Leads and scales the Bank’s Managed Services program. Implements innovative solutions to leverage contingent talent strategically to support evolving business priorities. Drives operational excellence, process improvements, cost savings, and strategic initiatives to enhance efficiency across all managed services relationships. Collaborates closely with key cross-functional partners, including Legal, Human Resources, Operations, and other various business units to ensure efficient program management, risk mitigation, and regulatory compliance.
Primary Responsibilities:- Develop and execute the Bank's overarching contingent resourcing strategy to meet the continually evolving staff augmentation and global sourcing needs of the enterprise.
- Oversee delivery of the Bank's global, non-employee human capital servicing needs, including temporary labor, project-based labor, skill-based labor, Knowledge Process Outsourcing (KPO) and Business Process Outsourcing (BPO). Ensure service quality, delivery, and suitability to the needs of our clients while adhering to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and other key metrics.
- Set vendor and engagement strategy, manage providers, and ensure optimal leveraging of professional services. Understand individual needs, effectively address challenges, and provide impactful solutions for the client.
- Continually assess short and long-range staff augmentation and global resourcing managed services requirements for the organization. Recommend solutions that align with the Bank's strategic direction, incorporate industry best practices, and addresses internal requirements of the organization.
- Serve as the subject matter expert for global staff augmentation from sourcing, hiring managers, contingent workforce, and internal teams.
- Identify market trends and opportunities to expand service offerings and drive operational efficiency and excellence.
- Implement continuous improvement initiatives to enhance efficiency, reliability, resiliency, and scalability of service delivery, ensuring that we continue to meet the needs and goals of our clients.
- Manage relationships with staff augmentation and managed services vendors, including the coordination of vendor assessments, quarterly business reviews (QBRs), solution/requirement proposals, and project-management.
- Review selection and continuous enhancement of key vendor relationships with global and domestic staff augmentation and managed service providers.
- Manage and mentor a team of highly dedicated service managers and experts, fostering a culture of collaboration and continuous improvement.
- Provide training and guidance on professional development and career growth for team members.
- Establish and maintain strong client relationships, acting as the primary escalation point for managed services clients.
- Collaborate with clients to understand their business needs and tailor services to meet their specific requirements.
- Partner with Human Resources, Strategic Sourcing, Legal, Compliance, Risk, Technology, and Third-Party Risk Management to ensure seamless program execution.
- Develop, implement, maintain, and enhance suitable and necessary policies and procedures.
- Maintain, enhance, and support a vendor management system (VMS).
- Stay abreast of industry trends, emerging technologies, and best practices to drive innovation.
- Guide and support client adherence to risk and regulatory requirements.
- 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 a culture of 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.
This role provides strategic direction and maintains an enterprise-wide support function to meet the global staff augmentation, KPO, BPO, and managed services needs of M&T Bank. The role manages relationships with key service providers, both global and domestic. The position develops and maintains a framework designed to optimize our contingent and vendor-based resources and maintain key vendor relationships to deliver against those needs. This role is pivotal in driving strategic growth, fostering strong client relationships, effectively managing risk, and ensuring operational excellence and compliance with relevant laws and regulations.
Education and Experience Required:- Bachelor’s degree in Human Resources, Business Management, Supply Chain Management, or related field and a minimum of 9 years of proven procurement, human capital management, and/or project management experience, or in lieu of a degree, a combined minimum of 13 years of higher education and/or related work experience
- Minimum of 3 years’ managerial, supervisory, or work leadership experience
- Proven experience in leading service-delivery teams
- Proven experience in leading customer-success initiatives
- Proven ability to translate technical solutions into customer value propositions
- Exceptional leadership skills
- Exceptional communication skills
- Exceptional stakeholder management skills
- Advanced degree in related field
- Certified Contingent Workforce Professional (CCWP) certificate
- General understanding of Banking technologies and operation
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.
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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.
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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.
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Wellbeing & Lifestyle Benefits — Wellbeing support appears comparatively robust, highlighted by mental-health therapy/coaching sessions and broader wellness programming alongside community-oriented perks.
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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.
