190 Customer Service Representatives jobs in Wilmington

Job Overview:

• Manages a group of client service professionals within a part of a large market or region. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.
Principle Accountabilities:
• Manages a staff of client service professionals, providing direction, professional guidance, and developmental opportunities.
• Oversee team workload distribution and proactively manages resource allocation to ensure optimal support across multiple clients.
• Works closely with clients to maximize the value of IQVIA services by translating client requirements into actionable plans and ensuring smooth execution throughout the delivery process.
• Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e., determines responsibilities and periods and negotiates resources with internal departments).
• Supports the development, revision, and ongoing maintenance of client service agreements across business lines, ensuring alignment and consistency in service delivery.
• Leads client account teams to assess needs and communicate insights promptly to stakeholders. Conducts thorough assessments, gathers data from various departments, and accurately conveys information.
• Oversee the team responsible for conducting comprehensive training on IQVIA databases, products, and service protocols (such as report submission deadlines) as required.
• Collaborates with account management to inform pricing strategies by contributing insights and feedback on potential new and existing client opportunities.
• Collaborates cross-functionally to shape and enhance regional and local client service strategies, leveraging insights from client interactions and team performance.
• Establishes and enforces a client escalation process to ensure prompt and effective issue resolution by analysts, escalating as needed to management for timely outcomes and client satisfaction.
• Leads a team engaged in product testing and new solution development, ensuring client-centric innovation through rigorous evaluation, feedback integration, and cross-functional collaboration.
• Leads the recruitment and onboarding process for new analysts, including defining role requirements, participating in interviews, and ensuring smooth integration into the team’s workflows and culture.
• Contributes to and helps lead operational initiatives that enhance the creation of deliverables by streamlining internal processes, aligning resources, and integrating feedback from key stakeholders.

Minimum Education, Experience, & Specialized Knowledge Required:

• Bachelor’s degree or equivalent.
• Minimum of seven (7) years related experience in the service and/or information industry.
• Two (2) years’ experience as an IQVIA Client Service Rep preferred.
• Management experience.
• Pharmaceutical industry experience preferred.
• Three (3) to four (4) years of experience using IQVIA data and products preferred.
• Proficient in PC applications including:
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Teams
• Smartsheet (Preferred)
• Salesforce: (Preferred)
 

Additional Requirements:

• Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data).
• Change management/process analysis skills.
• Effective communication skills, including the ability to train, present and deal tactfully with clients.
• Project management experience in overseeing or contributing to complex, multi-discipline projects.
• Managerial skills, including a strong focus on team building.
• Knowledge of IQVIA databases preferred.

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at 

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

The potential base pay range for this role, when annualized, is $79,600.00 - $221,900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

*MANAGER CLIENT SERVICES*
East Coast Based (NYC or DE)
Required: Hybrid In-Office (4 Days per week)
WHAT IS THE OPPORTUNITY?
This position leads the client and operational services activities of the Middle Market Servicing unit. Responsible for the client onboarding experience for all new clients. Oversees KYC, BSA, document intake/validation, and account establishment. Manages the risk associated with the operational aspects of client relationships and their business transactions. Monitors and maintains procedures and controls to ensure compliance with bank policies and industry regulations. Ensures client centered experience of exceeding expectations is established and transitioned after account opening. Provides support to the Relationship Team (RM, Credit, Treasury, etc.) as needed. This position acts as a liaison to other departments throughout the bank to identify solutions and resolve any opportunities that have an impact on the customer experience.
WHAT WILL YOU DO?
* Oversee client and operation onboarding workflow from initial meeting to client servicing handoff.
* Knowledgeable - Comprehensive knowledge of all aspects of operational banking functions including technical proficiency with legal documentation, KYC, commercial product utilization and basic proficiency with all Treasury/Loan related products. General knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures.
* Responsive - Ensures an exceptional client service experience standard is met. Identifies and escalates exception conditions as appropriate. Advises management on issues affecting client experience ensuring the timely research and resolution of issues and impediments.
* Accountable - Identifies and resolves complaints, problems and/or issues, to avoid financial/key relationship loss to the Bank. Takes appropriate action to prevent future issues as necessary to identify root cause and go forward solutions.
* Engaged - Participates in on-boarding activities independently or with the Relationship Managers, Treasury and Underwriting Teams.
* Risk - Monitors and is accountable for ensuring that the team consistently complies with all City National Bank policies and procedures, established controls, and applicable regulations to mitigate risk.
* Solution Oriented - Identifies and implements new processes and procedures to improve workflow and efficiency.
* Communication - Excellent verbal and written communication skills to effectively interact with all levels of management and staff.
* Establish/Review/Monitor reporting to identify trends with SLAs related to account opening, KYC, product opening, and quality on a regular basis via weekly and monthly reporting and reviews.
WHAT DO YOU NEED TO SUCCEED?
*Required Qualifications**
* Minimum 5+ years experience in commercial/middle market banking client service, operations or relationship management support required
* Minimum 3+ years experience in commercial/middle market onboarding experience required
* Minimum 2+ years lead or supervisory experience
*WHAT'S IN IT FOR YOU?*
*Compensation*Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*Benefits and Perks*
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
* Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
* Generous 401(k) company matching contribution
* Career Development through Tuition Reimbursement and other internal upskilling and training resources
* Valued Time Away benefits including vacation, sick and volunteer time
* Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
* Career Mobility support from a dedicated recruitment team
* Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at AND EQUAL OPPORTUNITY EMPLOYMENT*
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
#LI-ST1

