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BMO Financial Group Manager, Client Experience in Toronto, Ontario


100 King Street West

Job Family Group:

Customer Shared Services

Job Description

Manages day-to-day operations, solves issues, takes proactive and client-focused approach to provide oversight for comprehensive securities analysis, accurate and effective portfolio monitoring and correcting or advise of deficiencies and exceptions. Ensures coordination and provides support for the implementation of change and maintenance activities to support the overall health and compliance with margin lending policies and procedures. . Supports initiatives and operational programs for production support, system enhancements, product upgrades and development. Works across BMO to develop solutions that optimize business processes and improve the overall customer experience.

  • 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.

  • Acts as a trusted advisor to assigned business/group.

  • Influences and negotiates to achieve business objectives.

  • Provides oversight for Margin Lending Transactional Credit process

  • Ensures adequate due diligence with respect to Margin Lending Operating Procedures

  • Provides oversight and support for change management activities related to margin lending

  • Provides oversight and support for the preparation and distribution of weekly and monthly regulatory reporting activities

  • Recommends and implements solutions based on analysis of issues and implications for the business.

  • Assists in the development of strategic plans.

  • Identifies emerging issues and trends to inform decision-making.

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

  • Provides advice on the functionality, applicability, and usability of channel / platform solutions to support business requirements.

  • Assists in the development of strategic plans.

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

  • Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.

  • Ensures alignment between stakeholders.

  • Builds effective relationships with internal/external stakeholders.

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

  • Conducts independent analysis to resolve strategic issues.

  • 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.

  • Coordinates the work of UAT Testers and acts as a senior resource on the team; provides feedback on test plans.

  • Leads problem resolution and recovery meetings and ensures stakeholder alignment on resolution and /or escalation.

  • Leads the design, implementation and management of core business/group processes for margin lending management.

  • Supports development and maintenance of a change / release roadmap / platform activities e.g. Annual programs, upgrades, regulatory changes and projects to support short and long-term business objectives.

  • Monitors and tracks performance on applicable indicators and address any issues.

  • Develops and coordinates the execution of the testing strategy for changes and release updates

  • Executes work to deliver timely, accurate, and efficient service.

  • Supports the tracking, prioritization and resolution of issues related to margin lending / operations.

  • Coordinates maintenance and support activities with stakeholders; deploys changes to the production environment.

  • Develops an understanding of the platform operations and processes; stays current with industry trends.

  • Analyzes data and information to provide insights and recommendations.

  • Executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.

  • Gathers and formats data into regular and ad-hoc reports, and dashboards.

  • Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.

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

  • Provides specialized consulting, analytical and technical support.

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

  • Works independently and regularly handles non-routine situations.

  • Broader work or accountabilities may be assigned as needed.


  • Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

  • Combination of financial services and technology exposure; solid understanding of digital issues/trends understands how to leverage technology for competitive advantage.

  • In-depth knowledge of IIROC rules and regulations as it pertains to regulatory capital requirements

  • In-depth understanding of regulatory and compliance requirements to ensure compliance with applicable rules, internal policies, procedures and guidelines as it pertains to margin lending

  • Familiar with WM Product Operations processes, tools and templates

  • Familiar with Broadridge, Thompson One, MS Office, RIS, BPM

  • In-depth knowledge of financial products (equities, equity derivatives, mutual funds, guaranteed products)

  • Frontline customer service experience.

  • In-depth project management experience.

  • In depth process coordination / process management experience.

  • Deep knowledge and technical proficiency gained through extensive education and 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

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.