About this role
Overview:
Provides work leadership over a sub-unit within a division. Performs the most highly specialized duties within the work team, requiring advanced knowledge of the products, regulations and policies pertaining to the work of the sub-unit.
Primary Responsibilities:
- Lead business unit work teams with responsibility for multiple product lines. Monitor and assign workflow.
- Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team.
- Liaise with first line risk and second line of defense personnel with respect to customer issues. Research and resolve complex internal and external customer issues.
- Serve as department lead for special projects impacting the work team.
- Provide reporting to work team leadership and prepare monthly departmental reporting for 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 belonging 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:
Works under minimal supervision. Internal contacts include unit management and other division personnel. External contacts include attorneys, customers, vendors and outside agencies.
Supervisory/ Managerial Responsibilities:
Allocates work as a team leader for a team that consists mainly of jobs graded 8 & 9; may check on completion/quality.
Education and Experience Required:
A combined total of 5 years of higher education and relevant work experience in a call center or bank operations environment, inclusive of 2 years' work leadership experience.
Excellent customer service skills with the ability to use tact and diplomacy.
Strong knowledge of relevant spreadsheet, word processing, and presentation software.
Education and Experience Preferred:
Bachelor's Degree.
Demonstrated work leadership skills.
Excellent oral and written communication skills.
Strong knowledge of departmental systems, documents and procedures.
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 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 AmericaOther facts
About M&T Bank
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.
M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
What you'll do
- This role involves providing work leadership over a sub-unit, performing highly specialized duties, leading business unit work teams across multiple product lines, and monitoring/assigning workflow. Responsibilities also include documenting processes, providing training, researching complex issues, and liaising with risk personnel regarding customer matters.
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