Banking Services Department Manager (Director, Enterprise Payment Operations)

Overview:Responsible for the leadership, oversight, and optimization of all bank-wide payment processing functions. This role ensures the safe, efficient, and compliant execution of payment operations across multiple rails, including ACH, wire transfers, real-time payments, Zelle and digital assets. The Director drives operational excellence, risk management, and continuous improvement while supporting strategic payment initiatives and client service delivery.Primary Responsibilities:Operational LeadershipLead end-to-end payment operations across all payment types:ACH (consumer and commercial)Domestic and international wiresReal-time payments (RTP, FedNow)ZelleDigital assets (stablecoin)Ensure timely, accurate, and efficient processing aligned with service level agreements (SLAs)Oversee daily operations of multiple sites, workflow management, and capacity planningResponsible for all financial planning and performance across multiple cost centersProcess Optimization & Continuous ImprovementIdentify and implement process improvements, automation, and workflow enhancementsDrive operational efficiency, cost reduction, and scalability initiativesEstablish and monitor performance metrics (KPIs, SLAs, error rates, throughput)Lead root cause analysis and corrective action efforts for operational issuesRisk, Compliance & ControlsEnsure compliance with regulatory requirements and industry rules, including:NACHA operating rulesISO requirementsWire transfer regulations (Reg E, UCC)BSA/AML, OFAC, and fraud prevention protocolsMaintain strong internal controls, audit readiness, and governance practicesPartner with Risk, Compliance, and Audit to address findings and mitigate risksOversee payment fraud detection, escalation, and resolution processesClient & Service DeliveryEnsure high-quality service delivery for internal and external clientsManage issue resolution, exception handling, and escalationsPartner with Treasury Management, Commercial Banking, and Retail teams to support client needsImprove client experience through operational excellence and responsivenessTechnology & Systems ManagementPartner with technology teams to support payment platforms, system enhancements, and upgradesEnsure operational readiness for new payment products and servicesSupport implementation of new technologies (automation tools, APIs, workflow systems)Participate in payment modernization initiativesExperience with payments orchestration layer a plusTeam Leadership & DevelopmentLead, mentor, and develop a team of payment operations professionalsEstablish clear goals, performance expectations, and development plansFoster a culture of accountability, continuous improvement, and operational excellenceManage staffing, training, and talent planningVendor & Partner ManagementOversee third-party service providers and payment processorsMonitor vendor performance against contractual SLAsSupport vendor selection, onboarding, and ongoing relationship managementEnsures quality standards are maintained in accordance with Bank, Division and Department policy and all activities of the department are completed in compliance with defined processes and regulations. Work with senior management within and outside of Banking Services and has input to the overall strategic planning of the Division. Identify initiatives that support the bank’s strategic imperatives and specific Banking Services objectives – this includes looking at newer technologies that help grow the business lines supported. 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.Supervisory/Managerial Responsibilities:5 to 10 direct reportsEducation and Experience Required:Bachelor’s Degree and a minimum of 11 years’ relevant work experience or in lieu of degree, a combined minimum of 15 years’ higher education and/or relevant work experienceMinimum of 4 years’ managerial work experienceStrong understanding and practical skills in process improvementStrong analytical skillsStrong, demonstrated leadership skillsEffective communication skills.Experience managing multiple tasks for various projects and/or assignmentsUnderstanding and experience managing budget and/or finances of a unit or multiple unitsEducation and Experience Preferred:Deep knowledge of: ACH, wire, real-time payments, & digital assets, payment lifecycle, settlement, and exception handling and regulatory and compliance requirements related to paymentsExperience with operational transformation, process improvement, or automation initiativesOperational excellence and execution focusRisk and control disciplineM&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $154,700.00 - $257,900.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationAmherst, New York, United States of AmericaSummaryLocation: Amherst, NYType: Full time