**Overview:** Provides work leadership over a sub-unit within a division. Performs the most highly specialized duties within the work team, requiring knowledge of the products, regulations and policies pertaining to the work of the sub-unit. **Primary Responsibilities:** + Lead business unit work teams with responsibility for multiple product lines. Monitor and assign workflow. + Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team. + Liaise with first line risk and second line of defense personnel with respect to customer issues. Research and resolve complex internal and external customer issues. + Serve as department lead for special projects impacting the work team. + Provide reporting to work team leadership and prepare monthly departmental reporting for management. + Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies. + 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:** Works under minimal supervision. Internal contacts include unit management and other division personnel. External contacts include attorneys, customers, vendors and outside agencies. **Supervisory/ Managerial Responsibilities:** Allocates work as a team leader of more junior team members; may check on completion/quality. **Education and Experience Required:** A combined total of 4 years of higher education and/or relevant work experience in a call center or bank operations environment, inclusive of 1 years' work leadership experience. Excellent customer service skills with the ability to use tact and diplomacy. Strong knowledge of relevant spreadsheet, word processing, and presentation software, as well as departmental systems. **Education and Experience Preferred:** Bachelor's Degree. Demonstrated work leadership skills. Excellent oral and written communication skills. Strong knowledge of departmental systems, documents and procedures. 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. **Location** Getzville, New York, United States of America M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.