Shared Services Manager - Telephone Center - Centralized Operations

Overview

Provides internal and external client support as the manager of the Premier Services team of Shared Services. Provides technical, functional and operational support, including transactional processing and problem resolution.

• Support various ISWM online portals.
• Provide retail banking account set up and maintenance support for Global Capital Markets (GCM) and other internal ISWM departments; facilitate funds transfer and fee refund requests.
• Provide informational support for specific GCM deals; record privacy preferences for WISD clients
  -Respond to client requests by phone, service ticket and email which vary in complexity for resolution.
• Act as a liaison between the client, relationship team and operational staff for issue resolution.
• Follow department customer service standards when interacting with internal and external clients.
• Participate on projects impacting Shared Services including independently testing system releases and enhancements.
• Provide input in creation and updates for unit work policies and procedures.
• Maintain and produce accurate records and documentation for audit and internal reporting purposes.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. 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 is responsible for the tactical direction of the team with input into the strategic direction of the department. This position requires knowledge of business, applicable regulations and affiliated technology with the ability to plan, organize and manage the work of assigned staff and produce results. The position works with some uncertainty with discretionary solutions, possessing low to moderate risk to the organization.

Bachelor's degree and a minimum of 2 years relevant experience, or in lieu of a degree, a combined minimum of 6 years higher education and work experience, including a minimum of 2 years relevant experience.

Minimum of 1 year work leadership and/or supervisory experience.

Strong analytical skills.

Strong problem‑solving skills.

Strong written and verbal communication skills.

Detail‑oriented.

Demonstrated success operating in a team environment.

Experience using pertinent word processing and spreadsheet software.

Willing to work a flexible schedule as needed.

Bachelor’s degree in Business, Finance or Accounting.

Minimum of 2 years experience in financial services industry.

Ability to work under time constraints.

Call Center Supervisory Experience.

Knowledge of Bank systems.

Knowledge of Bank culture.

M&T Bank is committed to fair, competitive, and market‑informed pay for our employees. The pay range for this position is $68,400.00 - $ Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Wilmington, Delaware, United States of America