Manager, Client Delivery Team

Address:

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.

• Monitors the financial performance of client portfolios identifying opportunities to optimize revenue while maintaining high levels of service and satisfaction.
• Communicates with clients about upcoming changes enhancements to existing products/services or potential impacts on usage.
• Addresses customer service issues according to established guidelines escalating as required.
• Tracks collection of client service fees
• Analyses client feedback market trends and competitive intelligence to provide actionable insights for strategic planning.
• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
• Provides input into the planning and implementation of operational programs.
• Searches for opportunities for cost reductions.
• Collaborates to address client/outstanding issues including how issues are handled.
• Participates in audit and client issue resolution addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
• Monitors operational performance across multiple teams or service lines ensuring alignment with KPIs and the achievement of service level agreements (SLAs).
• Engages with clients to understand and diagnose service needs ensuring concerns are addressed promptly and effectively.
• Responds to and facilitates the resolution of client service requests.
• Collects and analyzes client feedback to identify service gaps enhance operational performance and optimize client satisfaction.
• Ensures all client interactions documentation and issue resolutions comply with bank policies regulatory requirements and internal controls.
• Fosters a culture aligned to BMO purpose values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMOs purpose sets inspirational goals defines clear expected outcomes and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts retains and enables the career development of top talent.
• Improves team performance recognizes and rewards performance coaches employees supports their development and manages poor performance.
• Focus is primarily on business/group within BMO; may have broader enterprise-wide focus.
• Exercises judgment to identify diagnose and solve problems within given rules.
• Works independently on a range of complex tasks which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• 4 6 years of relevant experience in Client Relationship Financial Services or Service Excellence in a corporate or banking environment is preferred.
• Bachelors degree preferred; Business Administration Finance or Marketing preferred. Any other related discipline or commensurate work experience considered.
• Technical proficiency gained through education and/or business experience.

Intermediate level of proficiency:

• Project Management
• People Management
• Stakeholder Management
• Strategic Thinking

Advanced level of proficiency:

• Product Knowledge
• Regulatory Compliance
• Data Analysis Reporting
• Document Management
• Microsoft Office
• Problem-Solving
• Detail-Oriented

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.

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.