Overview:

The Chief of Staff supports the Chief Customer Officer by serving as a trusted thought partner and extension of the executive’s leadership. This role oversees both strategic and operational execution, enabling the executive to operate at scale amid significant enterprise demands. Acting as a key advisor, the Chief of Staff drives strategic initiatives, manages complex bodies of work, prepares executive-level communications, and ensures strong alignment, follow-through, and impact across the organization.

The role functions as a second-in-command, stepping in when needed to represent the executive, convene stakeholders, and advance priorities. The Chief of Staff will play a critical role in shaping strategy, enabling decision-making, supporting high-visibility initiatives, and fostering a strong, inclusive team culture.

Strategic Partnership & Executive Support ​

• Partner closely with the Chief Customer Officer to develop, prioritize, and execute strategic initiatives that drive the bank’s growth and success.
• Serve as a key advisor, providing strategic direction across the daily operations of the executive’s office, including agenda-setting, meeting preparation, synthesis, and follow-up.
• Proactively identify gaps in priorities, resources, and capabilities, bringing solutions forward before issues escalate.
• Ensure the Executive is showing up in the right forums, with the right preparation, insights, and context.

Leadership, Influence & Representation

• Act as a delegate and representative of the Chief Customer Officer in meetings, working sessions, and forums as needed, ensuring continuity of leadership and decision-making.
• Convene cross-functional teams to align stakeholders, drive progress, and resolve issues.
• Help organize, facilitate, and at times lead selected senior leadership meetings, driving clarity of outcomes and accountability for next steps.

Strategy, Content & Insights

• Collaborate with the Chief Customer Officer and key stakeholders to gather data, insights, and perspectives and translate them into clear, compelling narratives.
• Lead the development of executive-level materials and decks for internal leadership discussions and external speaking engagements.
• Organize and synthesize critical information to support efficient, high-quality decision-making.

Enterprise & Special Projects

• Oversee large-scale, high-impact strategic projects, coordinating across functions to drive execution and results.
• Support complex initiatives emerging from the Executive Leadership Team, helping manage extreme workload demands beyond a traditional scope.
• Partner with senior leaders on top local clients and prospects, helping formulate plans and approaches that strengthen key relationships.

Culture & Team Effectiveness

• Serve as a steward of the team’s culture, fostering belonging, celebration, and a “one-team” mindset.
• Help the team operate as a cohesive, high-performing unit amid shifting priorities and demands.

Governance, Risk & Controls

• Handle highly confidential information with discretion and professionalism.
• Monitor key performance indicators and metrics relevant to executive priorities.
• Adhere to applicable compliance and operational risk controls in accordance with company and regulatory standards.
• Maintain M&T internal control standards, including timely implementation of internal and external audit actions and regulatory issues, as applicable.

Additional Responsibilities

• Complete other related duties as assigned to support executive effectiveness and enterprise outcomes.

Education and Experience Required:

• Bachelor’s degree in Business Administration, Finance, or related field and a minimum of 8 years relevant experience, OR in lieu of a degree, a combined minimum of 12 years higher education and/or work experience including 8 years relevant experience

• Minimum of 5 years of experience in a strategic planning, chief of staff, or executive support role within the banking or financial services industry.
• Demonstrated ability to operate as a trusted advisor to senior leaders, supporting high-complexity, executive-level priorities.
• Strong analytical and critical thinking skills, with the ability to interpret financial data and translate insights into executive-ready recommendations.
• Exceptional written and verbal communication skills, with the ability to build strong re