Senior Manager, Collections Call Center (LVAR/MVAR)

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

2d•CA$81,700 - CA$152,000•Remote

About The Position

This is a high-impact leadership role at the centre of where customer experience, risk, and performance intersect. You will lead a large, performance-critical portfolio of complex, high-risk accounts, where your decisions directly influence customer outcomes, business performance, and enterprise risk. This role offers the opportunity to shape how collections operates—not just execute within it. You’ll bring together people leadership, operational excellence, and strategic thinking to elevate performance, strengthen engagement, and drive meaningful, sustained results. The Opportunity · Lead a high-visibility portfolio with direct impact on enterprise performance and customer outcomes · Play a key role in evolving collections strategy and improving performance consistency and intensity · Influence how we balance customer experience, risk, and operational effectiveness · Partner across the organization to shape priorities, challenge thinking, and drive alignment · Operate beyond your immediate team to contribute to broader transformation and enterprise conversations Our Leadership Approach · We lead through transparency, trust, and accountability · We encourage open dialogue, challenge, and continuous improvement · We prioritize employee engagement and inclusive leadership · We expect leaders to own outcomes, think strategically, and elevate those around them

Requirements

7+ years of relevant experience in collections, operations, or financial services
Proven ability to build and lead high-performing teams
Experience influencing senior stakeholders and driving alignment
Demonstrated success leading through change and improving performance
Strong analytical capability with the ability to translate insights into action
Comfort navigating complex, fast-paced, and ambiguous environments

Responsibilities

Lead and Inspire a High-Performing Team: Build and sustain a strong, inclusive, and performance-driven culture. Set clear expectations, drive accountability, and coach leaders to perform at a high level. Attract, develop, and retain talent while building leadership depth—not just team capability. Create an environment where performance and engagement reinforce each other.
Own and Drive Operational Performance: Accountable end-to-end for performance across your portfolio. Lead day-to-day collections operations with a focus on consistency, intensity, and results. Identify performance gaps and take decisive action to close them. Ensure execution aligns with service levels, policies, and operational standards.
Shape Strategy and Influence Outcomes: Act as a trusted advisor to senior leaders, shaping decisions with data and insight. Translate operational experience into clear strategic recommendations and priorities. Lead initiatives that improve performance, efficiency, and customer outcomes. Influence cross-functional partners to drive alignment and shared accountability.
Lead Change and Continuous Improvement: Champion and deliver change initiatives from concept through sustainment. Challenge the status quo and identify better ways of working. Drive adoption through clear, effective communication and leadership presence. Embed a mindset of continuous improvement, adaptability, and innovation.
Strengthen Risk and Control Discipline: Lead with a strong risk mindset, ensuring effective controls and compliance. Make sound, risk-informed decisions that balance business outcomes and protection. Navigate complex and ambiguous situations with judgment, structure, and confidence.
Leverage Data to Drive Better Decisions: Use data to understand performance drivers and inform action. Strengthen reporting and insights to improve visibility and accountability. Translate data into clear, practical decisions that drive outcomes.