Manager Client Services

BMO•Vancouver, BC

1d•CA$56,000 - CA$103,500•Onsite

About The Position

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and/or top tiered clients. Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do. Ensures alignment between values and behaviour that fosters diversity and inclusion. Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through. Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders. Attracts, retains, and enables the career development of top talent. Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.

Requirements

Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
Bilingual required based on portfolio assignment.
Knowledge of BMO banking products – In-depth.
Knowledge of Sales/Service Operations – In-depth.
Knowledge of customer escalation processes/practices – In-depth.
Negotiation skills – Working.
Technical proficiency gained through education and/or business experience.
Verbal & written communication skills - In-depth.
Collaboration & team skills - In-depth.
Analytical and problem solving skills - In-depth.
Influence skills - In-depth.
Data driven decision making - In-depth.

Responsibilities

Identifies opportunities for expanding the client relationship.
Demonstrates an in-depth working knowledge of the strengths, capabilities, and limitations of products, upgrades, and cross-sell opportunities.
Develops and implements a relationship management plan to meet the needs of client.
Addresses customer services issues according to established parameters, escalating as required.
Provides subject matter expertise on market conditions and trends to maintain a high level of environmental awareness.
Demonstrates an in-depth understanding of product and service, by providing needed information or directing clients to the appropriate source.
Helps determine business priorities and best sequence for execution of business / group strategy.
Conducts independent analysis and assessment to resolve strategic issues.
Attends internal meetings with team members to discussing client / outstanding issues with colleagues, including reviewing how issues are handled.
Builds effective relationships with internal/external stakeholders.
Ensures alignment between stakeholders.
Breaks down strategic problems, and analyzes data and information to provide insights and recommendations.
Monitors and tracks performance and addresses any issues.
Proactively notifies clients of any upcoming changes or enhancements to existing products / services or potential usage.
Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
Supports the development of tailored messaging, which may include writing, editing and distributing communications.
Searches for opportunities for cost reductions.
Manages the customer service intake program.
Coordinates the allocation of resources to maintain or exceed service levels.
Analyzes and interprets service problems to identify root causes and make recommendations.
Provides input into the planning and implementation of operational programs.
Executes work to deliver timely, accurate, and efficient service.
Actively listens to client concerns to diagnose client service needs.
Facilitates timely client problem-resolution, and engages cross-functional representatives or groups, as appropriate.
Responds to client concerns in a professional manner that conveys ownership, competence, respect, the value of the client relationship and meets standards.
Facilitates actions that close gaps between client expectations and experiences in the performance of the Bank and its products.
Serves as an advocate for individual clients and escalates service problems to facilitate timely resolution.
Explores and identifies enhancements and cross-sell opportunities to bring forward to appropriate lines of business.
Exercises judgment to identify, diagnose, and solve problems within given rules.
Works independently on a range of complex tasks, which may include unique 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.