M&T Bank is seeking a Head of Customer Complaints Intake to oversee and improve the escalated complaints intake process. This hybrid role focuses on enhancing operational efficiency, ensuring compliance, and managing a small team, while requiring a blend of process improvement and people leadership skills
Job Summary
Support the day-to-day operation and ongoing improvement of the escalated complaints intake process, focusing on consistency, quality, and efficiency.
Document and review existing intake workflows to identify inefficiencies, risks, and control gaps, and support updates that simplify intake steps and improve consistency.
Directly supervise a team of approximately 3-5 Intake Specialists, supporting workload coordination, coaching, and day-to-day guidance.
Matching Summary
Match Score: 85
M&T Bank is seeking a Head of Customer Complaints Intake to oversee and improve the escalated complaints intake process. This hybrid role focuses on enhancing operational efficiency, ensuring compliance, and managing a small team, while requiring a blend of process improvement and people leadership skills.
Salary
Base: $74,600.00 - $124,400.00 Annual; Bonus/Equity: Not specified; Benefits: Not specified
Skills & Requirements
Must-have
Process reengineering
Complaint intake management
Regulatory compliance
Cross-functional collaboration
Workflow documentation
Nice-to-have
Data analysis for improvements
System enhancement support
Change management support
Team coaching and guidance
Key Requirements
3+ years of experience in customer service, complaint management, or related role