Operations Manager I/Mortgage Servicing - Delaware
M&T Bank - Millsboro, DE

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Hours: 9:00 a.m. - 6:00 p.m.

Location: Millsboro, Delaware

The Opportunity

Customer Support in M&T Bank's Lending Services Division is responsible for researching and resolving complex mortgage complaints and questions for our Mortgage portfolio. The most escalated and complex mortgage servicing problems are resolved by this team for our customers.

In this leadership role, you will oversee a department of 10+ employees and provide successful management, planning and coordination of a dedicated business unit within a department of the bank. You will provide technical, functional and operational expertise in department work policies and procedures and make recommendations concerning staffing, performance appraisals, performance management, promotions and salary recommendations.

The successful incumbent will develop an engaged team of service associates that exceed M&T’s customer expectations and resolve the most complex mortgage servicing issues while adhering to ever-changing mortgage regulations.

Candidate must be able to demonstrate strong leadership and sound judgment skills given they will be sole management onsite during the second shift. The successful Incumbent must possess the ability to drive results while motivating their team in a way that keeps them engaged and energized to meet the challenges of a demanding service environment. They must have the ability to identify and drive process improvement ideas that improve our customer experience. They must be able to successfully diffuse escalated customer situations and have excellent written communication skills.

Primary Responsibilities

Planning, leadership, problem resolution, analysis and reporting for assigned unit. Ensure that the unit managed is adequately staffed and personnel are well trained.

Review and recommend new methods and procedures of operations to improve efficiency. Provide recommendations for department policy changes and create new unit policy and procedures.

Consult and collaborate with operations staff. Provide input to tactical planning and short-term initiatives and participate in departmental projects.

Ensure unit contingency planning and regulatory compliance.

Support annual budget process and control expenses.

Make recommendations concerning staffing, performance appraisals, promotions, salary recommendations and terminations. Administer Human Resource recommended actions. Oversee training and development of direct reports. Interview prospective employees and make recommendations for hire.

Provide technical, functional and operational expertise in department work policies and procedures.

Basic Qualifications

Minimum of 2 years operations experience

Bachelor’s degree, OR in lieu of a Bachelor’s degree, a minimum of 6 years overall work experience

Minimum of 3 years supervisory/management experience

Proficiency with Microsoft Office Products including: Word, Excel, PowerPoint and Outlook

Ideal Qualifications:
Mortgage Servicing or financial services experience

About M&T Bank

Established in 1856 as Manufacturers and Traders Bank, today we’re the M&T Bank Corporation, one of the 20 largest US headquartered commercial bank holding companies, with current assets of $79 billion (as of June 1, 2011) and over 700 branches, free account access at more than 2,000 M&T Bank ATMs and over 15,000 employees throughout New York, Maryland, Pennsylvania, Washington, D.C., Virginia, West Virginia, New Jersey, Florida, Delaware and Toronto, Canada.


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M&T Bank is considered one of the country's most highly regarded regional banks. We were founded more than 150 years ago in Western New...