Summary
Overview
Work History
Education
Skills
Affiliations
Board And Volunteer Experience
Timeline
Generic

KIESHA PENALOZA DANIEL

Summary

Dynamic Leader with a proven track record, excelling in strategic planning and cultural transformation. Spearheaded initiatives that enhanced employee retention by 20% and optimized workforce performance. Skilled at cross-functional leadership and change management, driving impactful results utilizing innovative problem resolution strategies combined with performance metrics.

Overview

2026
2026
years of professional experience

Work History

SVP, Service Director - Employee & Client Exp.

PNC
2024 - Current
  • Responsible for developing the Client and Employee Experience Strategy for Bank Operations by incorporating key people and client insights into actionable improvement plans to drive business performance, and enact meaningful change.
  • Established and lead Client Obsession and Problem Resolution Project Teams tasked with establishing leader and employee expectation guides focused on elevating the client and service partner experience.
  • Created and facilitated leader sessions on client obsession for 200+ managers in Operations.
  • Established and launched multiple recognition programs aimed at reinforcing positive client and internal partner practices and behaviors.
  • Led cross-functional teams to develop and implement strategic initiatives.
  • Developed performance metrics to evaluate project success and team effectiveness.
  • Managed stakeholder relationships to align projects with organizational goals.
  • Responsible for all executive communications related to client and employee experience including the creation of client obsession and problem resolution video series highlighting internal partner scenarios to drive a positive cultural shift across the department.

Sr. Vice President Employee Experience Senior Leader, Planning & Strategy Division

PNC Financial Services
Pittsburgh
2023 - 2024
  • Oversee an Employee Experience Communication and Strategy Team to streamline the employee experience in bank operations and foster a collaborative culture.
  • Develop and implement content strategies for the retail bank operations business site to maximize brand visibility.
  • Plan and organize semi-annual town halls and schedule quarterly leader meetings to improve engagement, discuss key initiatives, and resolve potential issues.
  • Responsible for launching a new internal development program to facilitate 2000K+ employees.
  • Conduct ongoing focus groups and learning forums to facilitate continuous employee feedback, strengthen internal communications, and augment employee satisfaction and retention.
  • Lead employee development initiatives to decrease attrition rates by 2% target and increase organizational stability.
  • Strategic oversight of an effort to centralize all communications by establishing an organizational realignment plan for all employees/teams responsible for communication activities and efforts across Retail Bank Operations.
  • Responsible for designing and implementing impactful strategies to strengthen employee relations and improve overall culture.

Sr. Vice President, Operations Group Leader Senior - Bank Operations, Channel Support Division

PNC Financial Services
Pittsburgh
2020 - 2023
  • Created and executed data-informed strategies to elevate operating performance within the Channel Support Division of Bank Operations.
  • Successfully led, developed, and mentored a team of 200+ Operational Managers, Supervisors, Leads, and Analysts while effectively managing a $11.4M departmental budget to ensure compliance with risk and control protocols to exceed departmental goals.
  • Reduced capital and equipment costs by $415K by transitioning functions to digital platforms and processes.
  • Decreased headcount expenses by 5% and saved $250K+ by refining capacity planning processes and introducing a dynamic labor force model with third-party vendor resources.
  • Amplified productivity by 60% by designing an Escalation Model and enhancing the efficiency of customer complaint resolution functions for processing and phone teams.
  • Built a Quality Assurance Team of 16 members that maintained below a 2% front-line error rate in the first year.
  • Optimized end-to-end processes to maintain error rates at a minimal threshold and created a specialized team of eight business analysts to implement Six Sigma methodologies.
  • Collaborated with sourcing, talent acquisition, and project management partners to craft a workforce optimization model and integrate contingent workers to uplift the performance of the labor force.
  • Restructured the document review process to cut down turnaround times from 10 to 2-3 business days, improve service quality, and minimize escalations by 20%.
  • Streamlined operational endeavors and led top-performing teams to exceed performance metrics.

Vice President, Operations Staff Administrator - Retail Production Operations & Central Reconcilement Services Department

PNC Financial Services
Pittsburgh
2019 - 2020
  • Steered complete activities during the Bank Operations Executive's absence while drafting and presenting monthly productivity reports to the leadership team.
  • Provided strategic direction and defined operational controls to set productivity benchmarks, minimize risks, and achieve departmental productivity targets.
  • Partnered with HR to hire and trained 70+ talented employees for the company's hard-to-fill positions to fulfill the staffing requirements of a department of 1.1K employees.
  • Collaborated with operational risk, legal, compliance, and operations leaders to update company-wide policies and certify consistent testing and compliance with departmental and federal regulations.
  • Piloted all facets of employee recruitment, onboarding, and training for the department, while acting as the key point of contact for all administrative, HR, and employee-related activities.
  • Led strategic initiatives aimed at establishing productivity benchmarks, applying robust operational controls, and improving monthly productivity reporting.
  • Attained reconciliation objectives, eliminated redundancies, and lessened overall costs by redesigning quality standards and regulating operational workflows.
  • Transitioned the Central Reconcilement Team's selection process to a group-based format to enhance the interview process and reduce the offer period from 60-120 to 15-30 days.
  • Recommended appropriate changes in job profiles and instigated and rolled out an advanced career tier for accounting analysts to maximize departmental retention and career progression, promoting 25% of staff to senior accounting roles.
  • Drove the overall performance of the organization by partnering with business leaders to enhance their recruiting and retention efforts of top talent.

