Senior Quality Assurance Manager (Customer Advocacy Program • Escalated, High Risk Complaints) - Hybrid

About the Role :

Are you passionate about driving excellence in customer experience and ensuring compliance at every level? As the Senior Quality Assurance Manager, you will lead a high-impact team within our Customer Advocacy division, focusing on the most critical and escalated customer complaints – those that reach executive leadership, regulators, and state agencies. Your mission : safeguard quality, mitigate risk, and champion the voice of the customer. This role goes beyond traditional quality control. You’ll manage a team of 5-10 dedicated professionals who validate written and verbal escalated, high risk complaint responses for accuracy, clarity, and compliance, while developing and enhancing the complaint program quality framework. The independent quality control function should work with leaders to raise the bar on quality and help increase quality resolutions in service to customer and managing risk. You’ll collaborate closely with Compliance, Legal, Risk, and Root Cause teams to strengthen processes, enhance controls, and ensure regulatory adherence. If you thrive in a fast-paced environment where precision and leadership matter, this is your opportunity to make a measurable impact.

What You’ll Do :

Lead Quality Control Operations : Oversee audits and validations of complex customer complaint resolutions, ensuring accuracy, compliance, and exceptional quality.

Drive Process Excellence : Identify trends, recommend improvements, and implement solutions that elevate customer advocacy and reduce risk.

Collaborate Across Functions : Act as a key liaison with Compliance, Legal, and Risk teams to address audit requests and regulatory requirements.

Coach and Develop Talent : Guide your team in procedural writing, quality assessments, and continuous improvement initiatives.

Champion the Customer : Ensure every resolution reflects our commitment to advocacy, integrity, and regulatory standards.

Education and Experience Required :

Bachelor’s degree, or equivalent work experience

3+ years' in quality assurance, compliance, risk-related roles, or other related experience

2+ years' work leadership and / or supervisory experience

Education and Experience Preferred :

Experience with Escalated Complaints : Background in handling complex customer issues from branches or call centers.

Compliance & Risk Expertise : Strong understanding of regulatory requirements, controls, and risk mitigation strategies.

Process Improvement Skills : Proven ability to identify gaps and implement procedural enhancements.

Exceptional Communication : Skilled in writing, editing, and ensuring clarity and accuracy in customer-facing responses.

Why Join Us?

You’ll be part of a mission-driven team that handles the most critical customer interactions, ensuring trust and compliance at every step. This is a leadership role with visibility across the organization and the chance to shape processes that directly impact customer satisfaction and regulatory integrity.

Work Model / Office Location(s) :

This is a hybrid position requiring three days in office per week. Eligible candidates must live within commuting distance to one of our two offices below :

1100 Wehrle Drive, Williamsville, NY 14221

850 Main Street, Bridgeport, CT 06604

Anticipated Travel Requirements :

Employees in this position should be prepared to travel at least once per quarter within the M&T Bank east coast footprint. Travel may occur more often than this and is based upon the needs of the business and work assigned.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $71,985.72 - $119,976.20 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