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Customer Experience Manager - Retail & Business Banking Segment - 3DI4M in Buffalo, NY at M&T Bank

Date Posted: 5/19/2018

Job Snapshot

Job Description

THE OPPORTUNITY:
Responsible for identifying risks and opportunities through an extensive analysis and understanding of complaint reporting, customer experience data, and industry bench marking information. Drive and influence action to mitigate these identified risks and opportunities and manage accountability of this work through to completion. Partner with assigned line of business and Compliance in this effort. Assigned lines of business include Retail Branch, Contact Center, Digital Banking, and Business Banking.


POSITION RESPONSIBILITIES:
Build a strong culture of collaboration with assigned Business Line and Compliance to prioritize the most impactful enhancements and opportunities, resulting in an improved customer experience.
Understand and analyze Escalated and Non-Escalated Complaint reporting, customer experience data, and industry benchmarking to identify risks and opportunities for improvement.
Manage Complaint Management Program sustainability by developing and coordinating communications and training to customer-facing teams, and by providing oversight of business line procedures and controls.
May manage organized process improvement efforts to include coordination of multiple resources across divisions and departments and facilitation of team-based process improvement projects.
Consult and provide expertise on various initiatives such as new products or services, recovery, and acquisitions.
Partner with marketing teams to complement and measure success of applicable campaigns.
Direct and monitor resources which may or may not include direct supervisory responsibilities, but rather participants’ project activities to ensure completion of project(s).
May be responsible on an individual basis for directing the most complex, critical and highly visible projects for division and/or bank wide in size. Will facilitate project meetings and publish meeting minutes. Tracks issues and resolution.
Develop a thorough and expert understanding of the business and its functions, processes and operations.
Keep abreast of business and market trends that may affect the business/department.
Define and participate in the achievement of short and long-term business objectives.
May be involved, to some extent, in some or all of the following: (i) setting policy or developing and overseeing the implementation of procedures or controls related to compliance requirements within the overall business processes; (ii) directly or indirectly monitoring functions that, on a day-to-day basis, ensure that the procedures and controls are functioning as designed (e.g., reviewing and resolving exception reports or ensuring that exception reporting is occurring and/or providing reporting and trending of data for management), (iii) developing training of business line personnel regarding procedures and controls designed to ensure compliance with laws and/or regulations, (iv) performing or overseeing embedded compliance self-testing, or (v) managing examinations or audits involving regulatory matters and any resultant corrective actions.
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 diversity 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.
NATURE AND SCOPE:
The position requires substantial interaction with internal contacts at senior management level, as well as external contacts in order to obtain pertinent information. The position acts as liaison between department and other bank personnel on various projects.
MINIMUM QUALIFICATIONS REQUIRED:
Bachelor’s degree in a business related field
A minimum of 5 years’ relevant experience
In lieu of degree, nine years of relevant experience.
Excellent oral and written communication skills.
Strong analytical ability and creative problem solving skills.
IDEAL QUALIFICATIONS PREFERRED:
Advanced degree preferred.
Highly skilled at building relationships and collaborating with others at all levels of the organization.
Strong ability to lead by influence.
Ability to interact effectively with all levels of personnel.
Excellent project management and process management skills.
Passion for customer service and improving the customer experience.
Ability to perform in a high pressure and deadline driven work environment
Ability to identify process improvements.
Excellent knowledge of Windows and PC software programs.
Banking industry experience preferred.
Previous supervisory/management experience preferred.
ABOUT M&T:
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.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.