• Oversee daily activities of a unit of employees to meet the objectives of the assigned department. Serve as Subject Matter Expert, lead, or represent work group on Department and Bank-wide projects, as needed.• Direct staff in the appropriate techniques of customer service or account servicing, as applicable. Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.• Resolve disputed transactions in a timely and cost-effective manner. Negotiate effectively on customer calls.• Compile month-end data for distribution to and decision-making by management.• Provide input to tactical planning and short-term initiatives as needed.• Evaluate unit processes, procedures and policies routinely to increase operational efficiency of units managed.• Maintain established service levels and address escalations to meet defined customer expectations.• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.Identify risk-related issues needing escalation to management.• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.• Promote an environment that supports diversity and reflects the M&T Bank brand.• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.• Complete other related duties as assigned.

• Supervise and coordinate daily workflow to meet the objectives of the assigned department. Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed.• Resolve complex problems arising out of customer account management, either directly or through subordinate staff.• Provide leadership, guidance, feedback and training to staff.• Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department.• Participate in or facilitate process innovation and special projects as assigned by division management.• Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.Identify risk-related issues needing escalation to management.• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.• Promote an environment that supports diversity and reflects the M&T Bank brand.• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

•Schedule, and deliver internal training programs to increase job related skills and knowledge in support Deliver routine classroom and internal training programs at any of several training locations to support needs of assigned business.• Assist in development of appropriate training materials for training classes.• Assist with course evaluations and suggest changes

Outbound/ Inbound Sales

Co-Managed a standalone mobile store supporting the big 3 mobile carriers ( Sprint, Verizon, AT&T) plus the non-contract phone plans.