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BMO Financial Group Manager, BMO Insurance Service Centre in Toronto, Ontario

Address:

60 Yonge Street

Job Family Group:

Wealth Sales & Service

The Manager, BMO Insurance Service Centre (BISC) will play a key role in supporting the bank's mission of "being there to help". As an integral member of the BMO Creditor Insurance Operations team, this role will manage a team of BISC Analysts who respond to customer inquiries received from our frontline teams, provide excellent customer service to both internal partners and external customers and process a wide variety of complex technical transactions.

  • Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.

  • Ensures alignment between values and behaviour that fosters diversity and inclusion.

  • Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.

  • Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.

  • Attracts, retains, and enables the career development of top talent.

  • Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.

  • Seeks, recognizes and acts upon opportunities to expand business relationships.

  • Acts as first level of escalation for client complaint issues, responding to and resolving complex client inquiries regarding insurance products & services.

  • Develops solutions and makes recommendations based on an understanding of the business strategy & stakeholder needs.

  • Provides advice and guidance to assigned business/group on implementation of solutions.

  • Helps determine business priorities and best sequence for execution of business/group strategy.

  • Conducts independent analysis and assessment to resolve strategic issues.

  • Builds effective relationships with internal/external stakeholders and ensures alignment.

  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

  • Analyzes customer service data and recommends changes to improve the service offered by the unit.

  • Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

  • Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.

  • Manages the workflow for the unit to ensure that client requests are met in a timely manner.

  • Acts as the subject matter expert on technical and product matters to ensure business effectiveness and client satisfaction.

  • Manages within compliance requirements of regulators and internal policies to ensure adherence with strict industry rules and regulations.

  • Defines the operating procedures ensuring that all compliance requirements are met and implements accordingly.

  • Identifies process and service gaps and recommends improvements.

  • Examines all official documents in advance of completing required forms to ensure appropriate authorization is available and follows established guidelines and procedures.

  • Performs defined policy administration tasks and submits for approval as required.

  • Leads/participates in the design, implementation and management of core business/group processes.

  • Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.

  • Acts as the day to day contact for Creditor Insurance partners.

  • Supports the development of tools and delivery of training focused on delivering business results.

  • Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.

  • Follows established procedures in all communications with clients – by phone, e-mail or written – to ensure that compliance requirements are met for all scenarios. Creates and maintains computer records on all systems to ensure accuracy of client information. Recommends workflow improvements to deliver a more efficient operation.

  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.

  • Exercises judgment to identify, diagnose, and solve problems within given rules.

  • Works independently on a range of complex tasks, which may include unique situations.

  • Broader work or accountabilities may be assigned as needed.

Qualifications:

  • Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

  • Previous people manager experience an asset.

  • Knowledge of Creditor Insurance products, process, policies and practices. - In-depth

  • BMO Systems knowledge - In-depth

  • Working understanding of policy contract wording & interpretation.

  • English/French bilingualism an asset.

  • Technical proficiency gained through education and/or business experience.

  • Verbal & written communication skills - In-depth.

  • Collaboration & team skills - In-depth.

  • Analytical and problem solving skills - In-depth.

  • Influence skills - In-depth.

  • Data driven decision making - In-depth.

We’re here to help

At 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://jobs.bmo.com/ca/en.

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 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.

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