Senior Manager, Payments Process

BMO•Toronto, ON

21h•Hybrid

About The Position

This role is responsible for leading process excellence including cost optimization and business transformation across complex, highly regulated Credit Card processes. The mandate is to ensure processes are scalable, compliant, cost-effective, and positioned to meet evolving customer, regulatory, and business expectations. The role partners closely with senior leaders and cross-functional stakeholders to drive continuous improvement, manage risk, and deliver measurable outcomes across national operations.

Requirements

Strong background in process excellence, business transformation, or operational strategy within a complex, regulated environment (financial services preferred).
Demonstrated ability to synthesize large volumes of data and operational detail into compelling stories that clearly articulate value, risk, priorities, and outcomes to senior leaders.
Proven experience developing and presenting strategic ideas and forward‑looking solutions, influencing decisions beyond immediate operational scope.
Ability to leverage advanced analytics and emerging technologies, including AI, in a risk‑aware, regulator‑appropriate manner, aligned with enterprise governance and control frameworks.
Exceptional executive communication, stakeholder management, and change leadership skills.
Strong people leadership capability, with experience building, motivating, and developing diverse teams.
Typically 7+ years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience.
Possesses a deep understanding of and problem solving ability for issues within the business/group.
Knowledge of business analysis, project delivery practices and standards across the project lifecycle - Expert.
Knowledge of business/group processes, procedures and controls - Expert.
Understanding of risk, regulatory and compliance requirements - Expert.
Seasoned professional with a combination of education, experience and industry knowledge.
Verbal & written communication skills - In-depth / Expert.
Analytical and problem solving skills - In-depth / Expert.
Influence skills - In-depth / Expert.
Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
Able to manage ambiguity.
Data driven decision making - In-depth / Expert.

Responsibilities

Lead end‑to‑end process design, optimization, and performance management across critical, regulated operations.
Translate complex operational activity, risk drivers, and performance data into clear, executive‑ready insights that support decision‑making at the senior leadership and enterprise levels.
Own and evolve process health metrics, SLAs, and control monitoring to ensure transparency, accountability, and regulatory alignment.
Identify and advance strategic improvement opportunities, including new ways of working and productivity enhancements, while ensuring compliance with enterprise risk and control standards.
Partner with business, technology, risk, compliance, and audit teams to deliver change sustainably and at scale.
Provide leadership, coaching, and direction to a high‑performing team.
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.
Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
Provides strategic input into business decisions as a trusted advisor.
Acts as a subject matter expert on relevant regulations and policies.
May network with industry contacts to gain competitive insights and best practices.
Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.
Influences and negotiates to achieve business objectives.
Assists in the development of strategic plans.
Identifies emerging issues and trends to inform decision-making.
Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
Helps determine business priorities and best sequence for execution of business/group strategy.
Conducts independent analysis and assessment to resolve strategic issues.
Acts as the prime subject matter expert for internal/external stakeholders.
Monitors and tracks performance, and addresses any issues.
Designs and produces regular and ad-hoc reports, and dashboards.
Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
Defines frameworks for managing processes, policies or procedures, etc. in the business/group.
Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
Develops and manages comprehensive information management systems; designs and/or leads initiatives to improve processes, analysis and reporting.
Reviews proposed function/project team outputs for implications to workflow design.
Collaborates in the design, implementation and management of core business/group processes.
Designs processes based on business requirements and best practices.
Ensures the processes adhere to applicable risk, regulatory and compliance requirements.
Streamlines, simplifies and continuously improves existing processes.
Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
Looks for opportunities to eliminate, simplify and automate processes.
Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.
Maintains current process documentation to ensure available for stakeholders as required.
Supports management of processes using established methodologies and tools/system/technology.
Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
Participates in the integration of Core Process transformation across business/groups to deliver process improvements for productivity savings and enhanced customer/employee experience.
Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders.
Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
Resolves issues regarding processes that are raised from all sources/stakeholders.
Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
Implements changes in response to shifting trends.
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.