Leads a team of approximately 10 FTEs supporting the CIP Servicing & ShareIT teams within the Deposit & Payment Services COE.
Primary Responsibilities:Coaches and develops people to build critical capabilities in support of business objectives by positively motivating and energizing the team to act. Connects their team's actions and priorities to the bank's strategy and purpose.Manages the daily activities of the team to make informed decisions to allocate resources effectively and fosters agile ways of working among team to increase performance. Encourages new ideas and helps the team adapt to change resulting in increased operational efficiency and contributes to the ease of doing business for our customers.Fosters inclusion and works collaboratively with other teams as the lead subject matter expert representing the team on divisional and bank-wide projects, as needed. Adapts approaches to build support from key stakeholders.Direct and monitor activities of the team to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.Maintain established service levels within assigned unit, identify opportunities to reduce, and address escalations to meet defined business expectations.Perform customary reporting such as volume/expense plans and forecasts along with KPI/KRIs to inform management about the performance of the teamExercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.Promote an environment that supports diversity and reflects the M&T Bank brandComplete other related duties as assigned.Scope of Responsibilities:The position has full manager responsibilities in directing day-to-day activities for a unit within a Department of Banking Services. Depending on the unit managed, the position may require unique technical expertise due to the additional complexity, size and/or breadth of functions. The position acts largely independently in managing unit activities and their associated risk exposure.
Education and Experience Required:A combined minimum of 7 years’ higher education and relevant work experience, inclusive of a minimum of 2 years' work leadership and/or supervisory experience
Excellent customer service skills
Prior experience using tact and diplomacy
Strong knowledge of relevant spreadsheet, word processing, and presentation software as required within unit managed
Education and Experience Preferred:Bachelor's degree
Call center and/or financial services operations experience
Excellent verbal and written communication skills
Strong knowledge of departmental systems, documents and procedures
Proven experience to motivate team and handle conflict without alienating others
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $71,985.72 - $119,976.20 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationAmherst, New York, United States of America