**Job Overview:**
- Manages a group of client service professionals within a part of a large market or region. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.
Principle Accountabilities:
- Manages a staff of client service professionals, providing direction, professional guidance, and developmental opportunities.
- Oversee team workload distribution and proactively manages resource allocation to ensure optimal support across multiple clients.
- Works closely with clients to maximize the value of IQVIA services by translating client requirements into actionable plans and ensuring smooth execution throughout the delivery process.
- Serves as project leader between the client and IQVIA - translates client needs into action plans with the internal service team (i.e., determines responsibilities and periods and negotiates resources with internal departments).
- Supports the development, revision, and ongoing maintenance of client service agreements across business lines, ensuring alignment and consistency in service delivery.
- Leads client account teams to assess needs and communicate insights promptly to stakeholders. Conducts thorough assessments, gathers data from various departments, and accurately conveys information.
- Oversee the team responsible for conducting comprehensive training on IQVIA databases, products, and service protocols (such as report submission deadlines) as required.
- Collaborates with account management to inform pricing strategies by contributing insights and feedback on potential new and existing client opportunities.
- Collaborates cross-functionally to shape and enhance regional and local client service strategies, leveraging insights from client interactions and team performance.
- Establishes and enforces a client escalation process to ensure prompt and effective issue resolution by analysts, escalating as needed to management for timely outcomes and client satisfaction.
- Leads a team engaged in product testing and new solution development, ensuring client-centric innovation through rigorous evaluation, feedback integration, and cross-functional collaboration.
- Leads the recruitment and onboarding process for new analysts, including defining role requirements, participating in interviews, and ensuring smooth integration into the team's workflows and culture.
- Contributes to and helps lead operational initiatives that enhance the creation of deliverables by streamlining internal processes, aligning resources, and integrating feedback from key stakeholders.
**Minimum Education, Experience, & Specialized Knowledge Required:**
- Bachelor's degree or equivalent.
- Minimum of seven (7) years related experience in the service and/or information industry.
- Two (2) years' experience as an IQVIA Client Service Rep preferred.
- Management experience.
- Pharmaceutical industry experience preferred.
- Three (3) to four (4) years of experience using IQVIA data and products preferred.
- Proficient in PC applications including:
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Teams
- Smartsheet (Preferred)
- Salesforce: (Preferred)
**Additional Requirements:**
- Business acumen (knowledge of the pharmaceutical industry, including the applications for IQVIA data).
- Change management/process analysis skills.
- Effective communication skills, including the ability to train, present and deal tactfully with clients.
- Project management experience in overseeing or contributing to complex, multi-discipline projects.
- Managerial skills, including a strong focus on team building.
- Knowledge of IQVIA databases preferred.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. potential base pay range for this role, when annualized, is $79,600.00 - $221,900.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled

Director of Business Development and Client Services - Drug Safety, Toxicology, and DMPK

New England

Title: Director of Business Development and Client Services - Drug Safety, Toxicology, DMPK

Location: Home based (WFH) in northeastern USA (Boston / Cambridge preferred) market area, with sales activity covering New England states.

Reports to: Vice President, Business Development

Compensation & Benefits: Competitive, includes base salary plus performance-based incentive compensation

Company

Frontage Laboratories Inc. is an award winning, publicly listed, full-service CRO/Contract Research Organization operating over 25 state-of-the-art laboratories across the US, Canada, and China, growing significant YoY growth. Our core competencies include pre-clinical, drug metabolism, pharmacokinetics/ pharmacodynamics (PK/PD), safety and toxicology, bioanalytical services, chemistry and manufacturing controls for drug development, and core laboratory services for clinical trials.

