Enterprise Operations Program Buffalo NY

Overview

The Enterprise Operations Development Program - The Contact Center Analysis Track gives participants in-depth professional and analytical experience. It develops leadership and collaborative skills through a defined, customized immersive program. Participants gain exposure to higher level operational aspects of The Contact Center Analysis, work on projects, and provide analytical and operational support under the guidance of a manager or senior analyst.

Primary Responsibilities

• Develop and produce routine departmental reports and spreadsheets, including project or product strategy analyses, historical reporting, and workflow and financial analyses.
• Complete routine analysis and judgment-based work across a single or a few closely related disciplines to support business decisions.
• Complete routine data review, research and/or reconciliation.
• Use technology and data tools to identify opportunities to simplify workflows, automate manual steps, and reduce turnaround times.
• Partner with colleagues to implement process improvements and measure gains in efficiency, accuracy, and customer experience.
• Take a lead role in drafting and editing procedures for your assigned area of TCC.
• Support user certifications and obtain documentation needed for departmental audits.
• Take part in planning, testing, and implementing new projects, systems, products, and regulatory changes within your assigned area of TCC.
• Assist with technical troubleshooting and escalations, coordinating with business partners, vendors, and technology to resolve team issues.
• Participate in Enterprise Operations Development Program activities.
• Understand and follow the Company's risk and regulatory standards, policies, and controls in line with the Company's Risk Appetite. Identify risk-related issues that need escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points and any issues raised by external regulators.
• Complete other related duties as assigned.

Pay Information

M&T Bank is committed to fair, competitive, and market-informed pay. The pay range for this position is $29.57 to $43.99 per hour. Specific compensation depends on the candidate's knowledge, skills, and experience. The range covers all geographic locations, and the pay rate for your location falls within this range and is available from your recruiter.