Senior Call Center Operations Manager

M&T Bank; Getzville (NY); On-site; USD 108,000 - 179,000; Full time

Job summary

M&T Bank is seeking a senior manager in Getzville, NY to lead a department and its supervisors, directing daily operations and strategic initiatives. The role requires steering performance, ensuring compliance, and driving process improvements across the unit.

Responsibilities include managing escalated customer issues, reporting to senior leadership, and guiding portfolio acquisition with timely, compliant execution.

Qualifications

• Excellent customer service skills; tact and diplomacy.
• Strong knowledge of spreadsheet, word processing, and presentation software.
• Leadership experience managing managers and large teams.

Responsibilities

• Oversee daily activities and strategic planning of a department within a division, ensuring quality standards and compliance.
• Resolve disputed transactions and escalate customer matters as needed.
• Prepare month-end data for senior management decision-making and analyze variance drivers.
• Interact with senior division management to set business objectives for the unit and team.
• Lead portfolio acquisition activities and ensure timely, compliant completion of tasks.
• Evaluate processes and approve changes to improve efficiency and reduce expenditures.
• Analyze collection data to assess performance and escalate risks to management.
• Adhere to risk and regulatory standards and implement internal controls.

Skills

Customer service

Communication skills

Leadership

Analytical skills

Education

Master’s degree

Tools

Spreadsheet software

Word processing

Presentation software

Job description

M&T Bank is seeking a senior manager in Getzville, NY to lead a department and its supervisors, directing daily operations and strategic initiatives. The role requires steering performance, ensuring compliance, and driving process improvements across the unit.

Responsibilities include managing escalated customer issues, reporting to senior leadership, and guiding portfolio acquisition with timely, compliant execution.