2027 Enterprise Operations Development Program- The Contact Center Analysis Track

Manufacturers and Traders Trust•Buffalo, NY

About The Position

The Enterprise Operations Development Program - The Contact Center Analysis Track provides participants with in-depth professional and analytical experience while developing leadership and collaborative skills through a defined, customized immersive program. Participants gain experience in higher-level operational aspects of The Contact Center Analysis, work on projects, and provide analytical and operational support under the guidance of a manager or more senior analyst.

Requirements

Bachelor’s or Master’s degree.
Minimum cumulative GPA of 3.0.
Up to 1 year of work experience.
Outstanding written and verbal communication skills.
Demonstrated interpersonal skills.
Demonstrated analytical skills.
Demonstrated computer skills.

Nice To Haves

Prior work or internship experience.

Responsibilities

Develop and produce routine departmental reports and spreadsheets, including project or product strategy analyses, historical reporting, and workflow and financial analyses.
Complete routine analysis and judgment-based work within a single or a few closely related disciplines to support business decisions.
Complete routine data review, research, and/or reconciliation.
Use technology and data tools to identify opportunities to simplify workflows, automate manual steps, and reduce turnaround times.
Partner with colleagues to implement process improvements and measure gains in efficiency, accuracy, and customer experience.
Take a lead role in drafting and editing procedures for the assigned area of TCC.
Support user certifications and obtain documentation necessary for departmental audits.
Participate in planning, testing, and implementing new projects, systems, products, and regulatory changes within the assigned area of TCC.
Assist with technical troubleshooting and escalations, coordinating with business partners, vendors, and technology to address team issues.
Participate in Enterprise Operations Development Program activities.
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 that need escalation to management.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
Complete other related duties as assigned.