Branch Technology Experience Task Force Lead

Address:

This is a hybrid role

The Task Force Lead will act as an expert and focal point for resolution of P&BB technology issues and escalations impacting the sales and service experience for the frontline. In this role, they will coordinate and manage the efforts of business activities and work with technology teams to improve issue identification, triage, and resolution. In addition, the Task Force Lead will identify, implement and communicate opportunities to proactively avoid impacts to branch productivity with a focus on executional excellence, as well as drive the development, implementation and delivery of operational performance metrics to track and manage the technology experience.

The Task Force Lead will be a prime liaison and will maintain strong relationships and collaborate with the frontline, divisional leadership, project teams, LOB contacts and Technology partners to develop and implement initiatives aimed at optimizing and improving the employees and customer experience. Task Force Lead will drive projects/backlogs, recommendations and delivery of new tools to improve the branch/contact centre technology ecosystem.

Key Accountabilities

• Coordinate and manage the efforts of business and technology teams to improve issue identification, triage, and resolution for escalations from employees
• Identify, implement and communicate opportunities to proactively avoid impacts to branch productivity with a focus on executional excellence
• Drive projects/backlogs, recommendations and delivery of new tools to improve the branch technology ecosystem and/or address top pain points as it relates to branch Technology and hardware
• Meet operational performance metrics to track and manage branch technology experience
• Act as a lifeline for the field focusing on executional excellence and adoption of technology solutions
• Provides support to the divisional offices with respect to escalations and branch technology support
• Support initiatives re: branch sales and service needs to Technology in order to share information on the business direction, and influence decisions on future strategies/initiatives
• Build, sustain, and leverage professional relationships and people networks with many internal and external partners to stay abreast of internal and industry best practices and areas for improvement
• Ensure advice and guidance is aligned with the Bank’s security policies
• Contribute to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness

Business Delivery and Operational Effectiveness

• Maintain an awareness and understanding of all major branch technology initiatives that have the potential to impact the employee experience
• Ensure Key Performance Indicators (KPIs) are met or exceeded
• Function at a high level of conceptual ability, problem solving and know-how to provide the structure, processes and systems for assessment, prioritization and implementation of program initiatives on the business behalf

Change Management and Implementation

• Ensure the overall implementation of change is timely, efficient and consistent with the change management
• Investigate, recommend and implement changes for continuous improvement of business processes and procedures
• Foster an environment of continuous improvement and create frameworks to encourage all employees to identify process improvements and adopt best practices

Client and Relationship Management

• Develop and maintain excellent relationships with Frontline Employees, Divisional Office Stakeholders, Technology Partners, Senior LOB Management, Branch Leadership and External Vendors

Qualifications

Knowledge & Skills

• Bilingual in French would be an asset
• Possesses a university/degree/college diploma in related discipline(s) or equivalent work experience, 5-7 years of relevant experience
• Excellent English - Written and Oral Communication skills required
• Knowledge of distribution/branch systems is desired as is a strong aptitude for technology
• Detailed knowledge of systems and applications used by Personal & Business Banking
• Knowledge of branch operating environment
• Possesses advanced presentation, facilitation and communication skills, both oral and written
• Demonstrates advanced relationship management skills
• Illustrates advanced developed analytical skills
• Able to work well within a team and as an individual contributor
• Open to change, tolerant of ambiguity
• Highly motivated & demonstrates initiative
• Well-organized & detail oriented
• Is comfortable in both business and technical discussions
• Can travel within Canada

BMO is 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.

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.