BMO Financial Group Team Lead - Treasury and Payment Solutions in Chicago, Illinois
The Senior Implementation Team Leader role is accountable for leading and overseeing a team of implementation professionals located within Canada and/or the US who provide dedicated, value-added and professional implementation support to Treasury & Payment Solutions clients, in the Capital Markets, Corporate Finance Division, Commercial/Business Banking, Small Business and Cross Border segments. The role is also accountable to represent Implementation in providing input to product rollouts, conversion projects and to participate on sales calls and pitches to ensure products developed and sold can be implemented.
The Senior Implementation Team Leader directly contributes to the Bank’s strategy for growing market share and maximizing profitability of client relationships. The contributions are made through the prompt, accurate and successful implementation of products and services, client problem resolution and by ensuring that risk controls are consistently utilized. The Implementation Team Leader is responsible for providing critical insight and recommendations into product performance and market acceptance through client feedback and service analysis. The Senior Implementation Team Leader manages Implementation teams with responsibility for basic to complex or higher risk (e.g. legal, technical) clients, products or processes.
Business Delivery and Operational Effectiveness
Support the group’s goals of delivering a great client experience and meeting financial objectives through timely and accurate implementation of assigned bank products and services.
Ensure customer needs are met or exceeded by providing high quality services and resolving issues in a timely manner.
Meet with TPS Sales Team Leads to discuss sales pipeline, performance metrics, and status of high priority implementations.
Collaborate with TPS Sales and appropriate Implementation team members as a subject matter expert to analyze special client needs and identify customized product/service/documentation options
Identify gaps, issues and best practices by monitoring performance results against targets.
Act as a point of escalation for queries relating to the unit’s functions.
Represent unit/group on new product/process rollout/conversion discussions and disseminate information to the staff. Participate on client calls/interactions representing unit when needed.
Provide ongoing supervision, coaching, training and development to team members. This includes regular coaching sessions, performance management; including PPA’s and individual development.
Forecast and establish the work schedules/priorities of the team, processes for the work group, develop, monitor and track team and individual performance, recommending improvements to processes and providing direction on the day-to-day activities of their respective staff members.
Analyze business as usual metrics / scorecards to identify pain-points, opportunities, and recalibrate performance expectations of the team. Analyze volumes and SLA performance to ensure segmentation is functioning optimally
Monitor feedback collected from client follow-up and surveys. Review all feedback collected, use to identify gaps in the process and opportunities to provide coaching to Implementation staff.
Provide recommendations for promotions, employment and deployment of staff, and employ the appropriate corrective measures as required.
Increase the effectiveness and performance of team members by identifying and closing knowledge and skill gaps.
Risk Management and Control
Engage in and/or oversee agreement negotiations with clients ensuring that the bank’s interests are protected. Involve BMO Harris Legal or external counsel, when necessary.
Identify any process gaps that may expose the bank or clients to risk and take appropriate actions to properly report or mitigate them.
Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to fraud, robbery, counterfeiting, money laundering or defalcation.
Maintain the confidentiality of both customer and Bank information ensuring compliance with Bank Policies & Procedures.
Understand risks and take appropriate actions as they relate to TPS products, including all documentation, and any other requirements to maintain operational integrity.
Change and Innovation
Create a team culture which is dynamic, innovative, fast and entrepreneurial in spirit. The team will provide a consistent, seamless and aligned national client onboarding experience which will deliver competitive advantage in the marketplace and transition the team to a “value added” group that provides timely, accurate and professional service to clients.
Improve operational methods and workflows by identifying, recommending and implementing process improvement initiatives.
Utilize effective change management strategies to achieve smooth adoption and implementation of process and strategic changes.
Undergraduate Degree; law degree and/or law license and legal experience preferred;
5 years of treasury management and leadership experience desired.
Expert knowledge of Treasury & Payment Solutions products and services and/or onboarding processes and requirements
Working to expert knowledge of PC and office automation applications as applicable to perform the job effectively and efficiently.
Multi-tasking, ability to handle/cope with on the job demands
Ability to interpret and negotiate legal terms professionally and effectively (Documentation only).
Ability to collaborate with internal/external business partners to analyze special client needs and oversee implementation of customized product service solutions
Ability to delegate strategically and effectively.
Task management and time management skills as applied to own work (eg. ability to plan work, organize, set priorities, monitor work performance, initiate corrective action, and make effective use of time of subordinates).
Strong customer service skills and relationship building abilities required to effectively handle client escalations and represent the bank on client calls.
Strong people management skills (eg. ability to provide work direction and expectations, performance feedback and recognition, personal & career development etc., as it applies to subordinates). The ability to maintain confidentiality.
Strong communication skills required to provide timely and consistent messages.
Coaching and mentoring skills as applied to subordinates.
Teamwork and conflict resolution skills (eg. ability to participate effectively in work teams, utilize diverse skills of team members, reach consensus on team decisions, recognize contributions of team members, and resolve issues between people and groups, etc.).
Leadership skills in establishing a working climate which stresses the creation and maintenance of a competent, committed and cost effective staff (eg. act as a role model in terms of work habits, customer service and proactive training/learning).
Change management skills (eg. proactive vs. reactive approach, anticipation of changes, planning of change to minimize adverse consequences, advance communications to subordinates, etc.).
Strong analytical skills.
Emotional intelligence and interpersonal skills ( eg. effective listening, diplomacy, objectivity, tact, respect for differing viewpoints, fostering of two way communication, etc.) and the ability to apply them in dealings with subordinates, co-workers and clients.
We’re here to help
At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.
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://bmoharriscareers.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 is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.