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 is seeking a senior manager to lead a unit within Banking Services. You will oversee daily activities, balance strategic planning, and ensure compliance with bank policies and all regulations.

Responsibilities include guiding staff, managing performance, compiling month-end data, and driving process improvements while maintaining service levels. The role requires leadership and customer service focus, with at least 2 years of supervisory experience and a bachelor’s degree

Qualifications

• Minimum 7 years of combined education and relevant work experience, with at least 2 years in leadership.
• Excellent customer service skills.
• Strong verbal and written communication abilities.
• Proficiency with spreadsheet, word processing and presentation software.

Responsibilities

• Oversee daily activities and strategic planning of unit(s) within Banking Services.
• Direct and monitor staff to ensure compliance with policy and procedures.
• Provide leadership, guidance, feedback and training to staff.
• Compile month-end data for management review and decision-making.
• Interact with management to discuss unit objectives and performance.
• Evaluate processes and approve changes to improve efficiency.
• Maintain service levels and address escalations as needed.
• Exercise staffing and performance management authority as required.
• Adhere to risk and regulatory standards and maintain internal controls.
• Promote a belonging-focused environment and uphold M&T Bank brand.
• Complete other related duties as assigned.

Skills

Leadership

Customer service

Communication skills

Tact & diplomacy

Risk awareness

Analytical skills

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

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

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.