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.

Location