Senior Manager, Portfolio and Client Services

Application Deadline :

09 / 19 / 2024

Address :

119 rue St-Jacques ouest

Job Family Group :

Commercial Sales & Service

Provides exceptional, daily operational service support to grow the Bank's market share and maximize profitability of client relationships.

Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions.

Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and / or top tiered clients.

• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Leads and executes business development plans to that business goals are achieved or exceeded.
• Provides overall leadership and strategic direction to team; sets context, direction, accountabilities, tasks, and assignments.
• Develops solutions for customer-specific issues by engaging multiple internal stakeholders.
• Participates on client calls as required.
• Oversees the level of service provided to customers to ensure business objectives are achieved.
• Addresses escalated service issues.
• Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business / group.
• Acts as a subject matter expert on relevant regulations and policies.
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Conducts independent analysis and assessment to resolve strategic issues.
• Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
• Acts as the prime subject matter expert for internal / external stakeholders.
• Manages databases and provides support for analysis, forecasting and / or data visualization, ensuring adherence with data governance standards.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
• Creates policies and procedures to deliver quality client service and products while protecting the Banks' interests and managing risk.
• Develops and administers training programs.
• Documents all standard procedures and processes, and communicates new processes to service and sales staff.
• Provides coverage or back-up support for areas with staff shortages.
• Collaborates with managers to develop and implement processes and procedures that meet client expectations and ensure consistency across the Bank.
• Actively listens to client concerns to diagnose client service needs.
• Facilitates timely client problem-resolution, and engages cross-functional representatives or groups, as appropriate.
• Responds to client concerns in a professional manner that conveys ownership, competence, respect, the value of the client relationship and meets standards.
• Facilitates actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
• Serves as an advocate for individual clients and escalates service problems to facilitate timely resolution.
• Explores and identifies enhancements and cross-sell opportunities to bring forward to appropriate lines of business.
• Operates at a group / enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
• Implements changes in response to shifting trends.
• Broader work or accountabilities may be assigned as needed.

Qualifications :

• Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Seasoned professional with a combination of education, experience and industry knowledge.
• Verbal & written communication skills - In-depth / Expert.
• Analytical and problem solving skills - In-depth / Expert.
• Influence skills - In-depth / Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
• Able to manage ambiguity.
• Data driven decision making - In-depth / Expert.

You're fluent in French and English as this role provides support to clients and team members inside and / or outside the province of Quebec.

Salary :

$84,000.00 - $156,000.00

Pay Type : Salaried

Salaried

The above represents BMO Financial Group's pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure.

Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.

BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards.

BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit : https : / / jobs.

bmo.com / global / en / Total-Rewards

We're here to help

At BMO we are driven by a shared Purpose : Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people.

By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers.

We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs.

From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https : / / jobs.bmo.com / ca / en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives.

Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters : BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property.

BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.