Director - Contact Center Customer Service

Overview

M&T Bank is a bank for communities, focused on serving our customers better than anybody else can. The Director of Contact Center Customer Service leads a large team, managing 4 or more senior leaders who oversee hundreds of managers and bankers in our Contact Centers. The individual in this role shapes culture, drives strategy, maintains high standards of operational excellence, and cultivates and develops talented people.

Primary Responsibilities

• Inspires and leads a team to deliver world‑class service while owning customer experience outcomes across supported channels and customer touchpoints.
• Leads effort to provide unique M&T customer experiences during every interaction through clear vision, strategic prioritization, and rigorous improvement routines.
• Guides strategic planning to achieve employee experience, customer experience, operational, and financial goals in partnership with our businesses.
• Creates staffing strategies with Workforce Management using forecasting, capacity planning, staffing models, and analytics to optimize experience and performance, supporting multiple business lines while meeting SLAs.
• Attracts, motivates, coaches, develops, and retains talent while building leadership pipelines and succession plans.
• Meets quality levels and compliance standards per Bank policy, laws, regulations, and investor guidelines.
• Utilizes and shares industry knowledge and best practices to identify opportunities and support corporate priorities.
• Leverages data, analytics, feedback, and frontline insights to drive accountability, improve performance, and resolve customer friction points.
• Maintains strong relationships, alignment, and transparent communication with internal stakeholders and external vendors.
• Evaluates procedures, policies, and journeys to increase efficiency, reduce effort, simplify processes, and maximize effectiveness.
• Leads large‑scale operational, organizational, and customer service transformation initiatives.
• Leads proactive talent management, including plans, appraisals, promotions, compensation, performance management, and succession planning.
• Understands and adheres to the Company’s risk and regulatory standards, policies, and controls per the risk appetite.
• Designs, implements, maintains, and enhances internal controls to mitigate risk and escalates issues to management.
• Promotes a culture of belonging that reflects the M&T Bank brand.
• Maintains internal control standards, including timely implementation of audit points and external regulator issues.
• Completes other related duties as assigned.

Scope of Responsibilities

Manages a large contact center team and portfolio of responsibilities with significant complexity. Provides leadership across complex, multi‑site, multi‑channel operations supporting diverse customer and business needs, collaborating with senior leadership, internal partners, vendors, customers, and external agencies.

Education and Experience Required

• Bachelor's degree and a minimum of 11 years’ experience in a financial institution or a customer contact center.
• Minimum of 5 years of proven and progressive managerial experience with superior leadership in delivering exceptional service in a customer‑focused environment.
• Proven ability to inspire teams, manage through complexity, and navigate conflict.
• Knowledge or quick learning ability of banking principles and product offerings.
• Excellent executive communication and customer service skills with tact and diplomacy.

Education and Experience Preferred

• Master’s degree.
• Excellent verbal and written communication skills.
• Experience managing large and complex teams.
• Customer‑service leadership experience at a leading customer‑centered organization, shaping culture and driving strategy.
• Experience in contact‑center growth, maturation, and transformation.

Compensation

The pay range for this position is $154,700.00 - $257,900.00 Annual (USD).

Location

Williamsville, New York, United States of America

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