Manager, Digital Adoption

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The Manager of Digital Adoption reports to the Senior Manager of Digital Adoption. They are part of the Everyday Banking Products team in Canadian Personal Banking. The digital adoption team is responsible to develop and execute the integrated plan to drive retail customers to adopt the online and mobile banking channels. The Manager supports the Senior Manager in all aspects of establishing and leading the digital adoption program.

They are responsible to develop the integrated plan to introduce new customers to digital channels and to encourage existing customers to migrate transactions from assisted channels to self-serve channels. Key levers include frontline training and incentives, customer communications and marketing, improvement of digital capabilities and product features, and process digitization. They are responsible to lead the digital adoption program, including measuring and explaining performance, rallying the cross-functional team and coordinating efforts across many initiatives, and communicating progress in multiple forums across the organization.

The Manager will collaborate with members of the Everyday Banking Products team, and with internal partners, such as Customer and Channel Analytics, Leads Management, Marketing, Digital, Process Digitization and Customer Loyalty & Saleforce Effectiveness (CLSE) team.

Key Accountabilities

1. Strategy

• Proactively identify and prioritize opportunities to improve digital adoption
• Develop the integrated strategy and roadmap to improve capabilities
• Establish priorities and drive execution with key partners

2. Initiatives

• Lead the implementation of complex projects with large multi-functional teams, through ideation, requirements, implementation and change management
• Monitor progress against project plans to ensure completion
• Proactively solve issues and eliminate obstacles

3. Program Management

• Develop reporting framework to measure performance and explain results
• Rally cross-functional team and coordinate efforts across many initiatives
• Communicate progress in multiple forums across the organization

Qualifications

Experience and knowledge

• 4+ years of experience in retail banking strategy and/or product management, as a bank employee or consultant
• Strong experience in strategy, business casing, management of cross-functional programs, customer experience design and workforce effectiveness

Skills

• Distinctive problem solving skills and ability to think strategically
• Robust analytical skills
• Proven project management and change management skills
• Highly developed relationship management skills
• Strong verbal and written communication

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.