Banking Services Line Manager II

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

Job summary

M&T Bank Corporation in Buffalo, New York, seeks an experienced banking-services unit manager to oversee daily activities, drive strategic planning, and ensure adherence to policy and regulatory requirements. The role focuses on staff leadership, risk controls, and delivering consistent, high-quality service within a complex financial operations environment.

The position requires a combination of leadership experience and a strong customer-service orientation, with emphasis on collaboration

Qualifications

• Combined minimum of 7 years’ higher education and relevant work experience, including at least 2 years' work leadership and/or supervisory experience.
• Excellent customer service skills and tactful diplomacy.
• Strong knowledge of spreadsheet, word processing, and presentation software.

Responsibilities

• Oversee daily activities and strategic planning of one or more units within the Banking Services Center of Excellence, ensuring quality standards and compliance.
• Direct and monitor staff to ensure confidentiality, policy adherence, and risk controls are followed.
• Provide leadership, guidance, feedback and training to staff; manage performance and development.
• Compile month-end data for unit activities for management review and decision-making.
• Interact with Division/Department management to discuss business objectives and unit performance.
• Evaluate unit processes and approve changes to increase operational efficiency and service levels.
• Address escalations and manage staffing, performance appraisals, promotions and terminations.

Education

Bachelor's degree preferred

Leadership or supervisory experience

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.

Scope of Responsibilities

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. 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

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.

Compensation and Location

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.

Company Information

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

Equal Employment Opportunity

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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