Chief of Staff - Customer & Transformation Office

M&T Bank•Wilmington, DE

13d

About The Position

Overview: The Chief of Staff supports the Chief Customer Officer by serving as a trusted thought partner and extension of the executive’s leadership. This role oversees both strategic and operational execution, enabling the executive to operate at scale amid significant enterprise demands. Acting as a key advisor, the Chief of Staff drives strategic initiatives, manages complex bodies of work, prepares executive-level communications, and ensures strong alignment, follow-through, and impact across the organization. The role functions as a second-in-command, stepping in when needed to represent the executive, convene stakeholders, and advance priorities. The Chief of Staff will play a critical role in shaping strategy, enabling decision-making, supporting high-visibility initiatives, and fostering a strong, inclusive team culture. Strategic Partnership & Executive Support Partner closely with the Chief Customer Officer to develop, prioritize, and execute strategic initiatives that drive the bank’s growth and success. Serve as a key advisor, providing strategic direction across the daily operations of the executive’s office, including agenda-setting, meeting preparation, synthesis, and follow-up. Proactively identify gaps in priorities, resources, and capabilities, bringing solutions forward before issues escalate. Ensure the Executive is showing up in the right forums, with the right preparation, insights, and context. Leadership, Influence & Representation Act as a delegate and representative of the Chief Customer Officer in meetings, working sessions, and forums as needed, ensuring continuity of leadership and decision-making. Convene cross-functional teams to align stakeholders, drive progress, and resolve issues. Help organize, facilitate, and at times lead selected senior leadership meetings, driving clarity of outcomes and accountability for next steps. Strategy, Content & Insights Collaborate with the Chief Customer Officer and key stakeholders to gather data, insights, and perspectives and translate them into clear, compelling narratives. Lead the development of executive-level materials and decks for internal leadership discussions and external speaking engagements. Organize and synthesize critical information to support efficient, high-quality decision-making. Enterprise & Special Projects Oversee large-scale, high-impact strategic projects, coordinating across functions to drive execution and results. Support complex initiatives emerging from the Executive Leadership Team, helping manage extreme workload demands beyond a traditional scope. Partner with senior leaders on top local clients and prospects, helping formulate plans and approaches that strengthen key relationships. C ulture & Team Effectiveness Serve as a steward of the team’s culture, fostering belonging, celebration, and a “one-team” mindset. Help the team operate as a cohesive, high-performing unit amid shifting priorities and demands. Governance, Risk & Controls Handle highly confidential information with discretion and professionalism. Monitor key performance indicators and metrics relevant to executive priorities. Adhere to applicable compliance and operational risk controls in accordance with company and regulatory standards. Maintain M&T internal control standards, including timely implementation of internal and external audit actions and regulatory issues, as applicable. Additional Responsibilities Complete other related duties as assigned to support executive effectiveness and enterprise outcomes.

Requirements

Bachelor’s degree in Business Administration, Finance, or related field and a minimum of 8 years relevant experience, OR in lieu of a degree, a combined minimum of 12 years higher education and/or work experience including 8 years relevant experience
Minimum of 5 years of experience in a strategic planning, chief of staff, or executive support role within the banking or financial services industry.
Demonstrated ability to operate as a trusted advisor to senior leaders, supporting high-complexity, executive-level priorities.
Strong analytical and critical thinking skills, with the ability to interpret financial data and translate insights into executive-ready recommendations.
Exceptional written and verbal communication skills, with the ability to build strong relationships and influence outcomes across all levels of the organization.
Proven track record of successfully managing complex projects, coordinating cross-functional stakeholders, and driving measurable results.
Ability to work independently, manage ambiguity, and prioritize multiple competing demands in a fast-paced, high-visibility environment.
Proficiency in the Microsoft Office suite (including PowerPoint and Excel) and familiarity with project management tools.

Nice To Haves

Master's degree (MBA or related discipline preferred)

Responsibilities

Partner closely with the Chief Customer Officer to develop, prioritize, and execute strategic initiatives that drive the bank’s growth and success.
Serve as a key advisor, providing strategic direction across the daily operations of the executive’s office, including agenda-setting, meeting preparation, synthesis, and follow-up.
Proactively identify gaps in priorities, resources, and capabilities, bringing solutions forward before issues escalate.
Ensure the Executive is showing up in the right forums, with the right preparation, insights, and context.
Act as a delegate and representative of the Chief Customer Officer in meetings, working sessions, and forums as needed, ensuring continuity of leadership and decision-making.
Convene cross-functional teams to align stakeholders, drive progress, and resolve issues.
Help organize, facilitate, and at times lead selected senior leadership meetings, driving clarity of outcomes and accountability for next steps.
Collaborate with the Chief Customer Officer and key stakeholders to gather data, insights, and perspectives and translate them into clear, compelling narratives.
Lead the development of executive-level materials and decks for internal leadership discussions and external speaking engagements.
Organize and synthesize critical information to support efficient, high-quality decision-making.
Oversee large-scale, high-impact strategic projects, coordinating across functions to drive execution and results.
Support complex initiatives emerging from the Executive Leadership Team, helping manage extreme workload demands beyond a traditional scope.
Partner with senior leaders on top local clients and prospects, helping formulate plans and approaches that strengthen key relationships.
Serve as a steward of the team’s culture, fostering belonging, celebration, and a “one-team” mindset.
Help the team operate as a cohesive, high-performing unit amid shifting priorities and demands.
Handle highly confidential information with discretion and professionalism.
Monitor key performance indicators and metrics relevant to executive priorities.
Adhere to applicable compliance and operational risk controls in accordance with company and regulatory standards.
Maintain M&T internal control standards, including timely implementation of internal and external audit actions and regulatory issues, as applicable.
Complete other related duties as assigned to support executive effectiveness and enterprise outcomes.