Senior Manager, BMO Rewards Loyalty Program

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KNOWLEDGE AND SKILLS

Knowledge & Experience
Strong track record delivering results in ambiguous and challenging situations
Strategic partnership management & FI payments experience
P&L accountability
Leadership and people management potential (ability to motivate engage and support)
Minimum undergraduate university degree an MBA or other post-graduate degree or equivalent industry related experience preferred
5 years loyalty/rewards program management and experience
Experience leading complex cross-functional initiatives operational governance vendor accountability financial oversight and customer-impacting change in a regulated environment.
2 years of direct people management experience; leading a team

Skills
Strategic thinker who can develop and execute near-term and long-term strategies and roadmaps
Proven ability to build relationships with external partners and colleagues across different business units and groups Proven ability to influence without authority and drive change
Able to think like a customer and design the right customer experience
Proven ability to manage multiple facets of a complex business and effectively prioritize most important business levers and initiatives
Excellent business acumen and financial analytic and business casing skills
Very strong communication skills (oral and written) with ability to frame and effectively communicate complex problems
Excellent problem-solving skills
Team-oriented collaborative and flexible
Strong time management and project management skills
Risk management capabilities

MANDATE

The Senior Manager BMO Rewards Loyalty Program is accountable for the end-to-end strategy governance financial performance customer experience operational stability and continuous improvement of BMOs proprietary BMO Rewards program. BMO Rewards is the rewards currency and program supporting multiple Mastercard and VISA products across Consumer Small Business Wealth and Commercial client segments. This individual leads the BMO Rewards program team and is responsible for translating program strategy into an executable roadmap prioritizing enhancements managing partner and vendor relationships overseeing the program P&L and ensuring the program delivers compelling customer value while meeting business risk compliance and operational objectives. The role also provides centralized oversight of BMOR-related NARP priority projects ensuring effective intake allocation execution support and downstream readiness across marketing rewards promotions operations customer support and platform enablement activities.
This role reports into the Director North American Proprietary Reward Programs.
Accountability Includes:
1) End-to-end BMO Rewards program strategy roadmap and performance management
2) Program design rewards value proposition customer engagement and enhancement delivery
3) BMOR team leadership prioritization talent development and cross-functional coverage
4) Vendor partner contract operational risk compliance and customer support governance

1. End-to-End BMO Rewards Program Strategy and Management
Effective management of the BMO Rewards proprietary reward program is critical to delivering a differentiated customer experience supporting business growth objectives managing costs and profitability and maintaining strong risk and operational controls. This role is accountable for the overall management and performance of the BMO Rewards program including:
Ensure that our program is a best-in-class customer program that puts customer experience at the heart of what we do
Manage the Reward Program P&L and achieve program KPIs
Manage risk including rewards fraud and ensuring compliance with all laws rules and BMO policies
Ensuring effective policies procedures and processes are put in place to support BMO Rewards
Lead and/or participate in initiatives across the bank related to BMO Rewards and resolving issues
Make strategy and new initiative recommendations to senior leaders based on an in-depth understanding of the business/group.
Oversee NARP project intake prioritization and allocation across the BMOR team ensuring marketing rewards promotions operational customer support and MRS platform enablement impacts are assessed and managed before launch.
2. Program Design Customer Engagement and Rewards Value Proposition
The loyalty landscape is evolving quickly driven by changes in customer expectations technology personalization and partner value models. This role is accountable for ensuring BMO Rewards remains competitive and customer-centric by shaping the program roadmap strengthening the earn-and-burn experience improving catalogue and redemption value and enabling campaigns offers triggers and personalized communications that drive engagement and financial performance. This accountability includes:
Designing building and enhancing BMO Rewards Loyalty Program to deliver exceptional customer experience
Continually monitoring the competitive environment and anticipating customer needs in the next 12 months
Working with the Director Proprietary North American Reward Program Proprietary Card Product Managers Canadian Small Business and Corporate Product Managers and other key stakeholders to develop the strategy and roadmap for the BMO Rewards Loyalty Program based on deep customer insights
Continually finding ways to enhance customer engagement and the loyalty experience through innovative new value-added services and engagement tools like gamification and personalization
Ensure alignment across marketing and engagement rewards catalogue and promotions and operational readiness so program enhancements are delivered with clear ownership measurable KPIs and minimal post-launch customer or call centre impacts.
3. BMOR Team Leadership and Operating Model
Building leading managing and coaching a strong diverse high performing team and sustaining a One BMO culture while delivering an excellent employee experience
Work with the Director North American Proprietary Reward Programs to set strategic direction establish team priorities balance BAU and project work and create a high-performing operating model across marketing and engagement rewards and promotions operations and customer support and shared NARP-enabled initiatives.
Lead a team of execution-focused professionals and leverage relationships and influence across the Bank to inform strategy process procedures platform readiness customer communications and operational execution that impact BMO Rewards delivery.
Maintain and Grow Loyalty knowledge across Loyalty Team and the NARP organization
Attracts retains and enables the career development of top talent.
Build cross-coverage and knowledge-sharing practices across the team to support vacation coverage succession planning business continuity and consistent execution across BMO Rewards priorities.

4. Partner Vendor Contract Operational and Customer Support Governance
Manage supplier vendor and partner relationships including contract obligations performance metrics pricing profitability due diligence issue resolution and day-to-day relationship governance.
Ensure contractual partnership financial risk compliance and operational governance obligations are understood monitored and effectively managed across the program.
Liaise with product operations technology legal compliance risk call centre finance marketing and other lines of business across BMO to resolve issues support customer and operational readiness and deliver program priorities.
Oversee operational management activities including process improvements procedure updates quality control compliance monitoring reject management call centre escalation oversight and forecasting of customer support impacts.

The above represents BMO Financial Groups 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 Groups expected target for the first year in this position.

BMO Financial Groups 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: 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. Well 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 well help you gain valuable experience and broaden your skillset.

To find out more visit us at is committed to an inclusive equitable and accessible workplace. By learning from each others 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.

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