BMO Financial Group Assistant Manager, Client Relationship Team, BMO Investorline in Montreal, Canada
The Assistant Manager,Client Relationship Team, InvestorLine CCC prime responsibility is to providesupport to the CRC Manager with coaching, development, and client supportfunctions for a team of 15-20 Client Relationship Specialists. TheAssistant Manager assists the team in achieving service, and efficiency objectives. The incumbent will be the first point of contact for employee’s questionsregarding products, services, procedures and processes. He or she is also thefirst level of escalation for all client complaints.
As a heavily regulatedindustry, the incumbent is responsible to ensure all internal policies as wellas industry rules and regulations are communicated and adhered to by all teammembers. The Assistant Manager is to act as the gatekeeper and isresponsible for various approvals in order to satisfy industry regulators(IIROC) and strict internal audit guidelines. To ensure compliance,regulatory and risk mitigation requirements are followed, all approvals are tobe carried out using a high degree of due diligence.
The Assistant Manager willwork closely with compliance and be responsible for making all necessarycallouts for various regulatory matters. He or she will investigate,understand, and report all findings to the compliance department. She or hewill also tackle complex situations in the areas of securities/option trades,taxation, corporate reorganization, and credit as assigned.
Flexibility with workassignments and schedules is required as well as the ability to operate inmultiple working relationships/partnerships/environments.
The Assistant Manager willsupport the manager during the hiring and interviewing process, for thedelivery of the coaching model and for specific targeted training.
In the absense of theManager the Assistant Manager will be responsible for leading the team.
Service(Specialists and Clients)
First point of contact for the Client Relationship Specialists around product, service and processes.
First point of escalation.
Assess, understand, and approve high value transactions placed through specialists.
Take “ownership” of customer satisfaction by handling complex and time sensitive problems/issues effectively, with empathy and escalating as appropriate.
Review and approve all direct client communications from specialists (emails, mylinks, letters).
Projecting a positive and professional image showing each customer that they are highly valued, and conducting all communications in accordance with established Customer Conversation Strategy.
Coaching, Productivity, and Sales
Ensuring the team operates within specific productivity targets.
Review calls and service requests (Filenet, NPS call review, targeted coaching).
Track, manage, and coach to call handling metrics and Customer Conversations Strategy.
Support, motivate and coach the team members to achieve individual and team objectives.(i.e sales).
Proactively identify opportunities based on customer transactions to increase BMO share of wallet.
Responsible for contacting clients regarding highly sensitive issues.(AML, IIROC, Compliance, and other regulatory concerns).
Recognizing, investigating, and forwarding matters of concern to the compliance team.
Be an integral part of the de-market process, acting as a liaison between numerous LOBs to coordinate and execute exit strategy.
Other duties as assigned
Special projects /assignments as directed by senior managers.
Providing back up support to Client Relationship Specialists on queues during periods of high call volume.(phone, TMD, mylink).
Assisting other areas as needed (Credit, Re-org, Client Contact).
Support the Manager with the hiring process.
Knowledge and Skills
This position requires a thorough in-depth knowledge and understanding of the investment industry and BMO InvestorLine services and products. With exceptional customer service skills and leadership abilities, the Assistant Manager will assist and support a team of 15 to 20 IIROC licensed representatives.
With a great attention to detail this highly organized individual will demonstrate excellent analytical, interpretative and constructive thinking skills and significant problem resolution experience that will support his or her in depth knowledge and understanding of industry regulations and standards.
Strong ability to interpret industry rules/regulations and apply them in client situations. The ability to take complex information (trading, compliance, etc.) and make it easy for clients to understand.
At least 3 years of experience with BMO InvestorLine or equivalent. Successful completion of Canadian Securities Course, Conduct and Practices Handbook, Derivatives Fundamentals & Option Licensing Course is a must. University degree or equivalent experience. Branch Managers Course required within 6 months of hire.
Excellent communication skills both verbal and written are essential.Strong conflict management/resolution skills are also important.
Support the creation and development of a fun and motivating work environment through coaching and team-building.
Have the ability to effectively and professionally represent the firm to internal and external business partners.
Language skills as per regional requirements.
Strong ability to seek, recognizes, and acts upon opportunities to expand business relationships with clients.
General computer knowledge (Word, Excel, Windows).
Strong knowledge of RIS, Thomson, FileNet, and Broadridge an asset.
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. To request accommodation, please contact your recruiter.
Self Directed Investing