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BMO Financial Group Business Analyst, Loyalty Program in Toronto, Ontario

Address:

55 Bloor Street West

Job Family Group:

Customer Solutions

As part of North American Retail Payments (NARP), the Canadian Product Management team (the “Team”) works on crafting strategies, executing cross-functional projects and developing change management plans for some of the most exciting and challenging products within the Bank. Over the past year, the team has redefined the Bank's credit card and loyalty strategy, executed upon BMO’s response to sweeping regulatory changes, led the implementation of aggressive product management practices to simplify and realign value to our products, and worked cross-functionally to focus on cross-business opportunities for growth while putting the customers’ experience first.

The Team’s accountabilities fall under four main areas:

Formulate the strategy for Canadian retail payments products and loyalty programs

  • Develop and maintain an overall product and loyalty program strategy and roadmap

  • Maintain in-depth understanding of evolving customer needs and competitor actions

  • Identify key growth opportunities and business priorities

  • Identify and evaluate the impact of key market trends and policy changes, and formulate effective responses

  • Manage strategic projects and initiatives

Develop and continually enhance product portfolio and loyalty programs with a focus on customer experience and innovation

  • Design and lead the development of new credit card and other retail payment products and loyalty programs

  • Work with BMO’s Partnerships team, Channels team and Technology teams to innovate and develop fundamentally new payment capabilities

  • Identify needs/opportunities to enhance products and loyalty programs, determine required changes to optimize customer experience and business performance, and lead the implementation of those changes

Effectively manage the retail payments to deliver an excellent customer experience and target financial performance

  • Work with colleagues in Retail Payments Acquisition and Portfolio Management to drive target financial performance and other key metrics, including revenue, profit, customer acquisition, customer retention, spend growth and balance growth and market share

  • Manage strategic relationships with several key partners and vendors

  • Continually enhance the customer experience, address customer irritants and resolve customer escalations

  • Regularly review and improve policies, procedures and processes to enhance the customer experience and drive efficiencies

  • Effectively manage risk and ensure compliance with all laws, rules and BMO policies

  • Drive improvements in the effectiveness of the Payments Products organization

Work with cross-functional teams from across the bank to define and execute

  • Lead projects and act as subject matter expert on key initiatives

As a Loyalty Program Business Analyst in the North American Retail Payments (NARP) group, you will play a critical role in gathering relevant data and analytics to inform business strategies , drive customer engagement and proactively improve on our Rewards program customer experience. The successful candidate will be curious, detailed, and passionate about how data provides insight into business performance, and make recommendations to improve rewards program and customer operations while enhancing the current reporting processes and portfolio.

The Analyst will support the overall management of the Rewards Program infrastructure, working with multiple external partners and internal business functions to review the health of the Rewards Program, and inform on any key insights to trends.

This role will provide exposure to the varied elements of rewards, customer and product management and provide an opportunity to build rewards and product management skills and experiences.

KEY AREAS OF ACCOUNTABILITY

  • Interpret and synthesize existing reports on financial performance and identify key insights to manage the business more effectively

  • Assist with and lead Rewards program and product escalations through to customer resolution

  • Contribute to definition of program and customer experience and business objectives

  • Contribute to all phases of rewards, campaigns and customer engagement management (ideation, planning, targeting, measurement, recommendation) with a focus in pre-analysis and post-analysis

  • Work collaboratively with Loyalty Vendors, and internal business partners to clearly define analysis / campaign scope, objectives, targeting & measurement strategy

  • Automate and make process and tool improvement suggestions to drive operational efficiency

Product/loyalty program support & operations

  • Support rewards team in enhancing product, program and customer engagement

  • Support Managers in effectively managing the credit card portfolio to achieve business objectives

  • Support Managers in managing partner and vendor relationships

  • Proactively seek opportunities to enhance the customer experience

  • Regularly review and improve policies, procedures and processes to enhance the customer and sales and service employee experience and drive efficiencies

  • Establish and maintain effective working relationships with key stakeholders across North American Retail Payments and other businesses groups

  • Investigate product or loyalty related issues and manage from end to end any additional initiatives/campaigns required due to correct a system/customer communication issue

  • Investigate product or loyalty related customer escalations/complaints and recommend course of action to resolve

  • Research and monitor market landscape for key learning and insights

  • Collaborate to ensure 'shared learning's' across team

Knowledge

  • Minimum undergraduate university degree; business, marketing, engineering, math, or emerging technology field preferred

  • Relevant experience in Rewards Programs, Payments, Financial Services or Technology industries is an asset

  • Experience with BMO systems and/or credit card industry systems is an asset

Skills

  • Strong focus on the customer and ability to view things from the customer’s perspective

  • Strategic thinker with outstanding problem solving skills

  • Strong quantitative, analytic and economic modeling skills

  • Ability to utilize strong written and oral communications skills in a composed and professional manner

  • Ability to establish conducive working relationships with partners and managers across different business units and groups

  • Team-oriented, collaborative and flexible, with an ability to function in an agile environment

  • Results-oriented and self-motivated with a commitment to excellence, high level of enthusiasm and a willingness to learn

  • Takes ownership and is able to work independently

  • Creative, lateral thinker with ability to deal with ambiguity

  • Well organized with effective project management skills, time management skills and the ability to work under tight deadlines

  • Strong attention to detail

  • Proficient with standard Microsoft Office software, including intermediate skills with excel and pivot tables in the analysis of data

We’re here to helpAt BMO 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 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.

BMO Financial GroupServing 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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