Head of Customer Complaints Intake (People Leadership & Process Reengineering) - Hybrid

Overview

The Head of Complaints Intake supports the day-to-day operation and ongoing improvement of the escalated complaints intake process. This role blends hands-on process work with coordination across partners to help improve consistency, quality, and efficiency of intake activities across multiple channels.

Complaint Intake Operations & Process Improvement (Initial Focus)

• Support improvements to the complaint intake process by helping move intake activities from manual handling toward more consistent, rules-based processing where appropriate.
• Document and review existing intake workflows to identify inefficiencies, risks, and control gaps, and support updates that simplify intake steps and improve consistency.
• Aid with the configuration, testing, and rollout of intake system enhancements, working closely with technology, data, and operations partners.
• Gather and document business requirements for intake enhancements, participate in user testing, and provide feedback to ensure solutions work as intended.
• Help reduce unnecessary manual intake steps, duplicate controls, and reporting as system capabilities and processes are updated.
• Define and document basic intake rules and exception criteria to support consistent routing and handling of complaints.
• Partner with Risk, Compliance, and policy owners to review intake-related procedures and standards, ensuring updates remain compliant with regulatory requirements.

Operate the Intake Function (Ongoing)

• Support the day-to-day operation of the complaint intake process, helping ensure complaints are received, reviewed, prioritized, and routed consistently to the appropriate Complaint Handling Areas.
• Maintain clear and consistent intake records.
• Track and report on basic intake performance measures, including: Timeliness of intake processing, first-pass accuracy, rework and exception volumes, SLA adherence.
• Review intake trends and performance data to identify opportunities for process improvements, system enhancements, or additional guidance.
• Ensure intake activities support downstream processes such as quality review, root cause analysis, and issue tracking.
• Assist with the review and handling of complex or sensitive complaints as needed, particularly during exception handling, backlog remediation, or process changes.
• Follow established operational risk controls, internal procedures, and regulatory requirements, and support timely resolution of audit or compliance findings related to intake.

Change Support & Adoption

• Support training and communication efforts related to intake process changes and system updates to help ensure processes are understood and applied consistently.
• Document intake procedures, job aids, and reference materials to support consistent use of intake tools and processes across channels.
• Engage upstream complaint sources (e.g., branches, contact centers, executive offices) to address recurring intake documentation or quality issues and reinforce standard intake practices.
• Provide feedback from users and partners on intake challenges or usability issues to support ongoing process and system improvements.

Team Support & Collaboration

• Support the intake team’s day-to-day activities by assisting with workload coordination, process questions, and documentation needs as processes evolve.
• Identify training or guidance needs related to intake quality, exception handling, or updated procedures, and escalate observations as appropriate.
• Collaborate with peers and partners to promote consistent intake practices and a respectful, inclusive working environment.

Scope of Responsibilities

• Support complaints received through multiple channels, including: Regulatory agencies, Executive offices, Bank business units, Contact center, Branch network, Customer surveys, Social media and other digital channels.

Supervisory Responsibilities

• Directly supervise a team of approximately 3-5 Intake Specialists.
• Support workload coordination, coaching, and day-to-day guidance, with team responsibilities evolving as intake processes and tools are updated.

Education and Experience Required

• Bachelor's degree, or equivalent work experience
• 3+ years of experience in customer service, complaint management, customer advocacy, operations, compliance, risk management, or a related role within banking or a regulated industry.

Education and Experience Preferred

• Bachelor’s degree preferred in Business Administration, Finance, Risk Management, Compliance, Legal Studies, Operations Management, or a related field.
• Experience working cross-functionally with Compliance, Legal, Audit, Risk, Technology, or business partners.
• Background supporting operational controls, data quality, and end-to-end process execution.
• Comfort interacting with senior stakeholders and executive offices on intake-related matters.
• Experience supporting or coaching staff in a workflow-based or operational environment.
• Experience improving manual processes and supporting system or workflow enhancements in a regulated environment.
• Experience supporting regulatory inquiries, audits, or examinations.
• Exposure to project coordination, process improvement, or system enhancement initiatives.

Key Competencies

• Strong organizational and documentation skills.
• Sound judgment in regulated environments.
• Ability to analyze data and identify practical process improvements.
• Clear written and verbal communication skills.
• Comfort working across teams and functions.
• Ability to manage ambiguity while following established procedures and knowing when to escalate.

Success in This Role Looks Like

• Complaint intake processes are applied consistently across channels, with improved use of standard tools and procedures.
• Manual intake effort is reduced over time through better use of existing system features and process improvements.
• Intake records are generally complete and accurate, supporting reporting, review, and downstream handling.
• Basic performance measures show improvement in intake timeliness, accuracy, and reduction in rework.
• Older or duplicative intake steps are reduced as processes are updated and clarified.
• Partners and stakeholders experience fewer intake-related issues or delays as processes become clearer and more consistent.
• The intake team spends less time correcting basic intake errors and more time supporting exception handling and quality review.

Work Model & Office Location

This is a hybrid role requiring four days in-office per week. Eligible candidates must live within reasonable commuting distance to either office 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 projects assigned.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,600.00 - $124,400.00 Annual (USD).