Director, SVP (Enterprise Operations Change Management)

Position Overview:

The Director, SVP of Enterprise Operations Change Management leads the change management capability within Enterprise Operations Enablement. This role is responsible for helping Enterprise Operations successfully adopt and sustain operational, technology, regulatory, and strategic transformation initiatives by ensuring employees, leaders, and teams are prepared for change.

Reporting to the Head of Strategic Disciplines & Capabilities, this leader will oversee a team of change management professionals and provide enterprise operations focused guidance, planning, and execution support across a portfolio of initiatives. The role partners closely with executive sponsors, program leaders, business leaders, Human Resources, Communications, Learning & Development, and the Enterprise Change Management Office (ECMO) to drive organizational readiness, stakeholder engagement, employee adoption, and realization of business outcomes.

The Director will apply and champion M&T's enterprise change management methodologies, standards, frameworks, and tools while ensuring they are effectively embedded across Enterprise Operations initiatives. Success in this role will be measured by adoption outcomes, organizational readiness, leadership engagement, and the sustained effectiveness of change initiatives across Enterprise Operations.

About Enterprise Operations Enablement:

Enterprise Operations Enablement exists to be the enterprise engine that simplifies, modernizes, and scales operations. We partner across Enterprise Operations to build the capabilities, management systems, talent practices, and operating disciplines that enable sustained transformation and operational excellence. The Enterprise Operations Change Management team plays a critical role in helping leaders and employees successfully adopt changes that improve how work is performed, measured, and managed.

Key Responsibilities:

Lead the Enterprise Operations Change Management Capability

• Lead and mature the Enterprise Operations Change Management capability within Enterprise Operations.
• Build and manage a team of change management professionals supporting strategic priorities across Enterprise Operations.
• Define engagement models, governance routines, resource allocation practices, and performance measures for the function.
• Develop capability roadmaps and priorities aligned to Enterprise Operations objectives.
• Foster a culture of collaboration, accountability, and continuous improvement.

Drive Adoption of Strategic Change Initiatives

• Lead change management efforts for complex operational, technology, and transformation initiatives.
• Develop and execute change management strategies that support employee adoption and business readiness.
• Assess organizational impacts and stakeholder implications associated with major initiatives.
• Identify risks to adoption and develop mitigation plans to improve outcomes.
• Support leadership teams in navigating organizational and workforce impacts associated with change.

Partner with Leaders Across Enterprise Operations

• Serve as a trusted advisor to executive sponsors, senior leaders, and program teams on change management strategy and execution.
• Coach leaders and managers on their role in sponsoring and sustaining change.
• Facilitate stakeholder alignment across complex initiatives and organizational boundaries.
• Support leadership decision making through readiness assessments, adoption insights, and feedback mechanisms.
• Strengthen relationships across Enterprise Operations and key enterprise partners.

Align with Enterprise Change Management Standards

• Apply and champion M&T's enterprise change management frameworks, methodologies, standards, and tools.
• Partner with the Enterprise Change Management Office (ECMO) to ensure consistency with enterprise expectations and practices.
• Contribute lessons learned, adoption insights, and emerging needs back to the enterprise change management community.
• Participate in the Change Management Community of Practice and other ECMO-led initiatives.
• Support the ongoing advancement of enterprise change management capabilities.

Measure and Improve Change Effectiveness

• Establish metrics that evaluate readiness, adoption, utilization, engagement, and sustainability of change.
• Monitor and report on change outcomes across Enterprise Operations initiatives.
• Identify opportunities to improve change management practices and delivery approaches.
• Incorporate feedback, lessons learned, and industry best practices into future engagements.
• Drive continuous improvement across the Enterprise Operations Change Management capability.

Education and Experience Required:

• Bachelor's degree or equivalent combination of education and experience.
• 9+ years of experience in change management, organizational effectiveness, transformation, communications, learning and development, project management, or related disciplines.
• 3+ years of people leadership experience.
• Demonstrated success leading large scale organizational change initiatives within complex organizations.
• Experience partnering with senior leaders and influencing across multiple organizational levels.

Education and Experience Preferred:

• Dedicated experience in Organizational Change Management (OCM).
• Experience leading or scaling a change management team or function.
• Strong understanding of stakeholder engagement, organizational readiness, adoption planning, and change measurement.
• Banking, financial services, or other highly regulated industry experience.
• Experience supporting large scale operational or technology transformations.
• Strong communication, facilitation, coaching, and influencing skills.
• Ability to translate strategy into practical implementation plans.
• Certified Change Management Professional (CCMP).
• Human-Centered Design.

Work Model & Office Location:

This is a hybrid role that combines the value of in-person collaboration with workplace flexibility. Employees are expected to work onsite four days per week and may work remotely one day per week, with the flexibility to choose their preferred remote workday. To support regular onsite collaboration, candidates must reside within a reasonable commuting distance to any of our corporate offices below:

• 575 Main Street, Buffalo, NY 14203
• 1 Light Street, Baltimore, MD 21202
• 850 Main Street, Bridgeport, CT 06604
• 1100 North Market Street, Wilmington, DE 19801

Anticipated Travel Requirements:

• Quarterly travel is expected for this role and may include attendance at industry conferences, client & team meetings, and other business-related events.
• Travel frequency may vary based on business needs.

Why This Role?

This role provides an opportunity to:

• Lead and grow the Enterprise Operations Change Management capability.
• Support some of M&T's most significant operational transformation initiatives.
• Partner directly with senior leaders across Enterprise Operations.
• Improve organizational readiness, employee adoption, and business outcomes.
• Help Enterprise Operations successfully deliver and sustain change while leveraging M&T's enterprise change management framework.

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