Senior Manager, Monitoring & Customer Insights

BMO•Toronto, ON

3d•Onsite

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 decision-making 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, Monitoring & Customer Insights transforms data into decision‑ready insight across the customer credit lifecycle—from acquisition and underwriting through account management, fraud, and collections—across Consumer and Business Banking credit products. You will own monitoring and insight generation for assigned portfolios or product segments, build early‑warning indicators, and translate trends into clear recommendations that inform credit decisions, portfolio strategy, and customer treatment design. You combine hands‑on analytics with strong business acumen and compelling storytelling to drive responsible growth, portfolio resilience, and an exceptional customer experience.

Requirements

7+ years of progressive experience in Credit Risk, Portfolio Management, Lending, or advanced analytics across consumer and/or business credit portfolios.
Demonstrated ability to translate complex data into strategic insights and influence stakeholders with concise, decision‑ready narratives.
Hands‑on expertise building monitoring frameworks, early‑warning indicators, behavioral segmentation, and performance measurement/back‑testing.
Strong business acumen connecting customer behavior, macro factors, operational signals, and portfolio outcomes; comfortable with trade‑off framing.
Proficiency with SQL and at least one of SAS/Python/R; strong BI skills (Power BI/Tableau) for dashboarding and automated reporting.
Excellent communication skills—able to brief senior audiences succinctly and coach junior analysts on storytelling with data.

Nice To Haves

Experience with credit decisioning strategies (e.g., limit management, pricing, treatment orchestration) and experimentation (A/B, champion/challenger).
Familiarity with model governance/model risk concepts and stress testing; experience integrating model outputs into monitoring and strategies.
Knowledge of collections operations, fraud operations, and hardship programs; exposure to macroeconomic scenario analysis.
Degree in a quantitative field (e.g., Statistics, Economics, Finance, Data Science); graduate degree an asset.

Responsibilities

Operate the end‑to‑end monitoring framework for your assigned retail and/or business credit portfolios, delivering clear, actionable insights to product and risk leaders.
Detect emerging risks and behavioral trends across the lifecycle: acquisition quality, early‑warning indicators, fraud patterns, payment behaviors, hardship programs, and collections outcomes.
Maintain a KPI/KRI library (e.g., risk‑adjusted growth, delinquency/roll rates, loss rates, exposure, vintage performance, fraud typologies, macro sensitivities) with clear definitions and thresholds.
Produce monthly and ad‑hoc portfolio health reads highlighting what’s happening, why it matters, and recommended actions.
Develop a connected lifecycle view that links acquisition risk profiles, account‑management actions (e.g., limit management, pricing, treatments), fraud signals, payment performance, and collections outcomes.
Partner with Credit Risk, Product, Marketing, Fraud, and Collections to translate insights into strategy adjustments, treatment design, champion/challenger tests, or policy changes.
Stand up monitoring for new products, policy changes, and strategy deployments to enable early feedback loops and rapid course‑correction.
Build executive‑ready stories and dashboards that surface risks, opportunities, and trade‑offs; tailor messages for forums such as Product/Credit Councils, Finance reviews, and Risk updates.
Distill complex analysis into concise narratives with a clear POV and next‑best actions; quantify expected impact and measurement plans.
Apply advanced analytics (behavioral scoring, predictive indicators, segmentation, survival/roll‑rate modeling, stress indicators) to improve early‑warning and decision quality.
Enhance monitoring tools (dashboards, automated alerts, predictive flags) and ensure robust measurement/back‑testing so recommendations are evidence‑based.
Partner with model developers and users to operationalize model insights within monitoring and treatment logic; ensure fit‑for‑use and champion/challenger evaluation.
Ensure monitoring and insights align to enterprise risk appetite and comply with internal policies and regulatory expectations.
Escalate anomalies quickly with recommended actions and track them through resolution; maintain audit‑ready documentation of metrics, methodologies, and assumptions.
Collaborate with 2LOD on enhancements, thematic reviews, and risk reporting alignment.
Lead small workstreams or a compact team of analysts (as applicable), setting standards for analytical rigor, documentation, and data storytelling.
Foster a culture of curiosity, effective challenge, and continuous improvement; mentor analysts in lifecycle analytics, experimentation, and executive communication.
Strengthen cross‑functional partnerships with lending operations, fraud operations, modeling, finance, product, and technology.