Susan Hastings
Depew
Summary
Accomplished professional with expertise in identity and access management at M&T Bank, enhancing security compliance and operational efficiency. Proven leader in team management and customer service, streamlining processes and reducing access provisioning time by 30%. Strong analytical skills and effective communication drive successful cross-functional collaboration and innovative problem-solving.
Overview
25
25
years of professional experience
Work History
Technology Identity and Access Manager
M&T Bank
09.2023 - 07.2025
- Managed user access requests and permissions within internal systems.
- Ensured compliance with security policies and procedures during access management processes.
- Collaborated with IT teams to resolve access-related issues efficiently.
- Conducted regular audits of user access rights to maintain data integrity.
- Assisted in developing training materials for staff on access management protocols.
- Streamlined onboarding process by implementing standardized access provisioning workflows.
- Ensured compliance with industry regulations by regularly updating and documenting access management policies.
- Streamlined user provisioning processes, reducing time spent on granting or revoking access privileges.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Operations Manager
M&T Bank
07.2012 - 09.2023
- Streamlined inventory management processes to enhance operational efficiency.
- Coordinated cross-departmental communication to improve workflow and reduce delays.
- Implemented standard operating procedures to ensure compliance with safety regulations.
- Monitored performance metrics to identify areas for improvement and optimize operations.
- Developed training materials for new employees, enhancing onboarding experience and productivity.
- Facilitated problem-solving sessions to address operational challenges and implement solutions.
- Analyzed workflow data to support decision-making and improve overall operational effectiveness.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
Business Systems Analyst
M&T Bank
09.2011 - 09.2012
- Analyzed business requirements and translated them into functional specifications for system enhancements.
- Collaborated with cross-functional teams to identify process improvements and streamline workflows.
- Developed and executed test plans to ensure system functionality met business needs.
- Facilitated user training sessions to enhance understanding of new systems and processes.
- Created detailed documentation for system processes, ensuring compliance with industry standards.
- Managed multiple projects simultaneously, consistently meeting deadlines while maintaining a high standard of quality workmanship.
- Identified critical issues within existing systems, providing recommendations for resolution and prevention of future problems.
- Identified needed business improvements and determined appropriate systems required to implement solutions.
- Created and maintained standard operating procedures governing system functions and features.
Customer Care Manager
M&T Bank
09.2000 - 09.2011
- Led customer care team to enhance service delivery and operational efficiency.
- Developed training programs to improve staff knowledge and customer interaction skills.
- Implemented quality assurance processes to ensure consistency in customer support.
- Analyzed customer feedback to identify trends and drive service improvements.
- Established strategic partnerships with internal departments to enhance customer experience initiatives.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
- Established positive relationships with clients, leading to increased customer loyalty and retention.
- Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problem solving.
- Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
- Reduced staff turnover rates by fostering an inclusive workplace culture and prioritizing employee well-being initiatives.
Education
Associate of Science - Business Administration And Management
Erie Community College
Williamsville, NYSkills
- Privileged access management
- Identity and Access management
- User provisioning
- Effective written and verbal communication
- Effective problem solving
- Team management
- Math skills and analytics
- Strong leadership
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
Accomplishments
- Supervised team of 24 staff members.
- Proficient Microsoft Excel Skills
- Collaborated with team of 6 in the development of System Access Tracker.
Timeline
Technology Identity and Access Manager
M&T Bank
09.2023 - 07.2025
Operations Manager
M&T Bank
07.2012 - 09.2023
Business Systems Analyst
M&T Bank
09.2011 - 09.2012
Customer Care Manager
M&T Bank
09.2000 - 09.2011
Associate of Science - Business Administration And Management
Erie Community College
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