Position Summary

The Director of Business Development supports Safety & Toxicology Services business and provides support for client services. Position involves developing and maintaining long-term valued business relationships with both existing and the new customers. The focus of the role is new business development for pre-clinical / non-clinical toxicology and drug safety services in pharmaceutical drug development, and related services including DMPK and related bioanalytical (either directly or via collaboration with business development professionals in the DMPK and BA business units). The position serves markets in the northeastern USA to support our aggressive growth objectives.

The primary target market is small-to-mid biotech and pharma companies in the 'small molecule' space. Some activity in 'Big Pharma' and in large molecule (proteins / antibodies) is expected as we expand our services in that area

Essential Functions

• Meet or exceed sales objectives for assigned region.
• Solicit and develop new business opportunities through direct selling, referrals, trade shows, conferences, meetings etc.
• Meet or visit existing and former customers periodically to reaffirm satisfaction and identify new and expanding opportunities with positive client engagement.
• Develop new business plans for existing customers as well as potential new customers.
• Promptly respond to new BD leads and coordinate with internal support teams.
• Qualify, pursue, and close new opportunities.
• Identify decision-makers and areas of service needs.
• Negotiate and close deals.
• Keep accurate records of calls, meetings, and other activities (call reports) in CRM.
• Develop and maintain an up-to-date pipeline of new business opportunities.
• Assist with preparing proposals, quotes, and customer contracts.
• Develop a comprehensive understanding of all services offered for potential cross-selling opportunities.
• Maintain ongoing communication with clients and operations for ongoing programs and studies.
• Coordinate with other business units for cross-selling, joint-selling, and referrals.

Education, Experience & Skills

• BS or MS in biology, chemistry, or related area.
• 2+ years of demonstrated / documented success in sales / business development with a history of sustainable growth.
• Familiarity with Contract Research, Biotech and Pharma industries with a grasp on preclinical toxicology, both GLP and non-GLP studies or related disciplines.
• Familiar with drug development biology to include toxicology, metabolism, and pharmacokinetics.
• Ability to assess leads, value of new business, craft recommendations through effective written and oral presentations, work with scientific and the marketing teams, and close deals.
• Excellent organization and planning skills.
• Self-motivated and self-directed with an attitude to set higher targets and achieve.
• Strong communication skills in presentation, analytical, sales interview, negotiation and closing skills.
• Proficient in English language
• Working knowledge of Microsoft Office, CRM (Salesforce, Microsoft Dynamics or similar).

Additional requirements

• Must have a functional home office setup.
• Must have reliable means of transportation as needed.
• Frontage will reimburse business mileage for use of personal vehicle. If personal vehicle is to be used for company business, the employee must have a valid driver license and a reliable automobile.

