Managing Director-TPS Service Design and Performance

BMO•Chicago, IL

1d•Hybrid

About The Position

Gathers, integrates, and translates information to promote the effective operation of the North American Treasury Payments Services (NA TPS) Client Service & Implementation team. Leads analysis, decision/impact assessment, and recommendations to drive multi-year planning, prioritization and execution of strategies and initiatives across the function that will promote effective operations. Develops and implements processes/procedures that enable the TPS organization to build an effective workforce of the future, identifying and closing skill gaps internally and working with HR and other partners to source external talent where appropriate. Acts as the central point of contact for strategic and priority initiatives for the area, leading a team of process & design management, performance excellence and change management professionals to ensure the integration, optimization, and successful execution and sustainment of key processes and the achievement of set objectives. Provides strategic communication advice to the leadership team, to support clear understanding of strategies and priorities. Reinvent Treasury Services for Employees and Clients Are you ready to define the future of treasury & payment services? BMO seeks an experienced leader to serve as our Managing Director – Service Transformation for the North American Client Services & Implementation (CS&I) team. This role answers to the Head of NA CS&I and is central to accelerating our digital enablement agenda, elevating end-to-end customer experience, and empowering our people to do their best work.

Requirements

Proven Leadership: 9+ years driving transformation in financial services or technology-enabled operations.
Strategic Vision: Ability to connect product, client, and employee insights to organizational strategy and translate them into actionable programs.
Service & Digital Expertise: Solid grounding in client experience design, AI/automation, and digital enablement to enhance service delivery.
Collaborative Influence: Skilled in partnering across sales, product management, strategy, digital innovation, personal and business banking, and wealth management to drive unified solutions.
Culture & Change Advocate: Known for cultivating inclusive, high-performing teams and leading complex change with clarity and empathy.

Responsibilities

Integrate Strategy With Execution: Use market insights and client/employee feedback to shape BMO’s next-generation service model. Direct multi-year, cross-functional programs that reimagine how we deliver value, streamline processes, and drive purposeful customer and employee experiences.
Champion Digital & AI-Enhanced Servicing: Lead the design and implementation of advanced technologies—from AI-driven service automation to self-service platforms—ensuring high adoption through effective change management and employee upskilling.
Optimize Service & Sales Collaboration: Foster enhanced collaboration across Sales, commercial bankers, product managers, strategy, digital product and innovation, Personal and Business Banking, and Wealth Management teams. Align efforts to refocus Sales on relationship growth while consolidating servicing responsibilities within dedicated roles.
Simplify and Enhance Processes: Oversee reengineering of key onboarding, account maintenance and billing processes to elevate the client experience, reduce manual tasks and free capacity for deeper relationship management.
Focus on People & Culture: Develop tools, training and career pathways that energize employees and empower high performance. Foster a culture that integrates customer-centricity and innovation.
Deliver Governance & Results: Ensure projects align with BMO’s risk and compliance frameworks, manage budgets effectively, and track success metrics across adoption, efficiency, experience, financial targets and governance.