**Overview:** This position directs the daily workflow of the System Updates Team within Loss Mitigation Department with between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing the closing process. **Primary Responsibilities:** + Supervise and coordinate daily workflow of the System Updates Team to ensure loans are closed timely and in accordance with Investor and Regulatory guidelines + Resolve complex problems arising out of customer account management, either directly or through subordinate staff + Provide leadership, guidance, feedback and training to staff + Communicate and enforce 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 + Participate in or facilitate process innovation and special projects as assigned by division management + 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 + Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations **Scope of Responsibilities:** Works under minimal supervision. Must use independent judgment and discretion in the day-to-day supervision of the assigned unit. **Supervisory/Managerial Responsibilities:** Supervisory/leadership of people in all work activities. **Education and Experience Required:** + A combined total of 5 years of higher education and/or relevant work experience in a call center or bank operations environment + At least 2 years' work leadership experience **Education and Experience Preferred:** + Basic understanding/familiarity with accounting practices + Experience and comfortability working with Microsoft Excel + Experience working with queue/pipeline/case management related work + Excellent customer service skills with the ability to use tact and diplomacy + Strong knowledge of relevant spreadsheet, word processing, and presentation software + Bachelor's Degree + Demonstrated work leadership skills + Excellent oral and written communication skills **Required Availability:** This is a Monday-Friday position with flexible start times (currently, the majority of the Team works 7:00am-3:30pm or 8:00am-4:30pm). **Work Location/Working Model:** This is a hybrid position requiring two days in-office per week (Tuesdays & Thursdays). Eligible candidates must live within commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.76 - $41.27 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. **Location** Getzville, New York, United States of America M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.