2027 Enterprise Operations Development Program- The Contact Center Analysis Track

Overview:

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

Primary Responsibilities:

• Develop and produce routine departmental reports and spreadsheets, including but not limited to, project or product strategy analyses, historical reporting and workflow and financial analyses.

• Complete routine analysis and judgment-based work over a single or a few closely related disciplines to support business decisions.

• Complete routine data review, research and/or reconciliation.

• Leverage technology and data tools to assist in the identification of 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 assigned area of TCC.

• Support user certifications and obtain documentation necessary for departmental audits.

• Participate in planning, testing, and implementing new projects, systems, products and regulatory changes within assigned area of TCC.

• Assist with technical troubleshooting and escalations, coordinating with business partners, vendors and technology to address issues for the team.

• Participate in Enterprise Operations Development Program activities.

• 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.

• 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 together with any issues raised by external regulators as applicable.

• Complete other related duties as assigned.

Education and Experience Required:

• Bachelor’s or Master’s degree

• Minimum Cumulative GPA of 3.0

• Up to 1 years' work experience

• Outstanding written and verbal communication skills

• Demonstrated interpersonal skills

• Demonstrated analytical skills

• Demonstrated computer skills

• Prior work/internship experience

• Work Visa Sponsorship not offered for this role

Location

About Us

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution.

As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

Ready to join our team? Submit your application today!

If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at careersitesupport@mtb.com for assistance.

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.