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OCA Business Project Manager - 3DHOV in Buffalo, NY at M&T Bank

Date Posted: 3/23/2018

Job Snapshot

Job Description

THE OPPORTUNITY:
Responsible for managing, participating in and supporting the planning, developing and implementing of projects and initiatives within the Office of the Customer Advocate (OCA). Partners with all departments within OCA, various Business Units, Compliance Legal, and Risk to support these efforts.

POSITION RESPONSIBILITIES:
Manage projects including developing project plans, facilitating meetings, driving task execution and communicating project status for miscellaneous customer experience and complaint management initiatives with OCA and internal stakeholders, including Compliance, Legal, Technology and various Business Units.
Maintain, track and monitor action plans that address root causes of customer complaints through to completion to minimize future recurrence. Monitor outstanding OCA project work and focused analyses follow-up to ensure progress and communication is tracking appropriately.
Follow-up with affected stakeholders, including OCA Customer Experience Managers, to ensure milestones are being met and their successful completion overall. Escalate missed deadlines to management, when appropriate, to ensure completion.
Compile, prepare and review materials, including overview presentations for internal Audit and external regulatory examinations, including First Day Letter materials to ensure their currency and accuracy. Coordinate reviews of these materials with partners in OCA, Audit, Legal, Compliance, and Regulatory Affairs.
Facilitate development of presentations on OCA for senior and executive management, maintaining currency of intranet site content and design and internal Sharepoint site and document library, coordinating quarterly town hall meetings within and outside OCA, managing the first line of defense scorecard, including reporting to Risk as required, facilitating maintenance of annual budget, and maintaining currency of annual Business Continuity Plan.
Participate in regular OCA committee meetings and complaint working group discussions designed to discuss potential regulatory and other risks discovered through complaints. Prepare supporting committee and working group meeting materials and agendas and take minutes to serve as a record of activity.
Coordinate and manage other necessary meetings within the complaint management and customer experience scope, as necessary, including monthly agenda, materials, and meeting facilitation.
Develop a thorough and expert high-level understanding of the business and its functions, processes and operations to support responsibilities. Keep abreast of business and market trends which may affect business department.
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:
OCA advocates and provides governance over an enterprise-wide approach to Complaint Management and Customer Experience with the goal of driving adjustments and mitigating risk, where appropriate, to products, services and business practices to satisfy customer and regulator expectations and introduce position change based on the Voice of the Customer.
This position coordinates and manages projects within OCA to improve our processes and projects to address regulatory and internal audit findings, ensuring completion of deliverables. The position is critical to OCA’s role in complaint management across the organization and ensuring meeting regulatory expectations and requirements through preparation of requested materials.
The position interacts with middle and senior management as well as external contacts to obtain information about business processes and complaints, ensuring the business, Compliance and OCA are accountable for completing appropriate action plans.
The position serves as liaison between department, Compliance and other lines of business to ensure completion of project tasks.

MANAGERIAL/SUPERVISORY RESPONSIBILITY:
Not applicable

MINIMUM QUALIFICATIONS REQUIRED:
Bachelor’s degree in business-related field, and a minimum of 5 years’ business or project management experience or in lieu of a degree, a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ experience.
Strong analytical and problem-solving skills.
Good judgment and decision-making skills.
Strong verbal and written communication skills.
Sound project management skills.

IDEAL QUALIFICATIONS PREFERRED:
Minimum of 2 years’ banking industry experience.
Proven interpersonal skills.
Detail-oriented.
Process management skills.
Proficiency with personal computers, as well as pertinent word processing, spreadsheet, database and presentation software.
Solid understanding of Bank operations, products and systemic functionality.
Proven experience facilitating meetings/project teams.

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.