Are Operational Inefficiencies Holding Back Innovation at PNC Bank?
Back-office operations in today’s banking landscape are no longer just a cost center—they are a critical lever for speed, resilience and growth. For PNC Bank, the next opportunity lies in reimagining operations end-to-end.
The challenge isn’t technology adoption alone, it’s about ensuring that operations can deliver smarter decisions, faster processes and scalable outcomes. Manual workflows and siloed systems risk slowing innovation, while intelligent automation and AI can unlock new efficiencies and revenue opportunities
To deliver sustainable impact, PNC Bank’s Digital Operations must be:
- Smarter, powered by AI/ML to predict delinquency, automate collections, and guide cross-sell opportunities
- Faster, using automation to streamline workflows, improve resolution times, and lower cost-to-serve.
- Sustainable, balancing efficiency with compliance to deliver long-term operational stability
Driving Intelligent Operations with Measurable Outcomes
Improvement in early-stage resolution
Reduction in cost-to-collect
Increase in cross-sell conversion
Drop in delinquency rates
How We Do It: Intelligent Digital Operations for PNC Bank
The future of banking operations is not just about efficiency—it’s about intelligence at scale. For PNC, this means moving beyond process automation to embedding AI and analytics directly into decisioning, collections, and revenue workflows. Sutherland’s Digital Ops / BPaaS solutions are designed to make this shift real, combining predictive insights, hyper-automation, and AI-powered platforms that turn operations into measurable outcomes.
Retail Lending Operations
Streamline retail lending processes from origination to servicing with scalable BPaaS models and automation.
Sutherland Digital Accelerators:
⦁ Lending BPaaS
⦁ Robility
⦁ Analytics Hub
Outcomes: Faster loan turnaround, reduced processing costs, improved customer satisfaction
Intelligent Digital Collections
Reinvent collections with AI and automation to predict delinquency, optimize cure strategies, and reduce charge-offs.
Sutherland Digital Accelerators:
⦁ Intelligent Collections Platform
⦁ COLLECT.AI
⦁ Predictive Delinquency Analytics
⦁ Robility®
Outcomes: 20% cost-to-collect reduction, 30% early-stage cure improvement, reduced charge-offs
Auto Lending & Dealer Finance Fulfillment
Accelerate underwriting and fulfillment for auto and dealer finance to compete with digital-first challengers.
Sutherland Digital Accelerators:
⦁ Connected Underwriting
⦁ Auto Lending BPaaS
⦁ Decision Analytics
Outcomes: Faster time-to-decision, improved dealer experience, higher loan growth
Predictive Delinquency Analytics
Early detection and intervention using AI-driven analytics, virtual agents, and collections playbooks.
Sutherland Digital Accelerators:
⦁ Data Analytics
Outcomes: Timely insights, better credit risk
Sutherland Digital Accelerators for PNC Bank
PNC is balancing loan growth, credit risk, and operational efficiency while scaling digital-first banking. Achieving this requires proactive operations powered by AI, automation, and analytics.
Sutherland brings BFS-specific expertise and IP:
Predictive cure strategies and AI-enabled orchestration
Digital self-cure assistant for early-stage delinquency
Automation fabric for retail and lending operations
Robility®Advanced risk, delinquency, and performance analytics
Human-centered design for borrower and customer journeys
Sutherland LabsWhy Sutherland
Sutherland helps PNC Bank move beyond tactical automation to create operations that are intelligent, scalable, and revenue-generating. Our Digital Ops / BPaaS approach is designed to unlock:
Revenue Protection
Reduce leakage across collections and revenue operations by embedding analytics and automation.
Smarter Decisioning
Use predictive delinquency analytics to enable faster, more accurate interventions.
Operational Efficiency
Streamline workflows and reduce manual effort, lowering operational costs at scale.
Customer & Portfolio Resilience
Improve recovery rates and retention by aligning operations with data-driven insights.
Scalability & Agility
Design operations that adapt quickly to market changes and regulatory demands
Key Leaders
