Overview:

Guides workflow, manages exceptions, assists in process improvement and related projects within Deposit & Payment Services. .

Primary Responsibilities:Monitor workflow and serve as liaison between Document Imaging Teams and management.Assist in managing the relationship between onshore team and both internal business partners and outside vendors including offshore partnersProvide training and coaching to both onshore and offshore teams on daily work functions and approve work of assigned team.  Assist with onboarding new hires.Assist with production work on an as needed basis.Complete daily production reporting and SLA Monitoring for assigned Deposit & Payment Services team.Maintain currency of team procedures; complete quality assurance control reviews of team activities to ensure adherence to these procedures.Participate in and help facilitate special projects as assigned.Manage and provide guidance on exceptions occurring within the team.Identify opportunities and assist with implementation of approved process improvement efforts for assigned team.Approve daily team productivity reports, ensuring they accurately reflect team activity.Research and resolve routine internal and external customer issues and escalations within assigned area. This includes but is not limited to monitoring team email box, phone calls and exception queues.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.

Education and Experience Required:

Minimum of 4 years’ higher education and/or work experience

Work leadership experience

Strong customer service skills

Knowledge of relevant spreadsheet, word processing and presentation software as required within assigned team.

Education and Experience Preferred:

Proven verbal and written communication skills

Experience working with an Offshore Vendor

Knowledge of systems (Kofax Total Agility, Banking Services Portal, FileNet), documents and procedures in assigned area

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

LocationAmherst, New York, United States of America