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BMO Financial Group Director – Contract Governance, Risk & Change Management in Brookfield, Wisconsin

The Director of Contract Governance, Risk and Change Management is accountable for building and/or maintaining effective governance, processes, reporting, and oversight with our suppliers as it related to day two support for supplier management. This team works closely with supplier managers within SRM P&BB to

  • Integrate risk management and governance processes for enhanced oversight and execution

  • Streamline and centralize repeatable processes that

  • Create efficiencies and improve quality and consistency through centralized workflow

Strong partnership with P&BB supplier management team and internal CSA areas and service providers ensuring service is delivered according to the contractual service level agreement (SLA), in compliance with Bank policies, principles, guidelines and standards. Accountable to manage and report on supplier and service provider operational performance.

This role is accountable to lead a team of 10-15 resources across Canada and the U.S. and will oversee 3 distinct areas:

  • Change Management: Manage supplier change requests including review, acceptance, implementation and logging of changes.

  • Contract Management/Governance: Onboard suppliers and manage and administer supplier contracts according to the Standard Operating Framework, collect and validate contract obligations, report on supplier performance via dashboards, service reports, and supplier scorecard

  • Risk Management : Regulatory and corporate audits – coordinate requests and documentation related to audits, validate, track, and report on supplier adherence to audit and regulatory compliance requirements.

This role has the accountability for the objective management of the supplier relationships. The supplier control framework will align to regulatory guidelines, BMO Enterprise Standards and Policy and BMO stated risk appetite working closely with Global Third-Party Risk Management (GTPRM) team and Procurement to provide oversight and transparency against key supplier metrics and external market data. High risk suppliers will be managed with specific strategies and compensating controls to minimize risk to business operations.


A. Product & Process

B. Business Performance Management

C. Risk & Control

D. Financial Management

E. Change Management


Product & Process

  • Build and maintain constructive relationships with internal business partners and suppliers and service providers, as the primary Bank contact for service and contract issues.

  • Develop and document effective strategies and an ongoing control framework to evaluate, track and manage a diverse set of supplier relationship.

  • Manage and administer supplier and service provider contracts in accordance with the Bank’s Outsourcing Model:

  • Ensure supplier and service provider policies and procedures (P&Ps) meet Bank legal, control, audit, compliance, risk or privacy mandates and security requirements, and comply with all regulatory and Bank requirements.

  • Provide day-to-day oversight of supplier and service provider services, ensuring adherence to all contracted service levels.

  • Evaluate the overall merits of contracts on a regular basis.

  • Prepare quarterly management interpretation documents.

  • Provide supplier scorecards that objectively and with full transparency assess the ongoing services provided by all suppliers.

  • Complete and submit annual outsourcing attestation.

  • Facilitate, lead, develop and implement service solutions related to Supplier scorecards and dashboard reporting.

  • Lead and facilitate meetings with suppliers and service providers, as required.

  • Identify and recommend business improvement process efforts to senior and executive management related to area(s) of expertise.

  • Develop and maintain relationships with industry contacts (internal and external), regulatory officials and consultants for the purpose of enhancing business effectiveness within the scope of accountability.

Business Performance Management

  • Evaluate, track and manage opportunities for quality improvement; lead the implementation of solutions.

  • Measure, monitor, manage and report on supplier and service provider service delivery performance and quality against SLAs, MSAs BPAs and evolving business needs, providing reports to the manager for the purpose of optimizing operational effectiveness.

  • Provide high level strategic assessment and review of supplier and service provider services to key internal stakeholders and senior management.

  • Assess performance against SLAs/ MSAs/ BPAs.

  • Develop and deliver scorecard-based report which measure and monitor, supplier and service provider service delivery performance and quality against SLAs, MSAs and BPAs (as applicable) and evolving business needs.

  • Develop, implement, review and recommend revisions to the twelve-month business plan, including such things as financial, operational and resource components.

  • Monitor and manage changing business requirements and SLA, MSA and/or BPA quality measure performance, and escalate issues, as appropriate.

  • Develop and implement business performance measures, providing reports and presentations, as appropriate.

  • Support the delivery of exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.

  • Align individual performance goals to team and organizational goals.

  • Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values.

Risk & Control

  • Ensure regulatory/ compliance requirements and procedures are followed.

  • Escalate issues that require resolution by more senior team members, as per guidelines.

  • Identify potential risk indicators and, with business collaboration, lead the development of resolutions/migrants, as appropriate, and ensure contingency plans exist.

  • Monitor and review outsourcing issues for compliance with regulatory and Bank requirements to ensure key controls are followed; escalate issues to the senior manager, as appropriate.

  • Provide information for regulatory reporting and audit queries.

  • Identify and manage potential risks inherent in area(s) of expertise and take appropriate actions to ensure operational integrity is maintained.

  • Validate disaster recovery and business continuity as per Bank requirements.

  • Prepare business continuity and disaster recovery test results for internal reporting.

  • Understand risks inherent in area(s) of expertise and take appropriate actions, including accuracy and safeguarding of all documentation and any other requirements to ensure operational integrity is maintained within the business.

  • Understand regulatory and compliance requirements as prescribed for the business unit, and provide recommendations and implement actions to ensure adherence, as required.

  • Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with the Bank.

  • Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud, robbery, counterfeiting, money laundering or defalcation.

  • Manage risk and minimize losses through monitoring and controlling various reports and taking appropriate action, ensuring compliance requirements, audits and verifications are completed in accordance with the Bank.

Financial Management

  • Participate in annual planning (volumes/ costing).

  • Assess the impact or potential impact of change initiatives on internal business partner financials.

  • Provide oversight to supplier and service provider invoice/ billing to ensure procedures are followed, monitor cost expectations, participate in review of costs, identify and resolve discrepancies, act as the primary contact to resolve billing and payment issues, as required.

Change Management

  • Ensure teams identify change opportunities; support the implementation of and/or implement changes required to standardize processes and to achieve consistency.

  • Develop short and long-term strategic direction for the business unit

  • Lead projects/ task forces, in support of major PO / line of business (LOB)/ enterprise-wide initiatives.

  • Foster an environment of continuous improvement and encourage teams to identify process improvements/new ideas and adopt best practices.

  • Provide support and assistance to the change management process.


a) Knowledge:

  • University degree/college diploma or equivalent work experience

  • Business analysis/ project management experience

  • 7 to 10 years of related customer service and/or operations experience

  • Solid knowledge of standard desktop applications used by the business unit (MS Office)

  • Advanced knowledge and understanding of the business unit’s key products, services, processes and controls

  • Advanced understanding of the business unit’s risk and regulatory requirements

  • Solid knowledge of departmental systems and applications

  • Advanced knowledge of area(s) of expertise, including knowledge of all regulatory and Bank policies related to supplier and service provider services

  • Solid knowledge of industry and banking operations

  • Solid understanding of technology and services provided by suppliers and service providers

  • Advanced knowledge of process and/or project management

  • Advanced understanding of internal business partner’s business, services and organization

b) Skills:

  • Advanced analytical skills, with ability to resolve operating/ technical issues within defined field of expertise

  • Advanced problem-solving skills, with ability to apply analytical, constructive and interpretative thinking to an often-unstructured environment

  • Advanced decision-making skills

  • Advanced investigative skills

  • Advanced change management skills

We’re here to help

At BMO Harris Bank 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 Harris Bank 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.

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BMO Harris Bank 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. BMO Harris Bank N.A. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. 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 Harris Bank does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO Harris Bank, directly or indirectly, will be considered BMO Harris Bank property. BMO Harris Bank 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.