Director, Service Model Design

Date limite pour présenter sa candidature :

Adresse :

Groupe de famille d'emploi :

• Lead cross-functional collaboration: Partner with teams within TPS and across the commercial bank to develop a unified customer service model.
• Optimize service model: Identify and implement strategies to streamline and simplify customer service functions.
• Establish simplified customer experience: Create and maintain a consolidated model for handling customer requests, ensuring a seamless experience and create single point of contact for most servicing needs
• Align functions: Work to align various service functions to eliminate redundancies and improve efficiency.
• Stakeholder engagement: Engage with key stakeholders to gather insights and ensure alignment with business objectives.
• Customer-centric approach: Ensure all service model optimizations are focused on enhancing the customer experience.
• Reporting and analysis: Provide regular updates and reports on service model performance and optimization efforts.

The Director of Service Model Optimization will lead a cross-functional team to redesign and enhance the customer service model for TPS and commercial banking. This role involves strategic planning, role optimization, process improvement, and collaboration with various departments to ensure efficient and customer-centric service delivery. The successful candidate will drive innovative strategies, streamline processes, and foster a culture of transformative change. Ideal candidates will have strong leadership skills, experience in large organizational change management efforts, and a passion for revolutionizing customer and employee experiences.

The Director 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.

• 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 BMO’s 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.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Develops an expert understanding of business/group challenges.
• Networks with industry contacts to gather competitive insights and best practices.
• Recommends measures to improve organizational effectiveness.
• May consult to or serve on various committees and task forces.
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Interacts with various BMO groups to ensure strategy and initiatives meet enterprise governance requirements.
• 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.
• Provides coaching on complex strategic & business issues and facilitates processes to reach effective resolution.
• Assesses and adapts existing operational programs; develops new capabilities to ensure ongoing success.
• 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 senior specialist resource across BMO.
• Influences how teams/groups work together.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
• Communicates abstract concepts in simple terms.
• Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
• Anticipates trends and responds by implementing appropriate changes.
• Broader work or accountabilities may be assigned as needed.

  Qualifications:

• Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Seasoned expert with extensive industry knowledge.
• Technical leader viewed as a thought leader for innovation.
• Verbal & written communication skills - Expert.
• Analytical and problem solving skills - Expert.
• Influence skills - Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - Expert.
• Able to manage ambiguity.
• Data driven decision making - Expert.

Salaire :

Type de rémunération :

Ce qui précède représente la fourchette et le type de rémunération de BMO Groupe financier.

Les salaires varieront en fonction de facteurs comme l’emplacement, les compétences, l’expérience, les études et les qualifications pour le poste et pourront inclure une structure de commissions. Les salaires pour les postes à temps partiel seront calculés au prorata du nombre d’heures travaillées régulièrement. Pour les rôles à commission, le salaire susmentionné représente la cible de BMO Groupe financier pour la première année au poste.

La rémunération totale offerte par BMO variera selon le type de rémunération associé au poste et peut comprendre des primes de rendement, des primes discrétionnaires ainsi que d’autres avantages et récompenses. BMO offre également une assurance santé, le remboursement des frais de scolarité, une assurance accident et une assurance vie, ainsi que des régimes d’épargne-retraite. Pour en savoir plus sur nos avantages sociaux, consultez le site : https://jobs.bmo.com/ca/fr/R%C3%A9mun%C3%A9ration-globale

Ici, pour vous.

À BMO, nous sommes animés par une raison d’être commune : Avoir le cran de faire une différence dans la vie, comme en affaires. Cette raison d’être nous invite à entraîner des changements positifs et durables pour nos clients, nos collectivités et nos gens. En travaillant ensemble, en innovant et en repoussant les limites, nous transformons des vies et des entreprises et favorisons la croissance économique partout dans le monde.

En tant que membre de l'équipe de BMO, vous êtes valorisé, respecté et entendu, et vous avez plus de moyens pour progresser et obtenir des résultats. Nous nous efforçons de vous aider à obtenir des résultats dès le premier jour, pour vous-même et nos clients. Nous vous offrirons les outils et les ressources dont vous avez besoin pour franchir de nouvelles étapes, car vous aidez nos clients à franchir les leurs. Au moyen de formation et de coaching approfondis ainsi que de soutien de la direction et d'occasions de réseautage, nous vous aiderons à acquérir une expérience enrichissante et à élargir votre groupe de compétences.

Pour en savoir plus, visitez-nous à l'adresse https://jobs.bmo.com/ca/fr.

BMO s'engage à offrir un milieu de travail inclusif, équitable et accessible. Nous apprenons de nos différences et tirons notre force des gens et de leurs différents points de vue. Des mesures d’adaptation sont disponibles sur demande pour les candidats qui participent à tous les aspects du processus de sélection. Pour demander des mesures d’adaptation, veuillez communiquer avec votre recruteur.

Remarque aux recruteurs : BMO n’accepte pas les curriculum vitæ non sollicités provenant de toute source autre que le candidat directement. Tout curriculum vitæ non sollicité envoyé à BMO, directement ou indirectement, sera considéré comme la propriété de BMO. BMO ne paiera aucuns frais pour les placements découlant de la réception d’un curriculum vitæ non sollicité. Une agence de recrutement doit d’abord détenir une entente de service écrite valide et dûment signée avant d’envoyer des curriculum vitæ.