The Manager, Business Operations plays a critical role in supporting business partners by providing operational guidance, leading cross-functional initiatives, and driving execution of key projects. This role acts as a trusted advisor to stakeholders, ensuring alignment between business objectives, operational capabilities, and regulatory or risk requirements.
Supports initiatives and operational programs for production support, system enhancements, and new regulatory developments. Works across BMO to develop solutions that optimize channel operations processes and advance the customer experience.
- Acts as a trusted advisor to assigned business/group.
- Influences and negotiates to achieve business objectives.
- Recommends and implements solutions based on analysis of issues and implications for the business.
- Assists in the development of strategic plans.
- Identifies emerging issues and trends to inform decision-making.
- Leads the design, implementation and management of core business/group processes.
- Provides advice on the functionality, applicability, and usability of channel / platform solutions to support business requirements.
- Supports audits, issue management, and control enhancements where required
- Helps determine business priorities and best sequence for execution of business/group strategy.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Ensures alignment between stakeholders.
- Builds effective relationships with internal/external stakeholders.
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
- Conducts independent analysis to resolve strategic 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.
- Leads problem resolution and recovery meetings and ensures stakeholder alignment on resolution and /or escalation.
- Leads the design, implementation and management of core business/group processes for channel operations management.
- Supports development and maintenance of a change / release roadmap for the channels / platform activities e.g. Annual programs, upgrades, regulatory changes and projects to support short and long-term business objectives.
- Monitors and tracks performance on applicable indicators and addresses any issues.
- Executes work to deliver timely, accurate, and efficient service.
- Supports the tracking, prioritization and resolution of issues related to channel / platform tools and applications.
- Works with development teams to ensure quality and timeliness of changes into the channel platform operations.
- Develops an understanding of the platform operations and processes; stays current with industry trends.
- Analyzes data and information to provide insights and recommendations.
- Executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
- Gathers and formats data into regular and ad-hoc reports, and dashboards.
- Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
- Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works independently and regularly handles non-routine situations.
- Broader work or accountabilities may be assigned as needed.
- Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.
Qualifications:
- Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Combination of financial services and technology exposure; solid understanding of digital issues/trends understands how to leverage technology for competitive advantage.
- In-depth knowledge of digital channels and e.g. contact centre, mobile and online.
- Frontline customer service experience.
- Project management experience.
- Excellent organizational, analytical, and problem solving abilities.
- Experience driving process improvement or operational transformation initiatives
- Deep knowledge and technical proficiency gained through extensive education and business experience.
- Verbal & written communication skills - In-depth.
- Collaboration & team skills - In-depth.
- Analytical and problem solving skills - In-depth.
- Proficiency with business tools such as PowerPoint, Excel
- Influence skills - In-depth.
- Data driven decision making - In-depth.
Salary:
$69,000.00 - $129,000.00
Pay Type:
Salaried
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
About Us
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.
