Banking Services Line Manager II

M&T Bank; Buffalo (NY); On-site; USD 75,000 - 124,000; Full time

Job summary

M&T Bank in Buffalo, NY seeks an experienced manager to oversee a unit within Banking Services, directing daily activities and strategic planning while ensuring compliance with bank policies and external regulations.

You will lead staff, drive performance, and provide coaching, with a focus on service quality, risk mitigation, and efficient processes across the unit.

Qualifications

• Combined minimum of 7 years' higher education and relevant work experience, including 2+ years in leadership.
• Excellent customer service skills.
• Experience using tact and diplomacy.
• Strong knowledge of spreadsheet, word processing, and presentation software.

Responsibilities

• Oversee daily activities and strategic planning of units within the COE.
• Direct and monitor staff to ensure compliance with policies and regulations.
• Provide leadership, guidance, feedback and training to staff.
• Compile month-end data for unit activities for management decisions.
• Maintain service levels and address escalations to meet business expectations.
• Design and maintain internal controls to mitigate risk.

Skills

Customer service

Leadership

Diplomacy

Communication

Education

Bachelor's degree

Tools

Excel

Word Processing

Presentation software

Job description

Overview

Manages assigned teams within one or more functional areas of assigned COE. Manages 15+ FTEs (or with fewer employees if covering diverse disciplines and/or complex functions).

Primary Responsibilities:

Oversee daily activities and ongoing strategic planning of one or more units within assigned COE, ensuring quality standards are maintained in accordance with Bank, Division and Department policy and all activities of the unit(s) are completed in compliance with defined processes and regulations.

Direct and monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.

Provide leadership, guidance, feedback and training to staff.

Compile month-end data for unit activities for distribution to and decision-making by management.

Interact routinely with Division/Department management to discuss business objectives specific to the unit(s) managed.

Evaluate unit processes, procedures and policies routinely and approve changes to increase operational efficiency of units managed.

Maintain established service levels within assigned unit(s) and address escalations to meet defined business expectations.

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 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.

Scope of Responsibilities:

The position has full manager responsibilities in directing day-to-day activities for a unit within a Department of Banking Services. Depending on the unit managed, the position may require unique technical expertise due to the additional complexity, size and/or breadth of functions. The position acts largely independently in managing unit activities and their associated risk exposure.

Education and Experience Required:

• A combined minimum of 7 years’ higher education and relevant work experience, inclusive of a minimum of 2 years’ work leadership and/or supervisory experience
• Excellent customer service skills
• Prior experience using tact and diplomacy
• Strong knowledge of relevant spreadsheet, word processing, and presentation software as required within unit managed

Education and Experience Preferred:

• Bachelor’s degree
• Call center and/or financial services operations experience
• Excellent verbal and written communication skills
• Strong knowledge of departmental systems, documents and procedures
• Proven experience to motivate team and handle conflict without alienating others

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,600.00 - $124,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America