Retail Channel Delivery Manager

Overview: Manages the delivery of physical distribution models of the Retail Branch network as well as the delivery of emerging automation solutions and new designs. Serves as owner of the customer and employee experience when physical change is introduced in a market / geography. Champions the Bank's physical distribution and delivery roadmap, prioritizes investments, and evaluates relevant trade-offs to support desired business outcomes. Primary Responsibilities: Owns delivery of physical change across our branch and ATM network; Leads team of Delivery Owners responsible for execution of plans Sets strategic direction for delivery and change management within Retail Distribution including the oversight and management of project plans’ scope, budget and time in consideration of the needs and objectives of the stakeholders. Accountable for all elements of in-market execution of physical layout for the Retail Branch Network (adhering to strategic intent as defined by Channel Strategy) Creates and champions the Bank's physical distribution and delivery roadmap, prioritizes investments, and evaluates investment trade-offs; Defines the vision, manages the work and delivery backlog, prioritizes needs, and oversees deployment stages until completion Gathers and catalogues customer and employee experience feedback and advocates for them within the physical location and makes decisions / tradeoffs accordingly; Serves as voice of the customer within the team Serves as primary communicator between in-market stakeholders and support teams (Construction, Property Management, Marketing, Technology, etc.) Evaluates product progress at each iteration, ensuring alignment with the strategic intent and modifying plans as appropriate Drives capital planning / budget, in conjunction with Channel Strategy, including the governance of capital and project expense; identify process and expense efficiencies; gate-keep project submissions / approvals to ensure appropriate cost controls and tradeoff decisions are being met Leads cross-functional project/change management teams in the retail space Provides feedback and recommendations to management regarding results. Support Regional, Area and Branch managers on network related issues: relocations, renovations, closures/consolidations, new branches, ATMs, market information and reporting Serve as point person in defining the goals and creating a vision for channel delivery, including communicating with stakeholders such as customers, management and the team to ensure the goals are clear and vision alignment with business objectives and strategy Serve as primary liaison with Market and Community Bank Leadership, in addition to partners / key stakeholders, to ensure buy-in on all key decisions from the former and clear instructions and deliverables for the latter. Use a matrixed influencing approach to work with essential business partners throughout the organization. Influence enterprise enablers (e.g. Risk, Compliance, etc.), advocating for the customer benefit of the product Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies. 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. Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations. Managerial/Supervisory Responsibilities: Responsible for managing a team of 2-5 individual contributors. Education and Experience Required: Bachelor’s degree plus a minimum of 7 years relevant experience, or in lieu of a degree, a combined minimum of 11 years’ higher education and/or work experience. Strong verbal and written communication skills Strong organizational skills Strong collaboration skills Strong decision-making skills Strong leadership skills Strong influencing skills Strong interpersonal skills Strong analytical skills Proficiency with personal computers as well as pertinent software packages Specific subject matter expertise as required by assigned product Education and Experience Preferred: Change Leadership / Change Management experience Knowledge of Agile and Lean principles and practices Project and/or Program Management experience Experience working in partnership with user experience teams Understanding of Design Thinking principles Location Buffalo, New York, United States of America