Overview:

Manages assigned team within a functional area of Retail Servicing.  Manages approximately 10 FTEs (or with fewer employees if covering diverse disciplines and/or complex functions).

Primary Responsibilities:

• Oversee the daily activities of a unit within Retail Servicing to meet the objectives of the assigned department.  Serve as subject matter expert and lead and/or represent work group on Department and Bank-wide projects, as needed.
• Direct and monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.
• Provide leadership, guidance, feedback and training to staff.
• Compile month-end data for unit activities for distribution to and decision-making by management. 
• Provide input to tactical planning and short-term initiatives as needed.
• Evaluate unit processes, procedures and policies routinely to increase operational efficiency of unit managed.
• Maintain established service levels within assigned unit and address escalations to meet defined business expectations.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• 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.

Scope of Responsibilities:

The position has full manager responsibilities in directing day-to-day activities for a unit within a Department of Banking Services.  Depending on the unit managed, the position may require unique technical expertise due to the medium complexity, size and/or breadth of functions.  The position acts largely independently in managing unit activities and their associated risk exposure.

Education and Experience Required:

A combined minimum of 6 years’ higher education and relevant work experience, inclusive of a minimum of 1 years' work leadership and/or supervisory experience

Excellent customer service skills

Prior experience using tact and diplomacy

Strong knowledge of relevant spreadsheet, word processing, and presentation software as required within unit managed

Education and Experience Preferred:

Bachelor's degree

Call center and/or financial services operations experience

Excellent verbal 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 $60,890.34 - $101,483.90 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Millsboro, Delaware, United States of America