Frontage Laboratories Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

*MANAGER CLIENT OPERATIONS II*
East Coast Based (NYC or DE)
Hybrid In-Office (4 Days per week)
WHAT IS THE OPPORTUNITY?
Leads the client and operational services activities of the Middle Market Servicing unit. Directs and manages the client and operational services of the Middle Market business. This position is responsible for leading the day-to-day service activities related to accounts, treasury, and loans. Oversees all aspects of client experience from service request processing/research, monitoring of request/implementations, and ensuring risk and regulatory requirements are met. Ensures client centered experience of exceeding expectations is maintained after account opening. Provides support to the Relationship Team (RM, Credit, Treasury, etc.) as needed. This position acts as a liaison to other departments throughout the bank to identify solutions and resolve any opportunities that have an impact on the customer experience.
*WHAT WILL YOU DO?*
*Required Qualifications**
* Oversee day-to-day client servicing and operation from client servicing handoff to offboarding.
* Knowledgeable - Comprehensive knowledge of all aspects of operational banking functions including technical proficiency with legal documentation, KYC, commercial product utilization and basic proficiency with all Treasury/Loan related products. General knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures.
* Responsive - Ensures an exceptional client service experience standard is met. Identifies and escalates exception conditions as appropriate. Advises management on issues affecting client experience ensuring the timely research and resolution of issues and impediments.
* Accountable - Identifies, owns and resolves complaints, problems and/or issues, to avoid financial/key relationship loss to the Bank. Takes appropriate action to prevent future issues as necessary to identify root cause and go forward solutions.
* Engaged - Point of contact for all day-to-day activities independently or with the Relationship Managers, Treasury and Underwriting Teams.
* Risk - Monitors and is accountable for ensuring that the team consistently complies with all City National Bank policies and procedures, established controls, and applicable regulations to mitigate risk.
* Solution Oriented - Identifies and implements new processes and procedures to improve workflow and efficiency.
* Communication - Excellent verbal and written communication skills to effectively interact with all levels of management and staff.
* Establish/Review/Monitor reporting to identify trends with SLAs related to account opening, KYC, product opening, and quality on a regular basis via weekly and monthly reporting and reviews.
*WHA DO OYU NEED TO SUCCED? *
* Minimum 12+ years experience in commercial/middle market banking client service, operations or relationship management support required
* Minimum 3+ years experience in commercial/middle market onboarding experience required
* Minimum 5+ years lead or supervisory experience
*Additional Qualifications*
* Participate and/or lead projects that are needed for strategic, regulatory or enterprise related.
* Within authority, perform deposit, treasury and loan operations-related activities to ensure both the client and bank's needs are met
* Maintain up-to-date knowledge of account activity by reviewing various reports and systems. Identify potential problems and take appropriate action necessary to avoid financial loss to the Bank.
* Respond timely and accurately to inquiries from the Bank's Financial Intelligence Unit (KYC/AML) and/or other Support Unit's regarding client transactions and account activity.
* Act as primary liaison between the client and all areas of the bank. Perform follow-up with all client requests to ensure completion and satisfaction.
* Resolve client inquiries and complaints and take appropriate action to prevent future problems.
* All other initiatives or responsibilities as deemed necessary to deliver an exceptional customer experience.
*WHAT'S IN IT FOR YOU?*
*Compensation*Starting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*Benefits and Perks*
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
* Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
* Generous 401(k) company matching contribution
* Career Development through Tuition Reimbursement and other internal upskilling and training resources
* Valued Time Away benefits including vacation, sick and volunteer time
* Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
* Career Mobility support from a dedicated recruitment team
* Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at AND EQUAL OPPORTUNITY EMPLOYMENT*
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

*MANAGER CLIENT OPERATIONS II*
East Coast Based (NYC or DE)
Hybrid In-Office (4 Days per week)
WHAT IS THE OPPORTUNITY?
Leads the client and operational services activities of the Middle Market Servicing unit. Directs and manages the client and operational services of the Middle Market business. This position is responsible for leading the day-to-day service activities related to accounts, treasury, and loans. Oversees all aspects of client experience from service request processing/research, monitoring of request/implementations, and ensuring risk and regulatory requirements are met. Ensures client centered experience of exceeding expectations is maintained after account opening. Provides support to the Relationship Team (RM, Credit, Treasury, etc.) as needed. This position acts as a liaison to other departments throughout the bank to identify solutions and resolve any opportunities that have an impact on the customer experience.
*WHAT WILL YOU DO?*
*Required Qualifications**
* Oversee day-to-day client servicing and operation from client servicing handoff to offboarding.
* Knowledgeable - Comprehensive knowledge of all aspects of operational banking functions including technical proficiency with legal documentation, KYC, commercial product utilization and basic proficiency with all Treasury/Loan related products. General knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures.
* Responsive - Ensures an exceptional client service experience standard is met. Identifies and escalates exception conditions as appropriate. Advises management on issues affecting client experience ensuring the timely research and resolution of issues and impediments.
* Accountable - Identifies, owns and resolves complaints, problems and/or issues, to avoid financial/key relationship loss to the Bank. Takes appropriate action to prevent future issues as necessary to identify root cause and go forward solutions.
* Engaged - Point of contact for all day-to-day activities independently or with the Relationship Managers, Treasury and Underwriting Teams.
* Risk - Monitors and is accountable for ensuring that the team consistently complies with all City National Bank policies and procedures, established controls, and applicable regulations to mitigate risk.
* Solution Oriented - Identifies and implements new processes and procedures to improve workflow and efficiency.
* Communication - Excellent verbal and written communication skills to effectively interact with all levels of management and staff.
* Establish/Review/Monitor reporting to identify trends with SLAs related to account opening, KYC, product opening, and quality on a regular basis via weekly and monthly reporting and reviews.
*WHA DO OYU NEED TO SUCCED? *
* Minimum 12+ years experience in commercial/middle market banking client service, operations or relationship management support required
* Minimum 3+ years experience in commercial/middle market onboarding experience required
* Minimum 5+ years lead or supervisory experience
*Additional Qualifications*
* Participate and/or lead projects that are needed for strategic, regulatory or enterprise related.
* Within authority, perform deposit, treasury and loan operations-related activities to ensure both the client and bank's needs are met
* Maintain up-to-date knowledge of account activity by reviewing various reports and systems. Identify potential problems and take appropriate action necessary to avoid financial loss to the Bank.
* Respond timely and accurately to inquiries from the Bank's Financial Intelligence Unit (KYC/AML) and/or other Support Unit's regarding client transactions and account activity.
* Act as primary liaison between the client and all areas of the bank. Perform follow-up with all client requests to ensure completion and satisfaction.
* Resolve client inquiries and complaints and take appropriate action to prevent future problems.
* All other initiatives or responsibilities as deemed necessary to deliver an exceptional customer experience.
*WHAT'S IN IT FOR YOU?*
*Compensation*Starting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*Benefits and Perks*
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
* Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
* Generous 401(k) company matching contribution
* Career Development through Tuition Reimbursement and other internal upskilling and training resources
* Valued Time Away benefits including vacation, sick and volunteer time
* Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
* Career Mobility support from a dedicated recruitment team
* Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at AND EQUAL OPPORTUNITY EMPLOYMENT*
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

