BMO Financial Group Team Lead - Transportation Finance in Mississauga, Ontario
The Customer Care Team Leader is responsible for being a primary resource for team members, promoting teamwork and increasing work efficiency. In this role the Team Leader will optimize the customer experience by reducing non-value add work, seeking solutions to automate processes and implementing strategies to increase efficiency. The Team Leader is responsible for day-to-day subject matter expertise as well as responding to and resolving customer and internal requests as needed. Duties also include training, support, and coaching of employees. The Team Leader is the main point of contact for questions and suggestions and may assist the manager and monitor daily performance of the team through online queue tracking, reports, and other available tools. In addition, the Team Leader will assist the manager in promoting teamwork, identifying risk, ensuring audit compliance, holding team meetings, and maximizing employee efficiency.
Business Delivery and Operational Effectiveness (60%)
Take incoming phone calls on the call queue and resolve and close service requests.
Develop and implement ongoing strategies to improve the customer experience
Track daily performance of customer care team members through reports and other available tools
Identify issues, analyze and determine best next steps for quick and accurate resolution.
Research department effectiveness to avoid unnecessary expenditures
Maintain and develop standard policies and procedures
Implement change management and process improvement initiatives through collaboration with manager
Support managers to attain production goals for the department
Manage customer concerns and escalations as necessary
General Administration (20%)
Prepare, build and distribute regular recurring and ad-hoc reports.
Act as a liaison between customer care, operations and the commercial team.
Actively participate in management and department meetings, as well as committees appropriate for this position.
Delegate specific responsibilities and special projects as necessary
Coordinate work schedules, forecasts resource requirements
Perform quality control, training and problem resolution
Maintain a cooperative work environment to accomplish the assigned work of the team
Assist in Development of High-Performing Team (20%)
Assist manager by leading a diverse team of Customer Care personnel using effective training and coaching techniques
Provide planning, leadership and direction to employees in order to align tasks and assignments with the business goals and objectives
Provide input in the recruitment, selection, retention, rewarding and development of employees
Provides input into the performance management of team staff
University degree/college diploma or equivalent work experience
3 to 5 years of related experience
Good knowledge of standard desktop applications used by the business unit
Good knowledge and understanding of the business unit’s key products and services, processes and controls
Good understanding of the business unit’s risk and regulatory requirements
Good knowledge of departmental systems and applications
Ability to read and comprehend documents and reports
Excellent oral and written communication skills
Ability and willingness to inspire collaborative and engaged teams.
Strong analytical skills, attention to detail and ability to work independently
Strong and decisive problem solver
Proven ability to work effectively in a fast paced and stressful environment
Proven ability to multi-task, prioritize workload and meet deadlines
Proficient PC Skills including but not limited to Microsoft Excel, Word, PowerPoint, etc.
We’re here to help
At BMO we have a shared purpose; we put the customer at the centre 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 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://bmocareers.com .
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.