Head Of Customer Complaints Intake (people Leadership & Process Reengineering) - Hybrid

M&T Bank

Williamsville, New York, United States of America
Base: $74,600.00 - $124,400.00 annual (usd); bonus...
Hybrid
3+ years complaint management experience
Bachelor's degree or equivalent work experience
Direct supervision of 3-5 team members
This role supports the day-to-day operation and ongoing improvement of the escalated complaints intake process across multiple channels

Job Summary

  • This role supports the day-to-day operation and ongoing improvement of the escalated complaints intake process across multiple channels.
  • The position requires documenting workflows, supporting system enhancements, and ensuring complaints are accurately captured and routed in line with regulatory requirements.
  • Candidates will directly supervise a team of approximately 3-5 Intake Specialists while driving consistency and efficiency in intake activities.

Matching Summary

This role supports the day-to-day operation and ongoing improvement of the escalated complaints intake process across multiple channels.

Salary

Base: $74,600.00 - $124,400.00 Annual (USD); Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • 3+ years complaint management experience
  • Bachelor's degree or equivalent work experience
  • Direct supervision of 3-5 team members
  • Process reengineering in regulated environment
  • Cross-functional collaboration with Risk and Compliance

Nice-to-have

  • Experience supporting system enhancement initiatives
  • Background in Legal or Retail Banking functions
  • Comfort interacting with senior stakeholders
  • Project coordination experience
  • Exposure to regulatory inquiries and audits

Key Requirements

  • Bachelor's degree preferred
  • 3+ years in customer service or compliance
  • Experience in banking or regulated industry
  • Supervisory experience required

Work Rights

Not specified

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