Responsible for managing a department through supervisors or managers. Manages 30+ FTEs with 2 or more manager-level direct reports (or with fewer employees and no supervisor- or manager-level direct reports if covering diverse disciplines and/or complex functions). Drives strategy of the assigned department and contributes to strategy of the assigned area.
Primary Responsibilities:- Oversee the daily activities and ongoing strategic planning of a department within a division, ensuring quality standards are maintained in accordance with M&T and division policy and that all activities of the unit are performed in compliance with applicable law and regulation, and where relevant, investor guidelines.
- Resolve disputed transactions in a timely and cost-effective manner. Negotiate effectively on customer calls. Serve as last line of management on escalated customer matters.
- Oversee compilation of month-end data for distribution to and decision-making by senior management. Understand variance drivers and address overages promptly.
- Interact routinely with senior management of the division to discuss and set business objectives for the assigned unit and team.
- Lead portfolio acquisition activities, driving completion of all tasks in a timely and compliant manner.
- Evaluate unit processes, procedures and policies routinely and approve changes to increase operational efficiency of units managed, maximize resources and minimize expenditures.
- Analyze collection data in assessing unit performance and opportunities for improvement. Escalate potential risks to senior 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.
Manages workflow with a significant amount of complexity and risk exposure and acts independently.
External contacts include customers, vendors, outside agencies and attorneys.
Has charge off authority within established authority levels.
This position has occasional interaction with executive management.
Supervisory/ Managerial Responsibilities:Manages through subordinate managers.
Education and Experience Required:A combined total of 10 years of higher education and relevant work experience in call center or bank operations environment, inclusive of 2 years' managerial experience.
Excellent customer service skills with the ability to use tact and diplomacy.
Strong knowledge of relevant spreadsheet, word processing, and presentation software.
Master's degree.
Excellent oral and written communication skills.
Strong knowledge of departmental systems, documents and procedures.
Proven ability to motivate team and handle conflict without alienating others.
Skills Required
- Combined total of 10 years of higher education and relevant work experience in a call center or bank operations environment
- At least 2 years of managerial experience
- Excellent customer service skills with tact and diplomacy
- Strong knowledge of relevant spreadsheet, word processing, and presentation software
- Master's degree
- Excellent oral and written communication skills
- Strong knowledge of departmental systems, documents, and procedures
- Proven ability to motivate teams and handle conflict without alienating others
M&T Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about M&T Bank and has not been reviewed or approved by M&T Bank.
-
Retirement Support — Retirement benefits are positioned as a strong pillar, including a 401(k) match and the possibility of an additional employer contribution, plus access to an employee stock purchase plan.
-
Leave & Time Off Breadth — Time-off offerings are framed as competitive, with a flexible PTO approach and paid volunteer time called out as a meaningful add-on to standard leave.
-
Wellbeing & Lifestyle Benefits — Wellbeing support appears comparatively robust, highlighted by mental-health therapy/coaching sessions and broader wellness programming alongside community-oriented perks.
M&T Bank Insights
What We Do
M&T Bank is a multi-state community-focused bank serving New York, Maryland, New Jersey, Pennsylvania, Delaware, Connecticut, Virginia, West Virginia and Washington, D.C. Founded in 1856, the company provides banking, investment, insurance and mortgage financial services to more than 3.6 million consumer, business and government clients.
