Director – Contact Center Customer Service

Location: Williamsville, New York, United States of America

Salary: $154,700–$257,900 annual USD

Company

M&T Bank serves communities through customer-focused banking products and services.

What you will do

• Lead a large contact center organization through multiple senior leaders, managers, and bankers.
• Own customer experience outcomes across supported channels and customer touchpoints.
• Develop strategic plans covering employee experience, customer experience, operational performance, and financial goals.
• Create staffing strategies using forecasting, capacity planning, staffing models, and operational analytics.
• Build leadership pipelines, coach and develop talent, and manage succession planning and performance processes.
• Lead large-scale operational, organizational, and customer service transformation initiatives while maintaining compliance and internal controls.

Requirements

• Bachelor’s degree and at least 11 years of experience in a financial institution and/or customer contact center.
• At least 5 years of progressive management experience with demonstrated leadership in a customer-focused environment.
• Ability to inspire teams, manage complexity, and navigate conflict.
• Knowledge of banking principles and product offerings, or the ability to learn them quickly.
• Excellent executive communication, verbal and written communication, customer service, tact, and diplomacy skills.
• Ability to work in Williamsville, New York, United States of America.

Nice to have

• Master’s degree.
• Experience managing large and complex teams.
• Customer service leadership experience at a customer-centered organization.
• Experience with contact center growth, maturation, and transformation.

Culture & Benefits

• Focus on belonging and alignment with the M&T Bank brand.
• Emphasis on world-class customer service and continuous improvement.
• Work with senior leaders, internal partners, vendors, customers, and external agencies.
• Operate within established risk, regulatory, audit, and internal control standards.