DIRECTOR OF CUSTOMER CONTACT INNOVATION & CONTINUOUS IMPROVEMENT

Company: M&T Bank
Location: Buffalo
Posted on: October 2, 2024

Job Description:

Overview:Responsible for leading continuous improvement and strategic innovation work for our M&T contact center. Will use Agile Principles, LEAN Six Sigma, CX Design Principles, and Change Management best practices in consultation with business leaders, technology, and our Contact Center team. This leader will develop strategic recommendations and improve business infrastructure, capabilities, processes, and communication.Primary Responsibilities:

• Deeply understand Contact Center technology and emerging capabilities and trends.
• Prepare recommendations for presentation to senior management for the prioritization and delivery of new capabilities.
• Lead agile teams in the development of continuous improvement initiatives, generally of high complexity, consult with, and influence internal contacts at all levels across the Company, creating value and buy-in as the lead business process improvement transformation partner.
• Lead the process improvement initiatives through the use of measurements, analysis and discussion of process alternatives to arrive at viable solutions and best practices.
• Responsible for measuring, tracking and reporting of benefits on an ongoing basis up through one year after project completion.
• Analyze data in assessing unit performance and opportunities for improvement. Escalate potential risks to senior management.
• 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.
• Promote an environment that supports diversity 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:Manages multiple units with a significant amount of complexity and risk exposure and acts independently. External contacts of the position include customers, vendors, outside agencies and attorneys. This position has interaction with executive management.Education and Experience Required:Combined minimum 13 years' higher education and/or relevant work experience in call center, call center technology, continuous improvement, or bank operations environment, inclusive of a minimum of 3 years' managerial experienceExcellent customer service skills with the ability to use tact and diplomacyStrong knowledge of relevant spreadsheet, word processing, and presentation softwareSix Sigma Black Belt, Lean Certified or Agile certificationStrong analytical and problem-solving skills to properly deconstruct the problem and determine viable solution options using data as a guide.Education and Experience Preferred:Minimum of a bachelor's degree in a technical, finance, or business disciplineMinimum of 10 years' Process Improvement experienceFinancial services experienceSelf-motivatedResults-drivenWell organized individualAbility to think strategicallyPhysical Requirements:M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $118,945.80 - $198,243.00 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.LocationWilliamsville, New York, United States of AmericaM&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.

Keywords: M&T Bank, Rochester , DIRECTOR OF CUSTOMER CONTACT INNOVATION & CONTINUOUS IMPROVEMENT, Executive , Buffalo, New York