Overview:

Guides workflow, manages exceptions, assists in process improvement and related projects within Deposit & Payment Services. .

Primary Responsibilities:

• Monitor workflow and serve as liaison between Document Imaging Teams and management.
• Assist in managing the relationship between onshore team and both internal business partners and outside vendors including offshore partners
• Provide training and coaching to both onshore and offshore teams on daily work functions and approve work of assigned team.  Assist with onboarding new hires.
• Assist with production work on an as needed basis.
• Complete daily production reporting and SLA Monitoring for assigned Deposit & Payment Services team.
• Maintain currency of team procedures; complete quality assurance control reviews of team activities to ensure adherence to these procedures.
• Participate in and help facilitate special projects as assigned.
• Manage and provide guidance on exceptions occurring within the team.
• Identify opportunities and assist with implementation of approved process improvement efforts for assigned team.
• Approve daily team productivity reports, ensuring they accurately reflect team activity.
• Research and resolve routine internal and external customer issues and escalations within assigned area. This includes but is not limited to monitoring team email box, phone calls and exception queues.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  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.

Education and Experience Required:

Minimum of 4 years’ higher education and/or work experience

Work leadership experience

Strong customer service skills

Knowledge of relevant spreadsheet, word processing and presentation software as required within assigned team.

Education and Experience Preferred:

Proven verbal and written communication skills

Experience working with an Offshore Vendor

Knowledge of systems (Kofax Total Agility, Banking Services Portal, FileNet), documents and procedures in assigned area

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M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Amherst, New York, United States of America