BMO Financial Group Manager, Workforce Strategies & Change Management in Ontario, Canada

Description:

The Manager, Workforce Strategies & Change Management is accountable to assist with the strategic direction of the personal sales model for P&C Canada in alignment with the overall BMO vision and P&C strategy. The Manager, Workforce Strategies & Change Management is responsible for the translation of customer programs into employee programs and processes through development and integration of, processes and program support tools and events. This role will provide ongoing analysis on the overall effectiveness of sales and service programs for the personal market and recommend and support the development and sustainment of improvements based on findings in order to enhance core sales and service skills and processes across all personal sales/service workforces. The Manager, Workforce Strategies & Change Management will analyze and diagnose personal banking sales team systemic issues and impacts from a root cause perspective and create recommendations for solutions to close gaps ensuring the effectiveness of the sales and service capability keeps pace and evolves with the changing needs of the personal banking environment.

Key Accountabilities

A. Provide Change Advisory and Leadership

B. Business Delivery & Operational Effectiveness

C. Client & Relationship Management

D. Risk Management and Control

E. Change & Innovation

A. Provide Change Advisory and Leadership

  • Coordinate the development of deliverables and communications, and the sign-off for validation of processes and recommendations when required

  • Provide project value-added change management/project advice to Leadership to enhance business effectiveness

  • Analyze and evaluate all initiatives, from a change implementation perspective, working with partners to understand and define change requirements and recommend the optimal approach

  • Develop and manage a change management work plan for broad-impact projects multi-stakeholder initiatives (i.e. without an assigned Project Manager) to capitalize on synergies, simplify implementation and minimize disruption

  • Provide change management guidance in monitoring progress and resolving launch barriers

  • Identify project/initiative critical

B. Business Delivery & Operational Effectiveness

  • Manage the effective planning, implementation evaluation and sustainment of small to large change initiatives, to ensure the achievement of anticipated benefits, using standard project management methodology.

  • Work with Leadership to ensure team members are able to adapt to changes utilizing documented processes, cascading training on all new processes and protocols to team members, responding to identified needs and gaps for diagnostics evolving over time to support the changing requirements.

  • For assigned initiatives analyze and assess the impact of Personal strategy, policy, program or product implementations on the commercial banking sales team determining the cost of change and resource impacts, developing recommendations on how and when to effectively integrate changes into the business and building and implementing plans and supporting tools.

  • Work collaboratively with partners, contributing to the effective design, development, and implementation of initiatives necessary to achieve business objectives.

  • Act as a subject matter expert providing value added input to projects initiated by partners outside the group or within the group itself, to ensure alignment with the desired customer and achievement and support of the desired employee experience is achieve and supported through the coordination of people, process and technology components of the change in a logical, aligned and efficient manner.

C. Client & Relationship Management

  • Establish and foster relationships with key Headquarters and Division partners to ensure that Personal Banking is considered in all decisions.

  • Act as a subject matter expert and passionate advocate on behalf of the personal sales team in working with partners to ensure their initiatives are aligned with the personal strategy and integrate into effective everyday sales activities and personal customer conversations.

  • Work with various partners to develop program protocols and standards that reflect changing business requirements

D. Risk Management and Control

  • Act as a change agent, understanding and accepting change within the workforce and Canadian P&C to optimize effectiveness and achieve stated objectives.

  • Identify project/initiative critical success factors and integrate appropriate cost, quality and risk mitigating strategies into planning.

  • Ensure the correct groups are engaged in initiatives at the right time with the appropriate level of commitment

  • Facilitate transition of initiative/project status by working closely with all stakeholder groups to support successful implementation

E. Change & Innovation

  • Develop and implement readiness assessments, analyze results and provide recommendations to facilitate the delivery of all initiatives and the integration of successful change management.

  • Understand and assess change initiatives and their alignment to other initiatives to ensure overall fit and operational integrity, opportunity for integration and synergies and to identify the impacts of change on processes, workflow and employees.

  • Develop and support implementation plans aligned to the specified outcomes of the initiatives, identifying key messages and appropriate employee communication.

Authorities

  • Advisory -- authority to provide advice and counsel to his/her colleagues on proposed strategies, the evaluation of existing and potential business initiatives and on internal and external factors affecting BMO FG.

  • Auditing -- authority to examine the work of others to ensure compliance with all regulatory business requirements. Coordinating – authority to coordinate work and/or call people together to discuss/resolve issues. Can persuade people to change course and/or act in concert with each other.

  • Monitoring – authority to collect or be provided with the required information from others when reviewing and reporting on business results, departmental costs and effectiveness of programs.

Cross Functional Relationships

  • Customer Programs

  • Product Personal & Commercial Canada and Private Client Group

  • Sales and Service Districts and Divisions

  • In-Field Support

  • Environmental Insights

  • Commercial Sales Force Effectiveness

Qualifications:

Knowledge & Skills

Knowledge

Sales & Service

  • The ability to plan, organize, support and evaluate the activities of the sales and service work force. Understand the core sales and service process and supporting sales and service management process, best practices in sales and service work force management, and the tools to optimally guide and support sales and service work force activities.

Influence

  • Structuring an idea or proposal in such a way as to engage the agreement, commitment and championship of others through the discipline of the fact base presented, the targeted benefits articulated, and the coherence and cogency of the argument / presentation.

Process Co-ordination and Management

  • Skilled in planning, coordinating, tracking, and controlling different parts of a complex process and of managing multiple parallel and interdependent processes simultaneously.

Change Leadership

  • Understand the cultural dynamics of the current state of an organization including the hidden assumptions and the difference between the stated values and the values in practice. Brings current state of culture to light without paralyzing the organization and helps create a strategic practical course between the current reality and a desired future reality to exploit best advantage to change.

Skills

  • Analytical Thinking

  • Change Management

  • Problem Solving

  • Project Management

  • Change Leadership Influence

  • Organizational Understanding

  • Process Coordination & Management

  • Consulting

  • Resource Planning

  • Excellent interpersonal skills,

  • Team player

  • Excellent organizational skills

  • Ability to work in a fast-paced and changing environment

  • Numerous demands for resources that need to be prioritized within tight deadlines.

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.

Job Field:

Learning & Development

Job Schedule:

full-time

Primary Location:

Canada-Ontario-Toronto