Senior Manager, Voice of Customer & Loyalty

Address:

Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Director, Voice of Customer & Customer Loyalty, the Senior Manager has a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence. Critically, this mandate also includes liaising and frequent partnership with internal leaders and Line of Business 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.

Provides subject matter expertise in the design, development, management and implementation of assigned projects from business case development through execution. Works across BMO to deliver specific project/program business results in alignment with overall group goals.

• Provides strategic input into business decisions as a trusted advisor.

• The optimization, performance management and governance of BMO’s existing CE measures platform for Line of Business CE Leads with accountability for all aspects of the program platform including sampling, data integrity, and program design.

• Supports the enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America

• Supports the development and implementation of new tools that improve and broaden senior leadership’s understanding of BMO’s performance on customer experience.

• Champions a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge

• 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.

• Develops and implements consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.

• Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.

• Acts as a subject matter expert on relevant regulations and policies.
• Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
• Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
• Leads the execution of strategic initiatives; assesses and adapts as needed to ensure quality of execution.
• Keeps stakeholders informed of messages, recommendations, decisions, process and progress.
• Leads implementation of strategic initiatives within group and across BMO by partnering with various internal & external stakeholders as required; complexity of initiatives may vary and usually involve multiple stakeholders across the enterprise.
• Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Leads change management activities, ensuring cross business/group coordination and logistical support for the implementation of change.
• Acts as a relationship manager on assigned projects/programs and ensures alignment to overall enterprise and group goals.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Participates in project/program design and provides advice & subject matter expertise to achieve required business results.
• Conducts analysis required to inform strategic recommendations and considers the “big picture” when assessing whether or not a course of action is advisable in terms of the group and enterprise goals.
• Collaborates with internal & external stakeholders to provide business context in the design, develop and implementation of programs & solutions.
• May network with industry contacts to gather and identify competitive insights and best practices.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any 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.
• Identifies enablers and key issues prior to and during implementation, raises issues with stakeholders and offers solutions to resolve issues or risks that jeopardize delivery.
• Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
• Implements changes in response to shifting trends.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Seasoned professional with a combination of education, experience and industry knowledge. Has excellent organizational skills, the proven ability to manage critical/complex projects -- including across functional lines
• Verbal & written communication skills - In-depth / Expert.
• Analytical and problem solving skills - In-depth / Expert.
• Influence skills - In-depth / Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
• Able to manage ambiguity.
• Data driven decision making - in depth understanding of data, CE analytics, insights and reporting delivery - In-depth / Expert.

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

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.

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.