Shared Services Manager I - Telephone Center - Centralized Operations

M&T Bank•Wilmington, DE

About The Position

Overview: Provides internal and external client support as the manager of the Premier Services team of Shared Services. Provides technical, functional and operational support, including transactional processing and problem resolution. Primary Responsibilities: Support various ISWM online portals. Provide retail banking account set up and maintenance support for Global Capital Markets (GCM) and other internal ISWM departments; facilitate funds transfer and fee refund requests. Provide informational support for specific GCM deals; record privacy preferences for WISD clients -Respond to client requests by phone, service ticket and email which vary in complexity for resolution. Act as a liaison between the client, relationship team and operational staff for issue resolution. Follow department customer service standards when interacting with internal and external clients. Participate on projects impacting Shared Services including independently testing system releases and enhancements. Provide input in creation and updates for unit work policies and procedures Maintain and produce accurate records and documentation for audit and internal reporting purposes. 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 belonging 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. Scope of Responsibilities: The position is responsible for the tactical direction of the team with input into the strategic direction of the department. This position requires knowledge of business, applicable regulations and affiliated technology with the ability to plan, organize and manage the work of assigned staff and produce results. The position works with some uncertainty with discretionary solutions, possessing low to moderate risk to the organization.

Requirements

Bachelor's degree and a minimum of 2 year’ relevant experience, or in lieu of a degree, a combined minimum of 6 years higher education and/work experience, including a minimum of 2 year’ relevant experience
Minimum of 1 years’ work leadership and/or supervisory experience
Strong analytical skills
Strong problem-solving skills
Strong written and verbal communication skills
Detail-oriented
Demonstrated success operating in a team environment
Experience using pertinent word processing and spreadsheet software
Willing to work a flexible schedule as needed

Nice To Haves

Bachelor’s degree in Business, Finance or Accounting
Minimum of 2 years’ experience in financial services industry
Ability to work under time constraints
Call Center Supervisory Experience
Knowledge of Bank systems
Knowledge of Bank culture

Responsibilities

Provides internal and external client support as the manager of the Premier Services team of Shared Services.
Provides technical, functional and operational support, including transactional processing and problem resolution.
Support various ISWM online portals.
Provide retail banking account set up and maintenance support for Global Capital Markets (GCM) and other internal ISWM departments; facilitate funds transfer and fee refund requests.
Provide informational support for specific GCM deals; record privacy preferences for WISD clients
Respond to client requests by phone, service ticket and email which vary in complexity for resolution.
Act as a liaison between the client, relationship team and operational staff for issue resolution.
Follow department customer service standards when interacting with internal and external clients.
Participate on projects impacting Shared Services including independently testing system releases and enhancements.
Provide input in creation and updates for unit work policies and procedures
Maintain and produce accurate records and documentation for audit and internal reporting purposes.
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 belonging 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.