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BMO Financial Group Senior Manager & Community Head, North American Treasury & Payment Solutions Client Services & Implementations in Chicago, Illinois

Address:

111 W Monroe - 115 S LaSalle

Job Family Group:

Customer Shared Services

The Client Service and Implementation team in North American Treasury & Payment Solutions (TPS) is a key area of the commercial bank that creates, maintains and evolves all aspects of commercial client experiences. We work on the most interesting, challenging and differentiating opportunities within the Bank. As a North American leader of Treasury and Payment Solutions and commercial payments, we develop, maintain and digitize all aspects of comprehensive customer experience journeys. We support and evolve relationships with all commercial clients – from business banking to Capital Markets.

Treasury & Payment Solutions is a dynamic area due to continuously changing client needs, technology advancements, regulatory changes and competitive market conditions. We are constantly looking for top talent and currently looking to fill a critical customer experience role in our team – Senior Manager and Community Head.

The Senior Manager is responsible for effective management of all aspects of post sales customer onboarding and service journeys. The incumbent will lead a team of 50+ professionals that manage implementations and client servicing for business, commercial and corporate customers throughout North America. This involves end-to-end management of the resources, functions and third parties involved in client solution delivery. The incumbent is also responsible for implementation support, control processes and an effective framework of policies and procedures for the group

This role encompasses effective partnership with multiple stakeholders in order to deliver an optimal customer experience. The Senior Manager is responsible for continuously improving processes based on evolving needs of clients as well as to accommodate product, competitive, and regulatory changes.

Client Onboarding

  • Oversee onboarding of new and existing clients based on Onboarding Methodology. Continuously refine the processes, technology/workflow, practices and tools used by the team to deliver client solutions

  • Develop knowledge of client environments and technical product expertise

  • Understand commercial card products and segment businesses in order to set the strategic direction for the team and to ensure business goals are met

  • Ensure exceptional solution delivery management to meets or exceeds client expectations

  • Develop practices to support various scenarios such as acquisition, retention, cross sell, migrations and other business and client needs

  • Ensure implementations are performed in an efficient and cost-effective manner that is in adherence with risk and control requirements

  • Secure the necessary approvals, requirements and documentation related to implementations of different levels of complexity

  • Establish and manage effective escalation and issue management processes with sales and relationship managers

  • Build and maintain positive working relationships with internal stakeholders, vendors and clients to manage client onboarding in an optimal way

Service Management

  • Ensure the highest quality provision of customer service to new and existing North American TPS customers as defined above of all banking groups, proactive service and advisory/relationship management and issue escalation & resolution.

  • Monitor current service standards and recommend changes to improve overall client service model and infrastructure (i.e., policies, procedures, standards)

  • Governance authority to ensure maintenance of required client support and after sales support to required standards for defined segments.

  • Constantly strive to improve service levels, improve client satisfaction and loyalty scores, while at the same time improving efficiency and managing costs effectively.

  • Ensure the effective collaboration between sales and service teams to ensure a consistent customer experience and identification of upsell opportunities.

Change Management and Continuous Improvement

  • Keep current on new emerging technologies, system enhancements and credit card products.

  • Anticipate business or cross-boundary changes and respond with new tactics and plans to create new processes or improve existing processes

  • Implement changes based on evolving client needs, product changes, partner requirements

  • Measure client satisfaction and develop strategies to improve solution delivery effectiveness

  • Apply lean management principles to streamline processes

  • Actively participate in projects related to TPS or Bank initiatives, new product offerings, technology changes, etc. and provide TPS, Implementation and client perspective to optimize the end-to-end effectiveness, efficiency and client experience.

  • Partner with Onboarding Excellence team, TPS colleagues and others to improve Onboarding Methodology, Process Knowledge Management, metrics and management practices

  • Perform post-implementation reviews and monitoring to obtain client and partner feedback in order to improve delivery effectiveness

Managerial Leadership & Planning

  • Develop and implement a 1-2 year plan for the team while securing required resources to achieve it

  • Effective team leadership to create an environment of high employee engagement

  • Responsible for performance of team against key performance metrics and service levels

  • Manage effective reporting and communication processes for clients, sales, and other stakeholders

  • Develop understanding of product and business strategy to ensure alignment

  • Build and sustain a team that is capable of delivering the required performance expectations. This includes coaching and development/execution of training plans for the team

  • Establish goals and objectives and apply Bank performance management processes

  • Plan and forecast capacity requirements and develop strategies to meet demand

KNOWLEDGE AND SKILLS

Knowledge:

  • 10+ years of experience with comprehensive knowledge of banking environment. Treasury, Payments and Commercial Banking experience is highly preferred.

  • Broad knowledge of Bank products, services, organization and banking group interrelationships

  • In-depth knowledge of the banking business and/or the financial industry

  • Experience in delivery of strategic initiatives or projects impacting people, processes and technology

  • Master of Business Administration is a plus

  • PMP designation is a plus

    Skills:

  • Strong execution focus

  • Ability to integrate and manage programs in a cohesive way

  • Strong interpersonal, communications and influencing skills

  • Proven skills in leading larger teams

  • Highly developed relationship management skills to effectively manage relationships across multiple levels of the organization, across lines of business, across various BMO FG companies

  • Well-developed consulting and change management skills

  • Innovation - ability to conceive and articulate a new way of achieving a result and/or performing work

  • Capable to think strategically and implement strategic vision

  • People manager experience is a must; experience managing managers is strongly preferred

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.

To find out more visit us at https://jobs.bmoharris.com.

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.

BMO Financial Group Serving customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.

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