Contact Center Process Improvement Manager II

Overview:

Responsible for leading significant process improvement projects and initiatives for efforts crossing one or more business lines using a strategic approach.  Uses tools from Six Sigma, LEAN, Project Management, Change Management, and Voice Analytics to consult with the business and executive management to develop strategic recommendations and improve Bank-wide and cross business processes at an enterprise level.  Will leverage Voice Analytics to identify process, CX, and EX improvement opportunities within the voice and chat channels and support the Voice Analytics program at an enterprise level.

Primary Responsibilities:

• Leverage customer contact data, such as operational metrics, voice analytics, and text analytics, to identify process improvement opportunities.
• Direct development of continuous improvement initiatives for multiple enterprise customer contact projects, consult with, and influence internal contacts at all levels across the Company, creating value and buy-in as the lead process improvement transformation partner.
• Lead process improvement initiatives through the use of measurements, analysis and discussion of contact center data and process alternatives to arrive at viable solutions and best practices.
• Prepare recommendations for presentation to senior contact center management for the prioritization and execution of process re-engineering efforts.
• Manage and develop project plans and/or execution framework for assigned activities.
• Identify and document opportunities for process automation (e.g. robotics); develop business case.
• Communicate project status, issues and risks to project sponsor on a regular basis.
• Ensure sustainable measurement systems, such as voice analytics and auto summarization, for key deliverables are in place for each project.
• Develop business case and project benefits and monitor actual results against projected benefits.
• Communicate process re-engineering efforts to senior contact center managers through formal and informal channels to ensure their awareness and support as well as identify any issues.
• Facilitate decision-making sessions with senior contact center managers across multiple areas of the Bank to obtain consensus and direction on organizational change and project and process efforts
• Coach and mentor less experienced process practitioners and business partners in process improvement methodologies
• Drive implementation of solutions within the business where required.
• Responsible for measuring, tracking and reporting of benefits on an ongoing basis up through one year after project completion.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  
• 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.

Scope of Responsibilities:

This position supports the Voice Analytics platform, manages and executes process re-engineering projects impacting multiple lines of business within a division to improve efficiency, reduce expenses and provide improved service to customers.

Supervisory/Managerial Responsibilities:

Not Applicable

Education and Experience Required:

Bachelor’s degree and a minimum of 5 years’ relevant work experience, or in lieu of a degree, a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ relevant work experience

Six Sigma Green Belt, Lean Certified or Agile Certification

Strong verbal and written communication skills

Strong analytical and problem-solving skills to properly deconstruct the problem and determine viable solution options using data as a guide

Experience handling multiple tasks and working under time constraints in support of various assignments

Demonstrated leadership or management experience

Education and Experience Preferred:

Minimum of a Bachelor's degree in a technical, finance, or business discipline

Minimum of 6 years’ relevant experience

Financial services experience

Certified Six Sigma Black Belt

Genesys, CallMiner, and/or Qualtrics

Voice and/or Text Analytics

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $85,104.04 - $141,840.07 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Williamsville, New York, United States of America