Director – Contact Center Customer Service

**Overview:**

M&T Bank is a bank for communities, focused on serving our customers better than anybody else can. The Director of Contact Center Customer Service leads a large team, managing 4 or more senior leaders who in turn oversee hundreds of managers and bankers in our Contact Centers. The individual in this role shapes culture, drives strategy, maintains high standards of operational excellence, and cultivates and develops talented people.

**Primary Responsibilities:**

+ Inspires and leads a team to deliver world-class service while owning customer experience outcomes across supported channels and customer touchpoints.
+ Leads our effort to provide a world-class and uniquely M&T customer experiences during every interaction through clear vision, strategic prioritization, and rigorous continuous improvement routines.
+ Guides strategic planning efforts to achieve employee experience, customer experience, operational, and financial goals in partne...