Banking Services Lead — Coaching & Process Improvement

001 Manufacturers and Traders Trust Co; Town of Amherst (NY); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Volunteer time off

Job summary

M&T Bank Corporation in Amherst, NY seeks an experienced COE Team Leader to monitor workflow, coach the team, and approve daily output. The role supports onboarding, production tasks, and governance across procedures and risk controls.

Responsibilities include training, reporting, issue resolution, and collaboration with Legal/Compliance on regulatory matters. Candidates should demonstrate leadership and strong customer service skills in a banking environment.

Qualifications

• Combined minimum of 5 years’ higher education and/or relevant work experience.
• Work leadership experience.
• Strong customer service skills.
• Knowledge of spreadsheet, word processing and presentation software as required within assigned team.

Responsibilities

• Monitor work flow and liaison between COE unit and management.
• Provide training and coaching to COE team on daily work functions and approve daily work.
• Assist with onboarding new hires.
• Assist with production work on an as needed basis.
• Complete daily production reporting for the COE team.
• Maintain currency of team procedures; complete QA reviews to ensure adherence to procedures.
• Participate in special projects as assigned.
• Manage and guide on exceptions within the team.
• Identify opportunities and assist with process improvements.
• Reconcile the general ledger as required.
• Approve daily team productivity reports.
• Research and resolve complex customer issues and escalations.
• Provide vendor support for daily activities and problem resolution.
• Resolve regulatory complaints with Legal and Compliance as required.
• Review and approve wire transfers.
• Adhere to risk and regulatory standards and controls.
• Escalate risk-related issues to management.
• Promote belonging and reflect M&T Bank brand.
• Maintain internal control standards and respond to audit findings.
• Complete other related duties as assigned.

Skills

Team leadership

Customer service

MS Office

Education

5+ years combined education/work

Job description

M&T Bank Corporation in Amherst, NY seeks an experienced COE Team Leader to monitor workflow, coach the team, and approve daily output. The role supports onboarding, production tasks, and governance across procedures and risk controls.

Responsibilities include training, reporting, issue resolution, and collaboration with Legal/Compliance on regulatory matters. Candidates should demonstrate leadership and strong customer service skills in a banking environment.