Job Description

33 Dundas Street West Toronto Ontario,M5G 3C2


Leads the overall strategy and execution to improve the client and employee experience across onboarding and servicing platforms, including the Onboarding Hub, CCHub, SD, and TSYS systems. Works cross-functionally with business, technology, operations, and client experience teams.

Key Responsibilities:

Define and implement the client experience strategy across onboarding and digital channels. support teams for onboarding and servicing systems. Review and action Client Experience (CEX) recommendations to drive continuous improvement. Lead initiatives such as: + Onboarding simplification
+ EchoWorks integration
+ User journey and process improvements
Ensure digital channel enhancements align with business and client expectations. Acts as a trusted advisor to assigned business/group. Assists in the development of strategic plans. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. Tracks metrics and milestones, makes recommendations for resolution and escalates as appropriate when issues arise. Builds effective relationships with internal/external stakeholders. May network with industry contacts to gather and identify competitive insights and best practices. 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.

Qualifications:

Typically between 5 - 7 years of relevant experience Card business knowledge or experience is a nice-to-have Experience with Customer Journey Project Management experience Delivery Management experience Product owner or solution owner experience Experience with documentation Stakeholder Management experience Requirement gathering 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.

Salary:

$75,900.00 - $141,900.00

Pay Type:

Salaried


The above represents BMO Financial Group's pay range and type.


Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group's expected target for the first year in this position.


BMO Financial Group's total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

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.


Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.