Job Abstract

Manages and leads a client service team who participates in the servicing of and relationship management of new and existing Wealth clients. Coaches, motivates, and develops the team to deliver on the Client Service Value Proposition and ensure Client Service Team Standards are met.  Aligns all efforts with the client experience and wealth operating model to ensure team provides superior client service to internal and external clients. Partners with business line management to understand needs of specific markets and adjusts practices and resources as needed to ensure business needs are met.  Utilizes operational, technical, and functional expertise to participate in the development and implementation of policies and procedures that align with all aspects of Wealth Management.  

• Oversee the servicing of the daily transaction needs of Wealth clients, ensuring they are addressed in a timely manner and to the satisfaction of the client.  Serve as escalation point for the resolution of more complex situations. Ensure assigned staff apply sound, independent judgment and take ownership of operational issues resulting from direct interaction with clients or obtained from Wealth Advisors.  Review and approve daily department reports to ensure compliance with operation, security, and audit procedures as well as a positive client experience.
• Create and drive a client-centric service environment, including developing and maintaining a High Net Worth (HNW) and Ultra-High Net Worth (UHNW) Client Service Program that identifies standards, techniques, and performance expectations that support client retention and growth opportunities. 
• Strategize and influence divisional projects and initiatives by leading, creating, and developing collaborative thought leadership and delivering innovative change management on all aspects of client service.  Develop and review project initiatives.  Serve as project lead for division/Bank-wide projects related to improving client service and relationship management.
• Establish client onboarding criteria, referral-based recommendations, and client service scripting standards for HNW and UHNW Client Experience Program to ensure optimization of the client experience to attract and retain clients while contributing to increased revenue.
• Leverage strong working relationships with leadership team to understand specific market environment and goals and create and implement customized solutions specific to the needs of the market and client.
• Initiate communication with Market Leaders regarding escalations, client-sensitive issues, or team behaviors to ensure optimal level of services are provided and any gaps and improvements are addressed.
• Provide data, information, and perspective to contribute to strategic planning and short-term initiatives related to the client service team and systems, operations, compliance and client service standards, metrics, and procedures and by identifying staffing model and workflow efficiencies.  Responsible for execution of department contingency planning and regulatory compliance.
• Remain current on pertinent products and services, internal policies and procedures and external developments, including regulations, which may affect the Wealth client and the Bank.  Collaborate with market leadership on recommendations for new or changed department/division policies and procedures.  Partner with other areas of Client Service, as well as Product and Operations management to influence product and service development by providing the client perspective.
• 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.
• Promote an environment that supports diversity and reflects the M&T Bank/Wilmington Trust 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.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

This position is responsible for ensuring the service provided to their assigned territory meets the needs of the Market(s), balancing Wealth client needs, the broader needs of the organization and the needs of the Service team. The position ensures the team operates following all guidelines while listening to unique needs and ensuring solutions are identified and implemented to satisfy stakeholders. The position works continuously to understand the needs of the Market and build strong relationships with Market leadership. The position communicates process changes, gets feedback and initiates changes and keeps their respective team as well as the Market informed. The position also develops the team to understand Banking and Wealth systems, products, services and technology, monitors progress and identifies learning opportunities and strategies for team and larger market needs.

No. of Staff 10 - 15

Bachelor’s degree and a minimum of 5 years’ experience working with clients in Wealth Management or financial services, or in lieu of a degree, a combined minimum of 9 years’ higher education and/or work experience, including a minimum of 5 years’ experience working with clients in Wealth Management or financial services

Minimum of 1 years’ proven work leadership, supervisory and/or managerial experience

Experience leading a client-centric team

Strong interpersonal skills

Experience balancing competing needs and influencing outcomes with all levels of management

Excellent verbal and written communication skills

Strong organizational skills

Minimum of 7 years' private banking, wealth management, commercial banking and/or retail management experience

Exposure to and knowledge of Bank's retail and commercial banking systems

Knowledge of Private Banking products and services

Ability to work independently and in a team-based environment

Proficiency with personal computers