**This role is not eligible for visa sponsorship, meaning you will need to be able to secure and maintain** **work authorization without the need for a written submission by the company to the government agency, or the need for the company to make an entry as the immigration employer of record (e.g., STEM OPT training plan, I-20 Form endorsed for CPT, TN employer, etc.)**
**Overview:**
The Business Technology Program Manager is responsible for supporting business technology programs within the Project Management Office (PMO) of the Institutional Client Services (ICS) business line by assisting in planning, execution, and reporting on key initiatives. This role collaborates with cross-functional teams to ensure alignment with business and technology strategies while driving operational efficiencies across finance, governance, and communications.
**Primary Responsibilities:**
**Program Coordination & Execution:**
+ Assist in managing technology-driven programs and initiatives across ICS functions.
+ Support portfolio, program, and project management activities, ensuring alignment with tech strategy and business objectives.
+ Coordinate program deliverables, ensuring deadlines, budgets, and quality standards are met.
Reporting & Analytics:
+ Track and report on program performance metrics, OKRs, and KPIs to ensure strategic alignment.
+ Maintain dashboards and analytics tools to provide insights on capacity planning, vendor performance, and financial forecasting.
Communications & Stakeholder Engagement
+ Provide and maintain consistent engagement with key stakeholders
+ Acts as the liaison between the Product and Tech team
+ Aligned to ICS Product Owners and their teams
+ Works closely with the technology RTE
+ Chairs/Facilities a variety of ICS governance forums:
+ ICS S3
+ ICS Capacity and Demand Review
+ 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 belonging 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.
**Supervisory/ Managerial Responsibilities:**
+ Responsible for oversight of 2 to 3 large initiatives at any given time
+ Indirect management of team of approximately 20 to 30 business and technology staff.
**Education and Experience Required:**
Bachelor's degree and a minimum of 10 years' proven project management experience,
OR in lieu of a degree,
A combined minimum of 14 years' higher education and/or work experience, including a minimum of 10 years' proven project management experience.
+ Strong knowledge of project management methodology/disciplines.
+ Experienced in leading business driven initiatives with Agile delivery frameworks
+ Strong verbal and written communication skills, particularly an ability to negotiate, influence and gain consensus.
+ Regularly communicates verbally and in writing with executive management on status of initiatives, in a professional and understandable manner.
+ Excellent problem-solving skills.
+ Ability to work individually as well as a member of a team.
+ Self-motivated, results-driven and well-organized individual.
+ Ability to handle multiple tasks and work under time constraints in support of various assignments.
+ Ability to function professionally at many different levels (clients, management and peers).
+ Strong interpersonal skills necessary for business partner relationships within and outside the organization.
+ Ability to build mutual trust and encourage respect; open to diverse points of view.
**Education and Experience Preferred:**
Strong knowledge of Agile Methodology
Project Management Professional (PMP) certification.
Program Management Professional (PgMP) certification.
Master's degree.
#LI-LA1
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $130,840.95 - $218,068.25 Annual (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
**Location**
Wilmington, Delaware, United States of America
M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.