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BMO Financial Group Senior Manager, Digital Adoption in Toronto, Ontario

Address:

55 Bloor Street West

Job Family Group:

Customer Solutions

Description

The Senior Manager of Digital Adoption reports to the Head of Everyday Banking Products in Canadian Personal Banking. This role is responsible to develop and execute the integrated plan to drive retail customers to adopt the online and mobile banking channels.

The Senior Manager develops the integrated plan to introduce new customers to digital channels and to encourage existing customers to migrate transactions from assisted channels to self-serve channels. Key levers include frontline training and incentives, customer communications and marketing, improvement of digital capabilities and product features, and process digitization. This role is responsible to lead the digital adoption program, including measuring and explaining performance, rallying the cross-functional team and coordinating efforts across many initiatives, and communicating progress in multiple forums across the organization.

The Senior Manager will collaborate with members of the Everyday Banking Products team, and with internal partners, such as Customer and Channel Analytics, Leads Management, Marketing, Digital, Process Digitization and Workforce Effectiveness.

Key Accountabilities

  1. Strategy
  • Proactively identify and prioritize opportunities to improve digital adoption

  • Develop the integrated strategy and roadmap to improve capabilities

  • Establish priorities and drive execution with key partners

  1. Initiatives
  • Lead the implementation of complex projects with large multi-functional teams, through ideation, requirements, implementation and change management

  • Monitor progress against project plans to ensure completion

  • Proactively solve issues and eliminate obstacles

  1. Program Management
  • Develop reporting framework to measure performance and explain results

  • Rally cross-functional team and coordinate efforts across many initiatives

  • Communicate progress in multiple forums across the organization

Qualifications

Experience and knowledge

  • 7+ years of experience in retail banking strategy and/or product management, as a bank employee or consultant

  • Strong experience in strategy, business casing, management of cross-functional programs, customer experience design and workforce effectiveness

Skills

  • Distinctive problem solving skills and ability to think strategically

  • Robust analytical skills

  • Proven project management and change management skills

  • Highly developed relationship management skills

  • Strong verbal and written communication

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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