Sr. Business Process Improvement Manager (Institutional Services)

Wilmington Trust; Buffalo (NY); On-site; USD 118,000 - 197,000; Full time

Job summary

Wilmington Trust is seeking a Senior Business Process Engineer to redesign end-to-end processes, improve efficiency, and strengthen risk controls. The role requires BPMN 2.0 proficiency and advanced Visio skills to map and optimize complex processes across Institutional Services.

You will collaborate with stakeholders, manage risk issues, develop KPIs, and drive continuous improvement while aligning with governance and regulatory standards in a fast-growing environment.

Qualifications

• Bachelor’s degree and 7+ years of relevant work experience, or 11 years combined education and/or work experience.
• Ability to document processes accurately, in detail, using BPMN 2.0.
• 5 years Financial Services experience.
• Six Sigma Black Belt, Lean Certified or Agile certification.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving skills with data-driven decisions.
• Experience handling multiple tasks under time constraints.
• Strong design and systems thinking skills.

Responsibilities

• Collaborate with stakeholders to define requirements while meeting regulatory standards.
• Interview SMEs, process owners, and leaders to map processes.
• Assess risks, gaps, and control weaknesses and escalate issues.
• Design, implement, maintain, and enhance internal controls.
• Document processes with tools like spreadsheets, Visio, and BPMN.
• Map current state processes and design improved future state.
• Ensure documentation aligns with governance and templates.
• Drive continuous improvement and operational excellence initiatives.
• Support change management and training for redesigned processes.
• Collaborate with change enablement teams on communication and rollout.
• Maintain internal process documentation in line with procedures.
• Champion process excellence to reduce costs, cycle time, and risk.

Skills

BPMN 2.0

Visio

Lean Six Sigma

Change Management

Problem-Solving

Analytical Thinking

Communication Skills

AI Prompt Engineering

Education

Bachelor’s degree in technical, finance, or business discipline

Six Sigma Black Belt, Lean Certified or Agile certification

Tools

Microsoft Visio

Job description

The Wilmington Trust Institutional Services (IS) division is experiencing rapid business growth and has initiated a strategic program of continuous improvement to support the growth objectives. The goals of the program are to reduce operational issues and risks by standardizing processes, implementing best-practices in key areas, and adding new governance and control functions. In addition, long term digital transformation is required to grow revenue through new and transformed digital-first trust and agency service products, to move from a product-centric to client-centric operating model, to move from market-specific to global solutions, and to dramatically lower the cost to serve. These two strategic focus areas are driving growth in overall business investment.

Overview

We are seeking a Senior Business Process Engineer to join our Corporate Trust and Agency Services team. This role will focus on end-to-end process redesign to enhance operational efficiency, strengthen risk controls, and improve client experience. The ideal candidate will have deep expertise in Business Process Model and Notation (BPMN) and Microsoft Visio, with a proven track record of mapping and optimizing complex processes.

Primary Responsibilities

• Collaborate with stakeholders to define business requirements and ensure alignment with regulatory and compliance standards.
• Interview process subject matter experts (SMEs), process owners, and Division managers to identify and understand their processes.
• Assess risks, gaps, and control weaknesses within existing processes; identify risk-related issues needing escalation to management.
• Design, implement, maintain, and enhance internal controls to mitigate risk on an ongoing basis.
• Document information using analytical tools and techniques including spreadsheets and process maps; leverage Microsoft Visio and BPMN.
• Document and map current state business processes and facilitate the design of an improved future state.
• Ensure process documentation is built with consistent templates, fits into the broader process architecture, and is maintained according to governance procedures.
• Drive continuous improvement initiatives, leveraging best practices in process improvement and operational excellence.
• Support change management efforts to ensure successful adoption of redesigned processes.
• Collaborate with change enablement teams on communication, training, and implementation of process changes.
• Ensure official process documentation is consistent with approved procedures
• Champion process excellence across Institutional Services by focusing on reducing costs, cycle time, errors, and risk, encompassing concepts of LEAN, Six Sigma, Change Management, and Problem-Solving methodologies.
• Manage and formulate business opportunities in the long-term planning process, including development and adoption of business case, responsible for implementation of overall initiatives.
• Develop and monitor measurement systems (e.g., KPIs/KRIs) to track process performance and operational metrics.
• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite.
• 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

This position executes process re-engineering projects impacting multiple business lines within Institutional Services to improve efficiency, reduce expenses and provide improved service to customers.

Education And Experience Required

Bachelor’s degree and a minimum of 7 years’ relevant work experience, or in lieu of a degree, a combined minimum of 11 years’ higher education and/or work experience, including a minimum of 7 years’ relevant work experience.

Ability to document processes accurately, in detail, and using BPMN 2.0

5 years Financial Services Experience

Six Sigma Black Belt, Lean Certified or Agile certification

Strong verbal and written communication skills

Strong analytical and problem-solving skills to properly deconstruct the problem and determine viable solution options using data as a guide

Experience handling multiple tasks and working under time constraints in support of various assignments

Strong design and systems thinking skills

Education And Experience Preferred

• Minimum of a bachelor’s degree in technical, finance, or business discipline
• Minimum of 8 years’ Process Improvement experience
• FinTech or Corporate Trust experience
• Experience with risk management practices (Risk and Control Assessments)
• Self-motivated
• Well-organized and detail-oriented
• Proven success scaling process design practices across large, complex organizations
• AI prompt engineering experience

Physical Requirements

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $118,200.00 - $197,000.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Wilmington, Delaware, United States of America