BMO Financial Group Senior Manager & Community Head, North American Treasury & Payment Solutions Client Services & Implementations in Milwaukee, Wisconsin
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.
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
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
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
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.