Career Search

Contact Center Sr. Manager - Retail & Business Banking Service Team - 3DHQM in Williamsville, NY at M&T Bank

Date Posted: 8/13/2018

Job Snapshot

Job Description

M&T Bank

Contact Center Sr. Manager - Retail & Business Banking Service Team 

Williamsville, NY


Basic Function

Responsible for leading and managing a Retail & Business Banking Service Team of approximately 220 Contact Center Service Agents, on site and in remote locations.  Ensure call, email, and chat, service and sales quality targeted results are met.  Responsible for; customer service activity, operating results, financial results, service to sales and the strategic direction of the Retail & Business Banking Service Channel. Develop and grow a network of partnerships within/outside the Bank.


Essential Position Responsibilities:

Strong executive presence. 

Build and enhance the Retail & Business Banking Service Team through developmental plans and consistent coaching, training, and feedback.

Develop Supervisor’s ability to coach/develop their Retail & Business Banking Service Team.


Develop strategies to achieve competitive advantages and support corporate priorities.


Support key business partners (i.e. Financial Crimes, Business Banking, Retail Deposits and Lending, Digital and Mobile Banking, Banking Services & M&T Mortgage Corp) to facilitate successful change and achieve shared service goals.


Develop a service to sales culture in the Retail & Business Banking Service Channel.


Participate in bank-wide strategic planning committees by representing the Contact Center’s long-term goals.


Responsible for the implementation of short-term initiatives.

Provide representation and approvals on the most complex, critical and highly visible projects at the division and/or bank-wide level.


Assist in maximizing the efficiency of the Contact Center.


Responsible for the creation of new and/or revised Contact Center policy and procedures.


Provide approval of new methods and procedures to make daily operations more efficient & continuously enhance customer service.


Provide working group and committee updates to the senior management as direction and bank-wide change is developed.


Become an active member of the local community and represent the Bank at various community functions. Develop a strong network of partnerships across the Bank.


Exercise managerial authority with respect to staffing, hiring, performance management, salary recommendations, performance management, and termination.


Nature and Scope

Champion change and innovative solutions. Is able to communicate a common vision to others.

Have the ability to plan, organize and supervise work of staff and produce results.

Build and maintain relationships with internal and external customers/outside vendors in a manner that maximizes shareholder return.

Manage risk: follow M&T policies/procedures while ensuring that employee/customer issues are solved in a timely manner.


Supervisory Responsibility

Responsible for multiple direct reports and indirectly responsible for 220 employees.

Oversees a number of employees in a specialist or analytical capacity.

Drive desired behaviors of Retail & Business Service Team by providing feedback during observational coaching sessions.

Be a lead advocate for self-service initiatives in a way that inspires trust, builds engagement and maintains high level of productivity.

Put our customer first by driving a quality front line experience.

Identify & grow diverse talent that can be utilized across the organization .


Minimum Qualifications

Bachelor’s degree or in lieu of degree 4 years relevant experience.

10 years Operations experience.

7 years supervisory/management experience.

Solid understanding of Contact Center Operations and Tools.

Knowledge of digial channels and software used in Contact Centers.

Knowledge of Digital Channels.


Preferred Qualifications

Master’s degree preferred.

Knowledge of deposit and loan products, systems and workflows.

Knowledge of process improvement methodology and business process management techniques.

Ability to function professionally at many different levels (clients, senior management, and peers).
Ability to work within time constraints.
Ability to handle multiple tasks in support of various assignments.
Excellent verbal and written communication skills.
Self-motivated and well-organized.
Ability to work individually as well as a member and/or leader of a team.
Knowledge of the bank’s policies, products and services.
Knowledge of M&T’s strategic vision and mission with the ability to link to the Contact Center’s specific mission.



M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer.
M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.