About this role
Overview:
This position is the first level of management within a division. Directs the daily workflow of an assigned unit of 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 a specific component of the work of the unit.
Primary Responsibilities:
- Supervise and coordinate daily workflow to meet the objectives of the assigned department.
- 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 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.
- 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, 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.
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 first-level management position directs the daily workflow for a unit of 10-15 employees, exercising supervisory authority over staff executing specific unit functions. Primary duties include supervising workflow to meet department objectives and resolving complex customer account management issues.
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