Sr Branch Ops Coordinator

M&T Bank Baltimore, MD
Retail Banking Division

Full Time Sr Branch Operations Coordinator

37.5 Hours Per Week

Gardenville Branch

Baltimore, MD


Provides leadership and coaching to the branch team with the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. Leads by example in our branch customer experience through lobby management, transactions, and servicing for retail and business customers.


Maintain oversight responsibility for all branch operations (audits, KYC, fraud) as well as escalates risk related issues

Serve as work flow coordinator, creating schedules, attending operations meetings, monitoring branch operating cash (including ATM and teller drawer limits), reviewing teller cash counts, conducting sporadic counts and making recommendations for correction, and following-up with current gain/loss ticket documentation.

Conduct or assign daily huddles (a.m. or p.m.)

Develop, review and/or assign responsibility for daily schedule. Flex schedule based on needs of individual team members as well as needs of the business

Conduct observational coaching on operations activities

Model, coach and reinforce to execution of expected customer service behaviors and customer lobby experience

On-board new employees; orient to culture and operation model

Share knowledge to build expertise of employees to include operations, sales, customer experience, and digital resources

Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.

Serve as customer service referral champion, coordinate branch promotions, ensure brand and merchandising standards are maintained, provide sales and service leadership to the team and ensure consistent execution of all activities.

Perform servicing and transaction duties.

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.


The position is responsible for interacting with appropriate areas of the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. The position serves as leader and coach to the branch team and provides them guidance and direction on daily operational activities. The position works with their branch management regarding new hires and employee relations issues, and follows-up on related corrective action reports. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.


Indirect team/operational leadership


High School Diploma or equivalent (GED) and a minimum of 2 years proven retail branch experience or proven customer service operations management experience.

Proven ability to demonstrate exceptional customer service

Strong organizational, time management and prioritization skills

Ability to interact with varying customers (consumer to small business) and to effectively handle difficult customer conversations.


Associate's Degree

Notary public license

Bilingual based on branch needs

Fundamental understanding of branch profitability


Ability to stand for long periods of time

Prolonged use of hands and fingers

Ability to lift light to heavy objects weighing 5lbs to 30lbs

Ability to read fine print

Ability to interact with customers in an open face-to-face work environment

We encourage candidates with relevant military experience to apply.

About M&T

At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.