Vice President, Business Experience Planning & Administration Advisor

PNC Financial Services
Pittsburgh
2018 - 2019
  • Administered PNC's Future of Work initiative to emphasize strategy formation and organizational adaptation while delivering exceptional change management support to HRBP's and line of business leaders throughout the automation stages.
  • Devised HR plans at the enterprise level to evaluate future job roles, pinpoint skill deficiencies, and launch new upskilling and reskilling curriculums.
  • Led job profile workshop to design career profiles of the future including data management, data scientists, and privacy roles.
  • Mapped out and enforced strategic and operational guidelines to address the human and organizational issues in automation, reshape talent management strategies, and satisfy business needs.
  • Pioneered a Workforce Analytics team of 30+ leaders to integrate representatives from all HR domains and craft a synchronized HR solution to boost the efficiency of Future People Strategy with Business Strategy.
  • Raised employee retention by providing professional and career development opportunities.

Vice President, HR Business Partner II

PNC Financial Services
Pittsburgh
2016 - 2018
  • Carried out human capital initiatives to boost synergy across enterprise-wide Cyber, Fraud, Anti-Money Laundering, and Physical Security teams.
  • Outlined HR strategies to optimize HR processes related to the Technology Infrastructure Services Division.
  • Achieved a remarkable 20% growth in employee retention by positioning PNC as an employer of choice and offering market-competitive employee compensation.
  • Created a combined group of 400+ Physical Security, Cybersecurity, Business Continuity, and Fraud entities to eliminate security threats and enable continuous growth.
  • Provided senior-level HR guidance and support to top executives, including the Chief Technology Officer, Chief Security Officer, and Chief Risk Officer by developing customized enterprise-wide HR solutions to mitigate potential risks.
  • Cultivated long-term partnerships with HR Centers of Excellence to build unified HR solutions and facilitate management and employees with value-driven HR services.
  • Nurtured a supportive work environment by implementing diversity, equity, and inclusion initiatives.
  • Championed efforts to grow the HR department and deliver top-notch HR services.

Vice President, HR Business Partner

PNC Financial Services
Pittsburgh
2015 - 2016
  • Architected and integrated human capital strategies with PNC's Bank Operations Division to influence 4K+ employees.
  • Analyzed key metrics and analytics and counseled the Operations Executive and Associate HR Business Partners on formulating strategic HR solutions and mitigating complex issues across multiple departments.
  • Supervised talent management activities, such as talent acquisition, development, and total rewards to surpass defined performance targets.
  • Led overall organizational restructuring and talent optimization functions and rolled out growth strategies to rationalize fraud division and treasury management operations.
  • Amplified the effectiveness of two distinct business lines by coordinating all progressions connected with anti-money laundering (AML) and treasury management units.
  • Oversight of talent management and HR programs to realize departmental goals.

Vice President, Sr. Recruiting Manager

PNC Financial Services
Pittsburgh
2012 - 2015
  • Transitioned from campus recruiting to corporate recruiting and oversaw eight distinct lines of business across 20 states in the Mid-Atlantic, Midwest, and Southern markets.
  • Guided a team of two recruiting managers and 16 recruiters to assess and fulfill diverse business needs.
  • Slashed the time to offer from 30-60 to 5-7 days by initiating a group interview process and streamlining the Customer Care Center's staffing operations.
  • Collaborated with the Workforce Management Team to hire employees based on future projections and minimize the impact of turnover on 2.5K employees of the Care Center.
  • Engaged key business stakeholders and built strong ties with clients within Business Banking to capitalize on cost savings.
  • Managed corporate recruiting functions and led a cross-functional team to achieve operational excellence.

Education

Bachelor of Arts - Communications

Howard University

Certificaton - Compensation Studies Program - Total Rewards, Human Resource Management

Cornell University

Skills

  • Strategic Planning
  • Talent Acquisition & Recruitment
  • Business Development
  • Performance metrics
  • Change management
  • Workforce optimization
  • Problem resolution
  • Cultural transformation
  • Strategic leadership
  • Cross-functional leadership

Affiliations

  • Pennsylvania Human Resource Association (PHRA), Alumni
  • Society for Human Resource Management (SHRM), Alumni
  • Pittsburgh Area Human Resource Professional (PAHRP), Alumni

Board And Volunteer Experience

  • Treasurer & Chair of Finance Committee, TRY, 01/2023, Present
  • Board of Directors, Three Rivers Youth, 01/2021, Present
  • Chair of Board of Directors, Consumer Health Coalition, 01/2020, 12/2020
  • Board of Directors for Beaver County Inclusion, Diversity, & Awareness Council (IDAC), 01/2019, 12/2022
  • Board of Directors for The Consumer Health Coalition (CHC), 01/2016, 12/2019
  • Alumni of PNC's Sr. Executive Women's Leadership Development Program
  • Chair for the Board of PNC's HR Diversity & Inclusion Council, 01/2015, 12/2018
  • Bayer Center for Non-Profit Management Board Works Cohort, 01/2015, 12/2016

Timeline

SVP, Service Director - Employee & Client Exp.

PNC
2024 - Current

Sr. Vice President Employee Experience Senior Leader, Planning & Strategy Division

PNC Financial Services
2023 - 2024

Sr. Vice President, Operations Group Leader Senior - Bank Operations, Channel Support Division

PNC Financial Services
2020 - 2023

Vice President, Operations Staff Administrator - Retail Production Operations & Central Reconcilement Services Department

PNC Financial Services
2019 - 2020

Vice President, Business Experience Planning & Administration Advisor

PNC Financial Services
2018 - 2019

Vice President, HR Business Partner II

PNC Financial Services
2016 - 2018

Vice President, HR Business Partner

PNC Financial Services
2015 - 2016

Vice President, Sr. Recruiting Manager

PNC Financial Services
2012 - 2015

Bachelor of Arts - Communications

Howard University

Certificaton - Compensation Studies Program - Total Rewards, Human Resource Management

Cornell University

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