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BMO Financial Group Manager, Client Services in Windsor, Ontario

Description:

The Manager, Client Services (MCS) leads a team of Client Service Officers (CSOs) and Treasury & Payments Analysts (TPAs) in a defined Business Banking Community. The team is accountable to deliver an exceptional client experience to new and existing clients and provide sales and service support to the Business Banking Community on a range of business banking deposit, investment, as well as treasury & payments solutions.

The MCS will continually assess and improve the fit-to-role, skilled knowledge and individual performance of their direct reports using coaching as a key lever. The role will ensure that approved work processes for sales, service, and operational effectiveness are executed within national service and support standards, while looking for opportunities for improvement. The MCS continuously monitors, assesses, and manages risk within the team ensuring adherence to operational risk, regulatory, and enterprise requirements, taking appropriate action(s) and/or escalating to the appropriate parties as required.

Contributes to the overall strategic direction of the Business Banking Community as a member of the Community Leadership Team which includes Vice President Business Banking, Vice President Treasury & Payments Solutions, Sr. Manager, Portfolio & Client Services, and Sr. Manager, Training & Development. Understand the different client segments and strategies they support and to work with Business Banking Community partners to develop and provide recommendations to the annual business and resource plans for their team and the Community overall.

Managerial Leadership

  • Lead and manage their team to achieve strong client satisfaction and loyalty, while demonstrating personal support of the principles of Being BMO.

  • Establish goals and priorities for each direct report to ensure business objectives, individual targets, processes, and workflows are clear, consistent and effective.

  • Review progress to plans and targets, oversee implementation of actions necessary to correct issues in client experience, sales performance, and productivity or risk areas and effectively manage performance as needed.

  • Continuously assess and improve the fit-to-role and the and the skilled knowledge of direct reports to deliver the desired client experience through the use of Being BMO, Approach to Client Experience, and by continuously assessing and improving the work processes needed to support sales, service and operational effectiveness all to maximize the effectiveness and efficiency of direct reports.

  • Demonstrate effective identification, selection, recruitment, engagement and retention of high performing talent.

  • Build and maintain a diverse workforce that mirrors the communities in the portfolio and that is consistent with BMO corporate culture including career development, learning plans, coaching, mentoring, and succession planning.

  • Provide change leadership to their team in a structured approach demonstrating the ability to articulate vision and strategy while making the connection between Bank goals and the paths necessary to take to attain individual and team success.

Sales and Service

  • Review direct reports’ sales referrals and service activities providing coaching, guidance and suggestions for improvement to maximize effectiveness.

  • Ensure direct reports are knowledgeable of and utilize the approved processes in regards to service request and problem resolution processes in accordance with national standards while monitoring results and key effectiveness measures (e.g.: volume, accuracy, timeliness of service requests).

  • Ensure non-standard/negotiated pricing agreement reviews are current.

  • Provide guidance and coaching as well as become involved in escalations regarding difficult client conversations, requests and conflicts looking for opportunities to turn the conversation into a positive client experience.

  • Share best practices with direct reports/BMO colleagues to continuously improve the client experience and business results.

  • Establish strong relationships with Vice Presidents Business Banking and Vice Presidents Treasury & Payments to identify and act on opportunities, as well as to ensure that CSOs and TPAs have sufficient context and established service level agreements for work impacting immediate direct reports.

  • Be a strong partner and collaborator with Business Banking Deal Teams, and also relevant BMO teams beyond the immediate Business Banking team (e.g., Personal Banking, Retail, Business Banking, NA Treasury and Payment Services Operations (RBTPO), SYMCOR, Mastercard Support Services).

Planning

  • Contribute to the overall strategic direction of the Business Banking Community as a member of the Community Leadership Team.

  • Understand the different client segments and strategies they support and to work with Business Banking Community partners to develop and provide recommendations to the annual business and resource plans for their team and the Community overall.

  • Develop, execute, and continuously monitor against a 12 month business, loyalty, operational effectiveness, and referral plan to drive revenue, sales, productivity and deliver a great client experience.

Operational Effectiveness/Risk Management

  • Set direction with direct reports for operational effectiveness/risk management and compliance practices and continually reinforce the attention to detail that is required.

  • Complete all required processes as outlined in the Management Control Framework including documenting, correcting, and reporting errors as per Policies & Procedures.

  • Keep up to date on changes to products, processes, Policies & Procedures, and communicate to appropriate team members.

  • Complete all required processes as outlined in the Management Control Framework including documenting, correcting, and reporting errors as per Policies & Procedures.

  • Monitor the effectiveness of operational controls in place, identify deficiencies, initiate appropriate corrective actions to ensure controls are adequate and escalate as required. Maintain evidence of monitoring activities for audit purposes.

  • Manage risk and minimize losses ensuring compliance requirements, timely portfolio reporting, audits and verifications are completed in accordance with Bank Policies & Procedures and regulatory, legal and ethical requirements.

  • Maintain up-to-date knowledge and understanding of Business Banking Lending (including margining), Deposit and Treasury & payments products and processes and relevant legal and regulatory requirements.

  • Adhere to Know Your Customer rules and Bank Policies & Procedures for the prevention of loss due to fraud, counterfeiting, money laundering or defalcation, identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

  • Ensure the maintenance of approved internal control standards and effectively employing managerial accountabilities and authorities.

  • Set appropriate context and establish prescribed limits for direct reports, including setting an effective framework of policies & procedures for the work in the group.

  • Provide leadership and create positive working relationships to develop an effective service and support environment that ensures the provision of consistently superior client service in compliance with regulations, policies & procedures.

Qualifications:

Level of education and number years of working experience:

  • Post-Secondary Education and/or minimum 3-5 years relevant experience

  • Relevant financial, sales (deposits, investments, lending, treasury & payments), and relationship management experience preferred

  • Managerial and People Management Experience

This role will be based in Windsor. Incumbent must have mobility to travel to Chatham & Leamington.

We’re here to help

At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

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.

Job Field:

Business Banking

Job Schedule:

full-time

Primary Location:

Canada-Ontario-Windsor

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