BMO Financial Group Manager Customer Experience and Salesforce Effectiveness, BMO for Women in Ontario, Canada
Growing our presence with women has been identified as a major opportunity for BMO Financial Group with an immediate focus on Wealth Management and Commercial Banking. This multi-faceted segment has become an explicit priority, with the development of a Women Investor strategy and infrastructure through a cross-functional and cross-group working team, as well as the development execution of women-centred initiatives in the Personal Wealth and Commercial banking business.
The consistent delivery of great customer experiences will lead to highly profitable customer relationships resulting in high customer satisfaction, loyalty and advocacy. Reporting to the Director, BMO for Women and collaborating with multiple teams across BMO Financial Group, this role will have the opportunity to develop, refine and execute on the change management and internal training strategy to drive towards delivery of an exceptional customer experience to our target women customers. This role is predominantly focused on the management and execution of BMO for Women in delivering opportunities and initiatives involving product/sales experience development, client-focused education events, internal salesforce training, change management and communications.
KEY ACCOUNTABILITIES :
Collaborate with BMO for Women team members to create a comprehensive communications plan and communication materials to ensure internal stakeholders are fully engaged and aware of BMO for Women timelines and accountabilities.
Develop and execute an internal change management plan that includes training the Wealth and P&C salesforce and communicating via the appropriate channels used for each line of business.
Develop and execute a plan to promote educational initiatives externally and work with Wealth Management and P&C Businesses to promote educational programs internally
Own the end to end planning of employee training webinars, working with internal Wealth and P&C stakeholders and external vendors as required
Create and develop robust project plan for training initiatives and ensure critical milestones are met by involving key partners in planning of of timelines
Prioritize and manage own workload and support BMO for Women team members in order to deliver quality results and meet timelines.
Partner with Director, BMO for Women to create budget proposals required for execution and delivery
Identify opportunities to optimize BMO for Women operational effectiveness by assessing and reviewing existing procedures and providing recommendations for improvement- including client facing events, communications, sales tools and training.
Collaborate with training and development teams to embed content into BMO’s onboarding and ongoing training programs
Support overall BMO for Women development and change management
Provide results oriented program leadership and management of key partners
Providing program guidance, advice, and information to support our BMO for Women National Council
Partner with Director, BMO for Women to act as project manager on execution of key and initiatives
Programs and Operations
Identify and implement reporting and monitoring mechanisms that track the progress and overall effectiveness of our initiatives, and activities – including providing recommendations and options for continuous improvement and key risk areas as well as performance relative to strategic business goals for the BMO for Women target market
Lead the development and packaging of comprehensive, integrated banking programs to address the full-range of financial services needs of the BMO for Women, using market/prospective segment expertise to maximize value creation and benefits to optimally position the Bank as the financial services provider of choice to Female Entrepreneurs and Affluent Women
Implement and oversee solid business practice management including audit, budget, and reporting controls for the initiatives within the portfolio
Facilitate the completion of post implementation review to determine effectiveness of BMO for Women initiatives
Elevate the reputation and attractiveness of our programs, initiatives, and activities including having a thorough understanding of the competitive marketplace, competitive positioning and knowledge of business requirements
Build knowledge and subject matter expertise of relevant industry and target customer segment trends and incorporate program revisions as appropriate, maintaining quality benchmarks, processes and standards
Risk Management & Compliance
Ensure the effective monitoring of operational controls is in place to identify any deficiencies and support the initiation of appropriate actions to ensure controls are adequate.
Ensure Expense Risk Management is applied in accordance with BMO Policy & Procedures and within prescribed limits.
Ensure adherence to all aspects of First Principles our code of Business Conduct and Ethics.
Knowledge & Skills :
A proven passion in furthering efforts in the advancement of and understanding the unique needs of women
A passion for delivering a consistent and exceptional customer experience to target customers by creating communications and training programs that improve the experience via sales teams
Well-developed prioritization, time management and multi-tasking skills
High degree of integrity in dealing with sensitive information
Ability to resolve a magnitude of diverse, complex and ambiguous issues.
Ability to maintain sound knowledge of target customer segment trends and best practices
6 to 10 years of leading major enterprise wide initiatives with a proven track record in change management and/or program management; leading enterprise wide programs is a strong asset
Experience in adult education and strategic planning of training programs, working with multiple business stakeholders
Experience with BMO’s Commercial, Small Business Banking or Wealth Management offerings a strong asset
Existing relationships within BMO Financial Group considered a strong asset
Possess excellent interpersonal, written and customer service skills
Fast learner able to adapt to new challenges
High level of professionalism, with an ability to work effectively without supervision
Strong problem solving abilities, extraordinary attention to detail and organizational skills
Excellent program management skills with a proven ability to manage critical, time sensitive, complex issues
Strong personal leadership and interpersonal skills
Demonstrated strong critical thinking and ability to clarify/simplify complex concepts
Highly curious and creative
Exceptional communicator with superior verbal/written/presentation skills
Confident in acting independently and decisively within the scope of authority
Able to focus on both short and long term goals, at both strategic and tactical levels
Comfort with ambiguity; able to independently integrate thinking and assimilate information
At our company, we have been helping our customers and communities for over 195 years. Working with us means being part of a team of talented and passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.
To find out more visit our website at www.bmo.com/careers .
BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Learning & Development