Email Response Manager II – Banking Services – Retail Servicing

Email Response Manager II – Banking Services – Retail Servicing

Requirements

• A combined minimum of 7 years’ higher education and relevant work experience, inclusive of a minimum of 2 years’ work leadership and/or supervisory experience
• Excellent customer service skills
• Prior experience using tact and diplomacy
• Strong knowledge of relevant spreadsheet, word processing, and presentation software as required within unit managed

Responsibilities

• Oversee daily activities and ongoing strategic planning of one or more units within Retail Servicing, ensuring quality standards are maintained in accordance with Bank, Division and Department policy and all activities of the unit(s) are completed in compliance with defined processes and regulations.
• Direct and monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.
• Provide leadership, guidance, feedback and training to staff.
• Compile month-end data for unit activities for distribution to and decision-making by management.
• Interact routinely with Division/Department management to discuss business objectives specific to the unit(s) managed.
• Evaluate unit processes, procedures and policies routinely and approve changes to increase operational efficiency of units managed.
• Maintain established service levels within assigned unit(s) and address escalations to meet defined business expectations.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management.
• 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.

Preferred Qualifications

• Bachelor’s degree
• Call center and/or financial services operations experience
• Excellent verbal and written communication skills
• Strong knowledge of departmental systems, documents and procedures
• Proven experience to motivate team and handle conflict without alienating others