Commercial Operations Manager II

M&T Bank•Rockville, MD

3d•Hybrid

About The Position

Hybrid role that can sit anywhere in the M&T Bank footprint. Overview: Manage assigned department by overseeing a staff of employees including supervisors and / or operations managers ensuring operational efficiency and targeted results are met. Provide operational, technical and functional expertise in work policies and procedures. Primary Responsibilities: Portfolio Growth, Retention & Client Engagement Manage the team of Account Managers (Traditional and Inside) to retain and grow overall managed portfolio volume year over year. Own the process, execution and results. Meet or exceed the annual Volume Growth goal of 6.6%. Increase usage of rebate automation/portfolio management tool for portfolio reviews, supplier analytics, and rebate management. Actively monitor declining spend and attrition risks; escalate and communicate risks early. Partner with Relationship Managers, Group Managers, CCCs, TMCs, and other stakeholders to implement corrective actions. Conduct in‑person visits with at least 10 Managed clients through 2026, including a minimum of three in‑person visits per Account Manager, with clients selected in coordination with Account Managers, Relationship Managers, and the Head of Commercial Card. Success Metrics Achievement of portfolio volume growth targets (6.6% or higher). Improved accuracy and consistency of portfolio reporting and segmentation. Measurable revenue and volume impact from Inside Account Management activities. Early identification and mitigation of spend declines and attrition risks. Effective management of high‑risk and Special Assets clients with documented outcomes. Cross‑Functional & Strategic Partnerships Manage and coordinate the relationship with Visa Supplier Enablement capabilities to support portfolio objectives. Collaborate closely with Account Managers, Relationship Managers, Treasury Management Sales Consultants, Risk, Special Assets, and Product partners to align strategies and execution. High‑Risk & Special Assets Client Management Identify unmanaged clients with materially declining spend and elevated probability of default (PD) grades. Maintain proactive oversight as clients transition into Special Assets. Partner with Special Assets Relationship Managers to understand and document go‑forward strategies, including Remediate & Retain or Exit decisions. Quantify and report the expected and actual impact of Special Assets strategies on future spend, portfolio profitability, and retention outcomes. Continuously refine targeting criteria and engagement strategies based on performance data and client‑level feedback. Establish robust tracking and reporting to quantify impact at both the client and portfolio level. Inside Account Management Leadership Advance and scale the Inside Account Management function to support 2026 portfolio volume and revenue objectives. Own the full targeting lifecycle, including: Portfolio Oversight & Reporting Strengthen portfolio visibility and reporting across Managed, New, and Unmanaged client segments. Identification and prioritization of target clients Collaboration with Relationship Managers and internal partners Outreach strategy, execution, and activity management Measurement of outcomes and effectiveness Ensure accurate and consistent categorization of purchase volumes to support trend analysis and clear attribution to Account Management efforts. Maintain consistent reporting of the initial Managed client population throughout the year, with newly added Managed clients tracked separately. Ensure marquee Card clients enter Account Management earlier than 15 months and that volume trends are appropriately tracked and analyzed.

Requirements

Bachelor’s degree and a minimum of 5 year relevant experience, OR lieu of a degree, A combined minimum of 9 years higher education and/or work experience including 3 years relevant experience
7 years supervisory/operations experience

Responsibilities

Manage assigned department by overseeing a staff of employees including supervisors and / or operations managers ensuring operational efficiency and targeted results are met.
Provide operational, technical and functional expertise in work policies and procedures.
Manage the team of Account Managers (Traditional and Inside) to retain and grow overall managed portfolio volume year over year.
Own the process, execution and results.
Meet or exceed the annual Volume Growth goal of 6.6%.
Increase usage of rebate automation/portfolio management tool for portfolio reviews, supplier analytics, and rebate management.
Actively monitor declining spend and attrition risks; escalate and communicate risks early.
Partner with Relationship Managers, Group Managers, CCCs, TMCs, and other stakeholders to implement corrective actions.
Conduct in‑person visits with at least 10 Managed clients through 2026, including a minimum of three in‑person visits per Account Manager, with clients selected in coordination with Account Managers, Relationship Managers, and the Head of Commercial Card.
Manage and coordinate the relationship with Visa Supplier Enablement capabilities to support portfolio objectives.
Collaborate closely with Account Managers, Relationship Managers, Treasury Management Sales Consultants, Risk, Special Assets, and Product partners to align strategies and execution.
Identify unmanaged clients with materially declining spend and elevated probability of default (PD) grades.
Maintain proactive oversight as clients transition into Special Assets.
Partner with Special Assets Relationship Managers to understand and document go‑forward strategies, including Remediate & Retain or Exit decisions.
Quantify and report the expected and actual impact of Special Assets strategies on future spend, portfolio profitability, and retention outcomes.
Continuously refine targeting criteria and engagement strategies based on performance data and client‑level feedback.
Establish robust tracking and reporting to quantify impact at both the client and portfolio level.
Advance and scale the Inside Account Management function to support 2026 portfolio volume and revenue objectives.
Own the full targeting lifecycle, including: Portfolio Oversight & Reporting Strengthen portfolio visibility and reporting across Managed, New, and Unmanaged client segments.
Identification and prioritization of target clients Collaboration with Relationship Managers and internal partners Outreach strategy, execution, and activity management Measurement of outcomes and effectiveness Ensure accurate and consistent categorization of purchase volumes to support trend analysis and clear attribution to Account Management efforts.
Maintain consistent reporting of the initial Managed client population throughout the year, with newly added Managed clients tracked separately.
Ensure marquee Card clients enter Account Management earlier than 15 months and that volume trends are appropriately tracked and analyzed.