• Job Description

  Req#: R60520

  Overview:

  Responsible for providing the strategic direction and management of the planning, development and implementation of various projects and initiatives in support of department or division. Typically will manage the most complex, critical and highly visible projects at both the division and/or bank-wide level.

  Primary Responsibilities:

  • Manage customer advocacy complaints program that is intended to drive a better customer and employee experience while mitigating risk.

  • Manage the development and production of high-complexity departmental reports and spreadsheets to include but not limited to project or product strategy analysis, historical reporting, work flow analysis, and financial analysis.

  • Develop routines within the program to assess the quality of complaints.

  • Develop routines to reduce the resolution times of complaints across the enterprise.

  • Perform complex analysis and judgment based work over a standard discipline or a range of disciplines to support business decisions.

  • Perform highly complex data review, research, and/or reconciliation. Interpret results and present findings to influence strategic decisions within the department or division.

  • Demonstrate a thorough and expert understanding of the business and its functions, processes and operations. Keep abreast of business and market trends that may affect the business/department.

  • Take a lead role in setting policy or developing and overseeing the implementation of procedures or controls related to compliance requirements within the overall business processes.

  • Take a lead role in supporting departmental audits including user recerts, compliance testing.

  • Manage and facilitate the planning, testing, and implementation of new projects, systems, products and regulatory changes impacting the department.

  • Act as lead for departmental system support, coordinating with internal business partners, vendors and technology to address issues for the department. Functional system expertise through Division up to the Bank.

  • Provides coaching, direction and leadership to team members in order to achieve business results.

  • 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.

  • Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

  • Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.

  • 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.

  Managerial Responsibilities:

  Could manage a small team of direct reports

  Experience and Education Required:

  • Bachelor's degree, or equivalent work experience

  • 5 or more years related business line experience

  • 1 or more years leadership/supervisory experience

  Preferred Skills/Experience:

  • MBA

  • Experience with Complaints

  • Experience managing customer programs, or other CX (customer experience) related roles

  Location/Working Model/Travel:

  • Ideally, this will be a hybrid position that includes time spent working in-office at an M&T Bank office location, preferably in the Buffalo, NY, New York, NY, Boston, MA, Bridgeport, CT, Baltimore, MD, or Wilmington, DE areas.

  • Depending upon the location of the final candidate and the needs of the team the position might be hybrid or possibly remote within the M&T Bank footprint (CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA or DC), with travel required as referenced below.

  Anticipated Travel Requirements:

  Employees in this position should be prepared to travel at least once per month. Travel may occur more or less often than this and is based upon the needs of the business.

  M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $85,104.04 - $141,840.07 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

  Location

  Buffalo, New York, United States of America

• About the company

  M&T Bank Corporation is an American bank holding company headquartered in Buffalo, New York.

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