BMO Financial Group Senior Manager, CA P&BB, Customer Loyalty in Toronto, Ontario
55 Bloor Street West
Job Family Group:
Strategy & Change
Mandate / Marketability
Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Director, NA P&BB Customer Loyalty (CL), the Senior Manager for CA Personal & Business Banking (CA P&BB) is a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence (COE). This role’s primary accountabilities include:
The optimization, performance management and governance of BMO’s existing CE measures platform for CA P&BB with accountability for all aspects of the program platform including sampling, data integrity, program design, reporting (enterprise and LOB) and insights.
Support the development and implementation of new tools that improve and broaden our senior leadership’s understanding of BMO’s performance on customer experience.
Develop and implement consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.
The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice in coordination with leads for other lines of business.
Identify and implement improvements, standards and efficiency as it relates to all reporting on customer experience metrics (including dashboards, performance trackers and LOB reporting).
Manage select initiatives that drive BMO’s CE and CL agenda.
Critically, this mandate also includes liaising and frequent partnership with internal leaders and LOB CE partners to solve questions and concerns, and build partners’ confidence, related to all aspects of the CE Measures platform, including sampling, fielding, survey design, report delivery, quality control, vendor management and interpretation.
Anticipate and develop strategies to maintain, consolidate or strengthen relationships that are vital to the attainment of overall CE objectives
Maintain a high touch relationship with CA P&BB business partners to ensure requirements are understood, feedback is provided, best practices are shared and integration between Enterprise CE COE and business is seamless and consistent
Understand and prioritize requirements necessary to support LOB understanding of great customer experience at BMO, including competitive insights, interpretation of other industry benchmarks of customer loyalty, and focus and progress of BMO’s enterprise CE agenda
Partner with COE team members to ensure integrated delivery on all CE objectives
Achieve operational excellence in NPS program delivery for CA P&BB
Partnering with LOB CE leads to ensure the enterprise platform drives maximum benefits for the business, with a focus on continuous improvement of sampling, response rates, quality control and reporting
With the Director, NA P&BB Customer Loyalty, develop and maintain the same governance and regulatory standards for customer loyalty measures as required by the Banks’ other performance measures.
Support CL team alignment with business strategy and requirements, maintaining strong protocols and processes to address business changes (i.e. branch closures, unforeseen customer impacts), disputes, and vendor error
Drive insights on customer experience based on trend, lead indicator tracking, etc. to enable quicker business decisions
Maintain highest standards of program delivery
For CA P&BB program, hold all vendors responsible for BMO’s NPS program and voice of customer (VOC) platforms to the highest quality of delivery and in accordance with MSA requirements
Maintain and report regular feedback and track record of vendor improvements with LOB CE leads
With the Director, NA P&BB Customer Loyalty establish and maintain regular cadence of vendor update and evaluation to ensure continuous improvement in CE measures methods and technology, on pace with evolving customer/client expectations and market trends
Responsible for the automation of COE reporting, in partnership with vendor (Qualtrics):
Lead the CA P&BB CL change management, demonstrating value and tracking results
Improve manual processes and create efficiency through report automation
In partnership with LOBs, design and develop the system, process and accountability framework required to ensure the effective cascade, interpretation, aggregation and actioning of NPS results
Enable quicker business decisions by having all the information linked (depth and breadth) and consolidated into one tool
Drive insights based on historical trends and lead indicator tracking
Act as a change leader – understanding and accepting changes required to optimize effectiveness and achieve stated objectives
Accountable for the complete oversight, coordination and monitoring of all aspects of the CA P&BB CL platform including annual planning and quarterly forecasting
Proactively identify opportunities across the NPS program team that improve employee productivity, reduce costs and manage risk
Own the process improvement/automation of LOB CL reporting
Authority to use and access confidential information related to employee metrics, strategy, customer information, product and financial information
Adhere to all regulatory, compliance and operational risk requirements
Influence the allocation of technology funding across businesses
Influence productivity improvements to support LOB priorities
Scope & Impact
Provides support to CA P&BB within enterprise COE (from Executive leaders down through all areas of management)
Oversight on all Operational Risk
Automation of Reports
Process and automation support
Supports Enterprise COE through project prioritization and analysis
Cross Functional Relationships
CA Personal & Business Banking
LOB CE Leads
2nd Line Operational Risk
2nd Line Compliance
Knowledge & Skills
Education – Undergraduate degree in business
Minimum 8 years experience in a similar role
In depth understanding of data, CE analytics, insights and reporting delivery
With the increased emphasis placed on improving productivity and instilling a performance culture, this role requires an individual who:
Is a leader - skilled in adapting how they approach their role as the requirements of the situation change, and a professional who continually seeks new and better ways of attaining goals
Embraces ‘stretch’ assignments, and is confident in acting independently and decisively within their scope of authority
Possesses very strong interpersonal and relationship management /building skills (collaboration and respect, facilitating consensus, resolving conflict, managing complex and sensitive issues, understanding cultural dynamics)
Has highly developed analytical, financial and conceptual skills, and an ability to approach problem solving and decision-making in a distinctive and creative manner
Can provide strong strategic advice, execution, and effective management of major initiatives as well as strategic and tactical counsel to a senior leadership team
Is an effective influencer and communicator (at many levels of the organization) with superior verbal/written communication and presentation skills
Has excellent organizational skills, the proven ability to manage critical/complex projects -- including across functional lines
Successful execution is contingent on many factors including, a well-informed knowledge of strategy and cultural dynamics of the current state (including hidden assumptions), strong analytical and conceptual skills, integrative thinking including the ability to assimilate, synthesize, and reconcile complex information from numerous sources, and strongly developed interpersonal and communication skills
This role operates within an office environment with minimal exposure to discomfort or risk of ill health.
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.