Head, Virtual Banking

BMO•VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMO, ON

1d•CA$160,000 - CA$200,000•Remote

About The Position

Lead the future of Virtual Banking at BMO. Reporting to the SVP & Head, Virtual Connect, the Head Virtual Banking will shape and execute the strategy for a newly created business focused on delivering exceptional client experiences across Estates Centre of Excellence, Virtual Branch, and Welcome Advisors. This senior leader will oversee a large-scale operation (300+ FTE) while driving transformational change, strengthening enterprise partnerships, advancing sales and service outcomes, and creating a more integrated, client-centric banking experience for BMO.

Requirements

9+ years of extensive leadership experience in contact centers, retail banking, and customer-facing operations, with deep understanding of sales, service, workforce management, operational performance, and client experience.
Proven ability to turn data analytics and insights into action and outcomes.
Demonstrated success leading large-scale organizations through transformation, operating model evolution, digital modernization, and organizational change while delivering measurable business results.
Exceptional ability to influence senior leaders, build enterprise alignment, and lead complex initiatives across multiple business groups without direct authority.
Strong track record of driving business growth, improving profitability, expanding client relationships, and identifying opportunities in a rapidly evolving competitive and regulatory environment.
Experience leading large, geographically dispersed teams while building high-performing cultures, developing future leaders, driving employee engagement, and strengthening succession pipelines.
Strong understanding of regulatory requirements, operational controls, audit and compliance expectations, and risk management practices within a highly regulated financial services environment.

Responsibilities

Set and Execute the Strategic Vision: Define and deliver the long-term vision for Virtual Banking, aligning strategy, investments, and priorities to drive sustainable growth, client relevance, and enterprise value.
Deliver Exceptional Client Outcomes: Champion a seamless One Client experience across virtual and physical channels, continuously improving client journeys, satisfaction, loyalty, and advocacy.
Drive Sustainable Business Growth: Lead sales, service, and referral strategies that accelerate revenue growth, deepen client relationships, increase share of wallet, and expand market opportunities.
Lead Large-Scale Operational Excellence: Oversee a complex, customer-facing operation, balancing client experience, productivity, efficiency, service quality, expense management, and business performance.
Transform the Business for the Future: Lead enterprise transformation initiatives, modernize operating models, and advance digital, automation, and technology capabilities that improve outcomes for clients and employees.
Build Strategic Enterprise Partnerships: Establish trusted relationships across Retail Banking, Wealth, Product, Technology, and corporate functions to deliver integrated solutions and achieve shared business objectives.
Leverage Data to Drive Performance: Use client, sales, operational, and workforce insights to inform strategic decisions, improve performance, identify emerging opportunities, and proactively address risks.
Develop High-Performing Leaders and Teams: Build an inclusive, accountable culture that attracts, develops, and retains top talent while strengthening leadership capability, succession depth, and employee engagement.
Act as a Trusted Enterprise Leader and Advisor: Influence senior stakeholders, shape enterprise priorities, provide strategic counsel, and drive alignment on key business decisions and initiatives.
Protect the Bank While Enabling Growth: Ensure a strong risk and control environment by embedding regulatory compliance, governance, operational resilience, and sound risk management into all business decisions.