BMO Financial Group Manager, Administration and Investigations in Quebec, Canada
Provide day-to-day management of employee performance, business delivery and operational effectiveness, internal and external relationship management, change and innovation and risk management and control, within the context of the approved operational plan and team objectives. Accountable for the management, quality of outputs and continuous improvement of a team.
May contribute to and execute tactical business plan for the business unit. This role will meet operational and financial objectives within a six- to twelve-month time horizon.
Provide day-to-day management and direction to a team of employees by setting the context and direction, defining accountabilities, tasks and assignments, and establishing boundaries for decision-making and approvals.
Establish and maintain managerial practices (e.g., creating a collaborative environment) that build a high performance work environment within the team.
Provide performance feedback and coaching, and make recommendations regarding hiring, transfers, terminations, recognition and compensation.
Ensure measurable, quantitative training and development plans that accelerate the performance of the team and individual are in place.
Product & Process Management
Manage day-to-day work flow, ensuring the team is meeting standards and service level agreement (SLA) and/or business partner agreement (BPA) requirements. Handle and resolve complex matters, core business critical issues, disputes, queries and complaints from internal business partners and external customers.
Provide deep knowledge and technical expertise to resolve complex customer inquiries and issues (including investigation and resolution), support process, product or technical design, and provide consultative services within Product Operations (PO) and/or to internal business partners/ external customers.
Formulate, develop and implement procedures for the team on an on-going basis, ensuring adequate control measures are in place.
Partner with internal business partners and other PO teams regarding new product development as appropriate.
Partner with internal business partners to meet service delivery expectations at the operational level.
Provide professional/ technical advice and counsel to internal business partners and PO colleagues.
Manage quality and continuous improvement of existing processes.
Ensure cost-effectiveness of all activities and continuously seek productivity and cost-reduction initiatives.
Hold employees accountable to positively influence the business unit’s financial performance.
Business Performance Management
Lead a team in the delivery of exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
Monitor and manage changing team business requirements and SLA and/or BPA quality measure performance, and escalate issues as appropriate.
Manage effective working relationships with key business partners/ suppliers and service providers.
Provide consultative support to internal business partners and customers, directly or indirectly, utilizing strong operational knowledge.
Manage costs to a favourable trend with no adverse impact on quality, customers or employees, utilizing strong working knowledge of Key Performance Indicators (KPIs) and business unit drivers associated with its processes/ functions. Analyze trends and communicate results to employees and management. Forecast and action a plan to effectively manage costs.
Align individual performance goals to team and organizational goals.
Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values
Participate on project teams.
Lead and manage team-specific projects.
Implement business initiatives, ensuring operating needs are fulfilled to meet requirements.
Effectively prepare team members for change.
Foster an environment of continuous improvement, and encourage the team to identify process improvements/ new ideas and adopt best practices.
Risk & Control
Ensure team contingency planning to support the business and maintain continuity of critical processes throughout a contingency event.
Identify team control risks and gaps, ensure appropriate action plans are in place to address the risk and escalate to appropriate parties.
Assess and manage team production situations to mitigate risks and exposures for the purpose of providing corrections and solutions on deficiencies in process and control.
understand risks inherent in the operating area and ensure appropriate actions, including accuracy and safeguarding of all documentation, and any other requirements to ensure operational integrity is maintained within the business.
Understand regulatory and compliance requirements as prescribed for the business unit, and provide recommendations and implement actions to ensure adherence as required.
Ensure business unit procedures/ standards are documented, reviewed regularly and updated as needed to prevent losses and avoid unnecessary expenses.
Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest,
safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.
Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.
Manage risk and minimize losses through monitoring and controlling various reports and taking appropriate action, ensuring compliance requirements, audits and verifications are completed in accordance with Bank P&Ps.
University degree/college diploma or equivalent work experience
5 to 7 years of related experience
Solid knowledge of standard desktop applications used by the business unit
Solid knowledge and understanding of the business unit’s key products and services, processes and controls
Solid understanding of the business unit’s risk and regulatory requirements
Solid knowledge of the business unit’s transaction fulfillment procedures
Solid knowledge of departmental systems and applications
Solid knowledge of process and/or project management
Solid understanding of internal business partners’ business, services and organization
Strong problem-solving skills
Strong decision-making skills
Strong analytical skills
Strong prioritization skills
Strong customer service and relationship management skills
Strong managerial leadership skills
Strong risk management skills
Good facilitation/ presentation skills
Good planning skills (contributes to financial, resource, tactical planning)
Strong conflict management/ resolution skills
Strong change leadership skills
Strong written and oral communication skills
Bilingual (French & English)
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.