**Overview:** Guides workflow, manages exceptions, assists in process improvement and related projects within Retail Servicing. **Primary Responsibilities:** + Monitor work flow and serve as liaison between assigned Retail Servicing unit and management. + Provide training and coaching to assigned Retail Servicing team on daily work functions and approve work of assigned team. Assist with onboarding new hires. + Assist with production work on an as needed basis. + Complete daily production reporting for assigned Retail Servicing team. + Maintain currency of team procedures; complete quality assurance control reviews of team activities to ensure adherence to these procedures. + Participate in special projects as assigned. + Manage and provide guidance on exceptions occurring within the team. + Identify opportunities and assist with implementation of approved process improvement efforts for assigned team. + Reconcile the general ledger as required by assigned area. + Approve daily team productivity reports, ensuring they accurately reflect team activity. + Research and resolve routine internal and external customer issues and escalations within assigned area. + Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management. + Promote an environment that supports diversity and reflects the M&T Bank brand. + Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. + Complete other related duties as assigned. **Education and Experience Required:** Minimum of 4 years’ higher education and/or work experience Work leadership experience Strong customer service skills Knowledge of relevant spreadsheet, word processing and presentation software as required within assigned team. **Education and Experience Preferred:** Proven verbal and written communication skills Knowledge of systems, documents and procedures in assigned area M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. **Location** Buffalo, New York, United States of America M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.