 94% completion rate
  • BENEFITS: Enhanced wellness program driving 18% reduction in absences

Not So Well

  • ACQUISITION: Hiring timelines extended to 45 days vs 30-day target
  • TECHNOLOGY: HR systems integration delayed by 3 months past deadline
  • ANALYTICS: Failed to deliver planned workforce analytics dashboard
  • COST: HR operating expenses exceeded budget by 12% due to consulting
  • COMPLIANCE: Three compliance issues requiring remediation activities

Learnings

  • DIGITAL: Digital-first employee experience is critical competitive edge
  • AGILITY: Traditional HR processes too slow for current market demands
  • ANALYTICS: Data-driven decisions require stronger analytical capability
  • AUTOMATION: Manual processes creating bottlenecks in service delivery
  • STRATEGY: Need stronger alignment between HR and business objectives

Action Items

  • TALENT: Implement AI-powered recruitment system to reduce hiring time
  • EXPERIENCE: Launch modern employee experience platform by Q3 2025
  • ANALYTICS: Build predictive analytics capability for workforce planning
  • DEVELOPMENT: Create targeted upskilling programs for digital banking
  • AUTOMATION: Automate 35% of routine HR processes by end of year
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To build a diverse, engaged workforce that creates exceptional financial solutions by delivering outstanding customer experiences

Strengths

  • FOUNDATION: Established AI governance framework for HR processes
  • ADOPTION: 65% of recruiters utilizing AI screening tools
  • LEADERSHIP: Executive buy-in for AI-driven people initiatives
  • INFRASTRUCTURE: Cloud-based systems supporting AI integration
  • DATA: Rich employee and performance data repositories

Weaknesses

  • SKILLS: Limited AI expertise within HR team (12% proficiency)
  • INTEGRATION: Fragmented AI solutions across HR functions
  • TRUST: Employee skepticism about AI in performance management
  • RESOURCES: Insufficient dedicated budget for AI initiatives
  • LEGACY: Outdated systems impeding advanced AI implementation

Opportunities

  • PERSONALIZATION: AI-driven individualized development paths
  • EFFICIENCY: Automate 45% of routine HR administrative tasks
  • INSIGHTS: Predictive analytics for turnover and engagement
  • EXPERIENCE: AI chatbots for 24/7 employee service support
  • INNOVATION: Leadership in AI-driven financial sector HR

Threats

  • ETHICS: Potential bias in AI-powered talent decisions
  • PRIVACY: Growing concerns about employee data protection
  • ADOPTION: Resistance to AI-driven workplace changes
  • COMPETITION: Fintech rivals deploying superior AI HR systems
  • REGULATION: Emerging compliance requirements for AI in HR

Key Priorities

  • CAPABILITY: Build AI expertise through training and hiring
  • EXPERIENCE: Deploy AI-powered employee service platforms
  • ANALYTICS: Implement predictive workforce analytics solutions
  • GOVERNANCE: Strengthen ethical AI framework for HR functions