Senior Project Manager - Office of Customer Advocate

M&T Bank - Buffalo, NY (30+ days ago)3.7

Senior Project Manager - Office of Customer Advocate-3DHPS

Basic Function:
Responsible for providing the strategic direction and management of the planning, development and implementation of various projects and initiatives in support of department or division. Takes projects from original concept through final implementation. Interfaces with all areas affected by the project including end users, distributors, and vendors. Ensures adherence to quality standards and review project deliverables. Typically will manage the most complex, critical and highly visible projects at both the division and/or bank-wide level. Communicate with senior managers regarding the status of specific projects.

Position Responsibilities:
Manage the planning, development and implementation of various projects and initiatives in support of the department and/or division. Develops project plans ensuring activities to be performed, estimated time frame and effort, and other pertinent information is covered. Manage the day-to-day project activities.

Develop and implement a new Enterprise-wide Complaint Case Management System. System will require the ability to integrate with and launch from various systems of record across the organization, custom workflow rules and data fields, and reporting functionality.

Enhance Third Party Service Provider complaint sustainability program by partnering with Vendor Risk Management to incorporate Third Party Service Provider complaints into BAU Vendor Risk Mgmt governance and oversight process, develop/enhance feedback mechanisms to improve data captured by Third Party Service Providers, and facilitate implementation of new TPSP complaint capture system.
Assess Back Office complaint workflow process to determine process improvements. Develop and implement an action plan.
Direct and monitor resources which may or may not include direct supervisory responsibilities, but rather participants’ project activities to ensure completion of project(s). Provide input to managers on project participants’ performance appraisals as requested.

May be responsible on an individual basis for directing the most complex, critical and highly visible projects for division and/or bank wide in size. Will facilitate project meetings and publish meeting minutes. Tracks issues and resolution.

Develop and produce complex ad hoc and automated departmental reports and spreadsheets to include but not limited to project or product strategy analysis, profitability, historical reporting, work flow analysis, and financial analysis.

Manage budget, P&L reporting and other business reporting.

Report variances to senior management. Make recommendations on variances and methods to increase efficiency, lower costs, etc.

Implement recommendations upon senior management approval.

Research and gather business and financial information regarding business results. Perform complex analyses to support business decisions. Provide feedback to management regarding results. Make recommendations on findings to management. Design and implement complex and highly specialized PC based models to support business decisions, making recommendations to management based on research and financial analysis.

Develop a thorough and expert understanding of the business and its functions, processes and operations.

Keep abreast of business and market trends that may affect the business/department.

Define and participate in the achievement of short and long-term business objectives.

May be involved, to some extent, in some or all of the following: (i) setting policy or developing and overseeing the implementation of procedures or controls related to compliance requirements within the overall business processes; (ii) directly or indirectly monitoring functions that, on a day-to-day basis, ensure that the procedures and controls are functioning as designed (e.g., reviewing and resolving exception reports or ensuring that exception reporting is occurring and/or providing reporting and trending of data for management), (iii) developing training of business line personnel regarding procedures and controls designed to ensure compliance with laws and/or regulations, (iv) performing or overseeing embedded compliance self-testing, or (v) managing examinations or audits involving regulatory matters and any resultant corrective actions.

Exercises the usual managerial authority with respect to hiring, termination, performance evaluations, and salary recommendations. Ability to provide coaching, mentoring and feedback to direct reports. Perform other assignments/projects as requested by management.

Nature and Scope:
Under general direction of a Program Manager, leads and directs high-priority projects, which often require considerable resources and high levels of functional integration.

The position requires substantial interaction with internal contacts at senior management level, as well as external contacts in order to obtain pertinent information.The position acts as liaison between department and other bank personnel on various projects. The incumbent is responsible for the overall coordination and management of projects at the division and department level to include day-to-day project supervision of project participants. This position will be responsible for concurrently managing large scale projects. Will need to know how to work within the organization and gain an understanding of the perspectives of others.

Minimum Qualifications:
Bachelors degree in an applicable field such as Business, Finance, Statistics, Marketing, or MIS, or the equivalent in work experience.

A minimum ten (10) years experience in field.

A minimum of seven (7) years banking industry experience.

Ideal Qualifcations:
Advanced degree preferred.

Minimum seven (7) years prior departmental experience.

Excellent oral and written communication skills.

Strong analytical ability and creative problem solving skills.

Ability to interact effectively with all levels of personnel.

Excellent project management skills.

Technical Skills:
Highly skilled proficiency in the use of spreadsheets, graphing, and presentations with a working knowledge of financial models.

Excellent knowledge of Windows and PC software programs.

About M&T
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.

Primary Location: New York-Buffalo-One M&T Plaza
Job Field: Administrative and Support Services
Schedule: Full-time
Job Posting Apr 12, 2018, 1:59:07 PM
Unposting Date Ongoing