Director, Lending & Portfolio Management Monitoring & Customer Insights

BMO•Toronto, ON

About The Position

This role is part of a pioneering team focused on shaping the future of Canadian Retail Credit Strategies by building next-generation, end-to-end credit solutions across the entire customer lifecycle, from acquisition to collections. The team utilizes cutting-edge decisioning software, advanced decision trees, and innovative credit models to achieve smarter, faster, and more customer-centric outcomes. The Director, Lending & Portfolio Management Monitoring & Customer Insights is specifically responsible for transforming data into strategic insights across the full customer credit lifecycle for all Consumer and Business Banking credit products. This leadership position involves providing deep, forward-looking intelligence and performance monitoring to senior executives to help shape portfolio strategy, inform credit decisions, identify emerging trends, and highlight areas for strategic action. The Director will leverage modern monitoring frameworks and strong business acumen to deliver insights that promote responsible growth, portfolio resilience, and an exceptional customer experience within a high-performance, customer-focused environment.

Requirements

10+ years of progressive experience in Credit Risk, Portfolio Management, Lending, or advanced analytics across consumer and/or business credit portfolios.
Proven ability to translate complex data into clear, strategic insights and influence senior executives with concise, decision‑ready narratives.
Demonstrated capability in developing monitoring frameworks, early‑warning indicators, behavioural segmentation, and performance measurement tools.
Exceptional communication skills with a track record of presenting insights to Executive Committees and senior forums.
Strong business acumen with the ability to connect customer behaviour, macroeconomic factors, operational signals, and portfolio outcomes.

Responsibilities

Lead the end‑to‑end monitoring framework for all retail and business credit products, delivering clear, actionable insights to senior executive committees and business leaders.
Surface emerging risks, behavioural trends, customer needs, and operational signals across the credit lifecycle — from acquisition quality to early‑warning indicators, fraud patterns, payment behaviours, hardship trends, and collections outcomes.
Provide thought leadership on key portfolio topics such as risk‑adjusted growth, credit quality migration, customer resilience, fraud evolution, macroeconomic sensitivities, and product‑specific performance.
Develop and maintain an integrated customer credit lifecycle view that connects acquisition risk profiles, account management actions, fraud trends, payment performance, and collections outcomes.
Partner with Credit Risk, Product, Marketing, Fraud, and Collections to translate insights into strategy adjustments, treatment design, or policy changes.
Build monitoring for new products, policy changes, and strategy deployments to ensure early feedback loops and rapid course correction.
Own reporting for senior forums including Executive Risk Committees, Product & Credit Councils, Finance reviews, and strategic planning sessions.
Deliver concise, executive‑ready stories that highlight what is happening, why it matters, and what actions should be considered.
Create dashboards and intelligence packages that empower business and risk leaders with real‑time visibility into portfolio health and customer dynamics.
Champion advanced analytics and modern data use — including behavioural scoring, predictive indicators, customer segmentation, and risk modeling insights.
Drive development and enhancement of monitoring tools, early‑warning systems, stress indicators, and predictive frameworks.
Ensure strong measurement, performance tracking, and back‑testing to validate insights and maintain portfolio transparency.
Ensure monitoring and insights comply with regulatory expectations and support enterprise risk appetite.
Strengthen early‑warning and issue‑spotting capabilities, ensuring risks or anomalies are escalated quickly with clear recommended actions.
Partner with 2LOD on monitoring enhancements, thematic reviews, and risk reporting alignment.
Build and lead a high‑performing analytics and monitoring team with deep expertise in credit, data, and portfolio insights.
Foster a culture of curiosity, strategic thinking, and storytelling with data.
Strengthen cross‑functional collaboration with lending, fraud, operations, modelling, finance, and product teams.