**Overview** Leads a team of 10+ employees within the department, focused on providing exceptional service & support to our internal colleagues in areas such as the branch network. Plays a key role in coaching and developing staff in alignment with a Customer-First mindset. This position is the first level of management within the Department. **Primary Responsibilities** + Manage the daily workflow for assigned team to ensure the timely and accurate resolution of incoming calls/chats. Provide coaching to assigned staff to motivate and inspire assigned team to achieve performance results that contribute to the overall success of the department. + Research and resolve problems arising out of inquires, either directly or through subordinate staff. Serves as point of escalation as needed. + Ensure quality of servicing standards are met or exceeded by regularly monitoring real time and recorded calls and chats. Calibrate with department leadership team to ensure consistency of the service experience provided to front line colleagues. + Empower and coach team to collaborate with front line colleagues in driving self-service opportunities to better serve our customers at first point of contact + Maintain broad knowledge of available resources to assist with the assessment and decisioning of inquiries. + Communicate and enforce with team operational and procedural changes to ensure compliance with M&T and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department. + Analyze data, identify trends, set priorities and provide feedback and recommendations to department leadership for process improvements. Ensure service levels are being met or exceeded by assigned team. + Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations. + Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. 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. **Scope of Responsibilities:** Directs the daily workflow of an assigned team of up to 15 employees and exercises supervisory authority over staff responsible for executing a specific component of the work of the team. Works under minimal supervision. Focuses on a customer first approach and coaches team on behaviors and actions that support the same. **Education and Experience Required:** + Bachelor's Degree, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience + Minimum 2 years work experience in a contact center, branch or banking operations environment + Minimum 1 year' supervisory experience or proven leadership ability + Excellent customer service skills leading with empathy. + Excellent verbal and written communication skills + Possesses a customer centric mindset + Experience directly or indirectly influencing, coaching, and empowering others + Strong problem solving skills influenced by curiosity **Education and Experience Preferred:** + Bachelors Degree + Ability to collaborate, influence, motivate, and inspire others + Knowledge of departmental systems and procedures. + Experience in an operations / production department + Bi-lingual + Knowledge of bank systems, policies and procedures. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $60,890.34 - $101,483.90 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. **Location** Williamsville, New York, United States of America M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.