Head of Wealth Administration & Client Service

Overview:Provides strategic direction for, and manages the planning, developing, and implementing of resources and initiatives in support of Division priorities by leading the client experience and national sales administration, lead generation opportunity, learning and development, financial planning team, as well as other administrative duties for US Markets. Ensures consistent delivery of effective and efficient solutions across Wealth Markets and Signature Services by functioning as the conduit between the Wealth Markets, Wealth Market Leaders, cross-functional Bank business partners and Wealth Management leadership. Oversees the short- and long-term strategic direction for centralized fiduciary and investment services client segment of the Affluent Market within Wealth Advisory Services. Leads initiatives representing the Division at the Bank level and represents the organization with vendors, associations, and regulatory bodies. Partners with Head of US Markets and Wealth Senior Leadership Team to set the strategic direction, policies, and guidelines for leading the growth of the Wealth business and the talent strategy for hiring a successful sales team of Wealth Advisors. Partners with Head of US Markets to drive performance, identify opportunities, growth, profitability, risk management and innovation. Responsible for the delivery of all client service across the HNW (High Net Worth) and UHNW (Ultra-High Net Worth) segments. Primary Responsibilities:Develop a client service mindset with clear operating roles, goals and a consistent delivery of the WT (Wilmington Trust) experience across all markets. Lead the identification and implementation of large-scale process improvements across all client service functions, including Trust Administration and Signature Services. Oversee all aspects of the client service function for US Markets. Work with Market Leaders to ensure a best-in-class client experience is provided.Oversee all aspects of the management, strategy and execution of the centralized fiduciary and investment services client segment of the Affluent Market within Wealth Advisory Services. Lead initiatives for growing business overall and partnering with Wealth Market Managers to improve the talent acquisition of Wealth Advisors, their productivity and expansion of our client-centric, team-oriented sales process, ensuring the comprehensive services and capabilities of our organization are presented uniformly and consistently in every opportunity across the organization. Manage the strategic design of programs, resources, and tools that enable and develop talent across the Division. Ensure the sales leadership team has appropriate ongoing training, coaching and development for the constantly changing marketplace. Direct a team that creates and delivers all related training content.Oversee a team responsible for analyzing opportunities, shaping strategy, and recommending solutions to position Wealth Management to take advantage of changing market conditions, including sales and service model development, optimal staffing model/resource utilization creation and go-to-market strategies.Provide leadership and direction on the Division’s strategic roadmap in support of the Wealth Markets on process, technology, innovation, analytics, learning, and national sales efforts. Develop strategy, service models, technology roadmap, and process improvement initiatives to execute the strategic direction and profitability for the Division.Work with Wealth Senior Leadership Team (SLT) and Market Managers to contribute to strategy development, new initiatives, and special projects with the goal of delivering the full range of Wealth solutions to clients and communities, drive innovation to advance and evolve the sales culture to improve profitability, as well as develop and implement plans for broader operational infrastructure of systems and processes to support growth and profitability.Oversee activities and accomplishments to optimize overall sales results. In conjunction with the Wealth Sales leadership team, oversee market performance to ensure clear performance expectations and realistic goals are designed, implemented, and consistently managed for profitability at an individual and market level.Oversee and develop Wealth communications to support change management and learning opportunities across the Division.Responsible and accountable for annual budget process, requisition approval, and appropriate level signing authority. Contribute to divisional three-year plan on revenue and expense expectations.Represent the firm in advisor and regional meetings, presentations, firm-hosted events, hospitality functions, and industry conferences to expand the network for business opportunities. Represent the Bank in the community, including membership on external boards, committees and industry associations, as well as with government and regulatory bodies.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 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.Scope of Responsibilities:This position oversees all aspects of the client service experience for HNW and Signature Services Clients. This includes building a consistent and efficient model that supports our revenue goals in the attraction and retention of clients.Supervisory/Managerial Responsibilities:No. of Staff – 12 direct reports; full team of ~170 employeesEducation and Experience Required:Bachelor’s degree in Business, Finance, Economics, or related field and a minimum of 13 years’ broad-based banking experience, inclusive of multiple businesses or a combination of sales and support functions, or in lieu of a degree, a combined minimum of 17 years’ higher education and/or work experience, including a minimum of 13 years’ broad-based banking experience, inclusive of multiple businesses or a combination of sales and support functionsMinimum of 6 years’ proven and progressive wealth management managerial experienceKnowledge of banking credit principlesDeep expertise in brokerage, wealth and investment productsExcellent verbal and written communication skillsOutstanding interpersonal skillsStrong relationship management skillsDemonstrated success and regard as a leader among industry peers and trusted resource to advisors, internal partners and external Centers of InfluenceExcellent organizational skillsExcellent planning skillsStrategic thinkerEducation and Experience Preferred:Master’s degree in Business Administration (MBA)Minimum of 15 years’ broad-based banking experience, inclusive of multiple businesses or a combination of sales and support functionsSignificant Wealth Management experienceSignificant mentoring experienceCertified Trust and Financial Advisor (CTFA) Certified Financial Planner (CFP), Certified Public Accountant (CPA) and/or similar designations#LI-LA1#WTM&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $221,300.00 - $368,900.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.LocationWilmington, Delaware, United States of AmericaSummaryLocation: Wilmington, DEType: Full time