Engineering Director: Servicing, Collection and Call Centers Technology

Responsible for Servicing, Collections technology for Direct and Indirect lending products and responsible for Call Center Technology. This role is a point person to Operations from Retail Technology division (Consumer Lending, Consumer and Business Banking)

Manages the activities and strategic direction of multiple departments including indirectly managing several unique types of Engineering and/or Architecture teams. Responsible for the budget of multiple cost centers spanning concurrent development streams. Provides long and short-term strategic direction for the Division with collaboration from Engineering and/or Architecture and Technology senior management team. Serves as primary contact to Divisional peers, Management Group, Bank-wide senior management and business partners. Serves as technology leader and industry expert in assigned domains.

• →Build Technology divisional strategy across departments with peers and Technology senior management leaders. Work with senior management outside Technology to build positive client relationships to support delivery of complex Technology projects and activities.
• →Manage multiple Technology departments and responsible for all financial, compliance, human resources, and risk operations with the departments. Monitor the technology direction of the industry and vendor applications specific to areas and businesses supported. Manage supporting research and initiation of change to the status quo, when necessary to ensure implementation of appropriate technologies. Manage vendor/product analyses and recommendations to ensure delivery of the most appropriate end product based on available resources, inclusive of budget.
• →Manage strategic relationships with vendors and professional organizations to remain current on industry trends and best practices for supported systems and businesses.
• →Oversee systems development activities of assigned teams, including assignment of staff to various projects and ensure their timely completion within budget.
• →Oversee the implementation of technology consistent with Division standards and long-range plans, seeking opportunities to leverage these across other teams as applicable. Ensure activities managed adhere to all Department and Technology standards and procedures, including all documentation requirements to protect Bank interests and serve as a reference source.
• →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 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.

Responsible for Servicing, Collections technology for Direct and Indirect lending products and responsible for Call Center Technology. This role is a point person to Operations from Retail Technology division (Consumer Lending, Consumer and Business Banking)

Oversees a team where the majority of employees are engineers and/or architect individual contributors, or Engineering Supervisors, Team Leads, Managers, and Senior Managers

50 to 100

• A combined minimum of 15 years’ higher education and/or work experience, including a minimum of 4 years’ engineering and/or architecture experience and 11 years' large technology management / program leadership experience including people management
• Proficiency with pertinent project management, word processing and spreadsheet applications
• Capable of working on multiple projects of a complex nature
• Experience on large system enhancements, conversions, and production problem resolution
• Complete understanding of the system development life cycle
• Excellent problem-solving skills to assist in issue resolution
• Familiar with application development software and hardware platforms
• Understands business(es) supported and its’ terminology
• Excellent verbal and written communication skills
• Excellent analytical skills
• Excellent decision-making skills
• Prior experience encouraging teamwork and serve as role model when leading and directing others
• Understands technical, business and operational impacts of a project or problem
• Confidence in leading large numbers of employees (100+) on multiple teams often in different geographic locations and time zones
• Expertise in presenting to senior management

• Master’s degree
• Minimum of 14 years’ technology management or large program leadership experience
• Extensive application, product knowledge experience with skills, application(s) and function of the technology area being led
• Subject Matter Expert understanding of applications supported with an advanced knowledge of interfacing/integrated applications
• Understanding of multiple business area’s functions
• Proven mentoring and leadership capabilities from a project management perspective
• Experience with skills, application(s) and functions of the technology area
• Excellent understanding of the Bank’s application framework