Senior Manager – Customer Strategy, Retail Portfolios

BMO•Toronto, ON

2d•CA$94,600 - CA$176,000•Hybrid

About The Position

Join a pioneering team shaping the future of Canadian Retail Credit Strategies. We’re building next-generation, end-to-end credit solutions that span the entire lifecycle—from acquisition and account management to collections—anchored in a holistic Lending Decision Strategy and aligned with Canadian Personal & Business Banking (P&BB) priorities. Our approach combines cutting-edge decisioning software, advanced decision trees, and innovative credit models to deliver smarter, faster, and more customer-centric outcomes. This is your opportunity to influence credit cycles using modern modeling techniques and best-in-class decisioning applications, all within a high-performance, customer-focused environment. If you’re passionate about leveraging data, technology, and strategy to transform lending decisions and drive meaningful impact across Canadian P&BB, this is the team for you. The Senior Manager, Customer Strategy will identify areas of growth or mitigate risk through data analytics across all portfolios and products. Using SQL or SAS to run analytics for risk and revenue across all areas of Retail Credit (Unsecured & Secured), the goal is to deepen behavioral insights, identify and recommend revenue growth & risk mitigation solutions across credit lifecycle strategies. (i.e. Acquisition, Account Management, Collections). As part of the role, you will oversee the development and ongoing reporting using monitoring tools to track customer micro-segmentation and to report on short-medium term credit loss prediction compared to traditional provisioning methods. (i.e. Early warning systems). This is a Hybrid (3–4 days in office, subject to future changes), Toronto-based Customer Strategy role within the Retail Lending team. The mandate is to design and execute customer-centric credit strategies across the retail lending lifecycle, leveraging advanced analytics, segmentation, and fraud intelligence to drive prudent growth and optimize risk-return outcomes. The role leads end-to-end design, implementation, and continuous optimization of customer-level strategies, spanning acquisition, account management, and collections. It is accountable for embedding data-driven decisioning into frontline credit processes, ensuring alignment with risk appetite while balancing portfolio growth, customer experience, and operational efficiency.

Requirements

Typically between 8-10 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
Verbal & written communication skills – Expert
SAS or SQL - Expert
Collaboration & team skills – Expert
Storyboarding, insight development and reporting – Expert
Analytical and problem solving skills - Expert
Data driven decision making - In-depth/Expert

Responsibilities

Own customer strategy design for Retail Lending portfolios as part of the 1LOD, translating business objectives and risk appetite into actionable credit decisioning frameworks.
Lead the development of segmentation-driven strategies and lifecycle treatments, optimizing approval, limit management, and collections actions across customer cohorts.
Partner closely with Fraud, Product, and Risk partners (including 2LOD) to embed fraud mitigation and credit risk considerations directly into frontline strategies.
Drive policy and strategy enhancements through advanced analytics, identifying opportunities to reduce first-party fraud exposure and improve portfolio performance.
Translate complex analytical outputs into clear, implementable business strategies, ensuring timely execution within operational processes.
Conduct deep-dive analytics (SQL/Python) to uncover behavioral patterns, early warning signals, and high-risk segments, informing proactive strategy interventions.
Build and enhance forecasting, scenario, and stress-testing frameworks to evaluate customer strategy impacts on losses, revenue, and capital efficiency.
Oversee execution and performance monitoring of account management and collections strategies, ensuring disciplined implementation and continuous refinement.
Design and deploy advanced ML/AI-enabled customer strategies, including segmentation models, Early Warning Systems (EWS), and predictive decisioning tools within Retail Lending.
Provide regular portfolio insights and strategy performance reporting to senior leadership, linking customer strategy outcomes to portfolio trends and business objectives.
Generate deep customer and behavioral insights to inform lifecycle strategy design, with a focus on optimizing risk-adjusted returns and customer engagement.
Develop tools and frameworks to track customer migration across segments, strengthening near-term loss predictability and proactive risk management.
Lead strategic initiatives to modernize customer decisioning infrastructure, enabling scalable, customer-centric, and data-driven strategy deployment.
Act as a trusted 1LOD strategy lead, influencing stakeholders and ensuring alignment between business execution, regulatory expectations, and risk governance.
Supports the execution/delivery of accurate and efficient reporting solutions for risk, regulatory and management information to internal and external stakeholders including regulatory bodies.
Identifies customer trends and patterns to address identified business questions; Presents findings & recommendations in a simple, clear way to drive action.
Participates in implementation of strategic initiatives across BMO by partnering with various internal & external stakeholders as required.
Supports the planning and execution of the change management process including simulation, validation testing and reporting requirements to evaluate the effectiveness of the new or modified strategies.
Executes work to deliver timely, accurate, and efficient service for scheduled reporting production processes.
Independently produces & summarizes statistical findings, draws business conclusions, and presents actionable business recommendations (e.g. Customer insights and risk-reward management strategies/tactics).
Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
Collaborates with internal & external stakeholders to provide business context in the design, develop and implementation of programs & solutions.
Works independently and regularly handles non-routine situations.