Senior Quality Delivery Product Manager

BMO • Chicago, IL

2d • $100,000 - $220,000

About The Position

The Grade 8 Senior Product Manager supports the development and delivery of product strategy, performance, customer experience, risk management, and continuous improvement for assigned U.S. Consumer Deposits products and capabilities. As part of the Product Delivery Quality team, the role also supports cross-product quality and risk activities, including complaint management, customer remediation, and resolution of operational or technical issues.

The position focuses particularly on holds and funds availability. It serves as a knowledgeable resource who analyzes performance and customer outcomes, recommends policy and process improvements, and partners with cross-functional stakeholders to enhance automated decision rules. The role applies product-management discipline, independent judgment, and data-driven insights to deliver business priorities while meeting customer, operational, risk, and regulatory expectations.

Requirements

• Typically 5 to 7 years of relevant product management, banking, financial-services, deposit operations, risk, compliance, technology, or related experience.
• Post-secondary education in business, finance, analytics, technology, or a related field, or an equivalent combination of education and experience.
• Strong knowledge of product management practices, including strategy, performance management, requirements, implementation, and ongoing optimization.
• Strong working knowledge of checking and savings products, the broader retail deposit portfolio, related operational processes, and customer and risk considerations.
• Experience using data to identify trends, evaluate trade-offs, isolate root causes, and recommend product, policy, process, control, or remediation improvements.
• Experience developing business requirements and partnering with cross-functional teams to implement operational and technical changes.
• Ability to make sound decisions independently and provide strategic direction on complex technical or operational initiatives.
• Leadership ability and capacity to influence and build alignment across business, operations, technology, risk, compliance, and customer-facing teams.
• Strong verbal and written communication, analytical, problem-solving, project management, and change management skills.
• Proficiency with Microsoft Excel and PowerPoint, with the ability to translate detailed analysis into clear recommendations.

Nice To Haves

• Deposit operations experience with Host, TPSS, or comparable core deposit-processing platforms.
• Knowledge of check processing, holds and funds availability, and Regulation CC.
• Experience with complaint management, customer monetary remediation, regulatory or agency complaints, or issue management.
• Experience with automated decision engines, fraud strategy, operational risk, or regulatory issue management.
• Experience working in an agile delivery environment.
• Experience designing dashboards, key performance indicators, key risk indicators, testing strategies, or post-implementation monitoring.

Responsibilities

• Develop and support strategies, plans, and roadmaps for Holds & Funds Availability aligned with business and risk objectives and customer experience goals.
• Monitor product performance, customer behavior, financial results, operational outcomes, risk indicators, complaint trends, and market developments to identify issues and recommend actions.
• Lead or support initiatives from concept through implementation, including business cases, requirements, prioritization, testing, readiness, communications, change management, and post-implementation review.
• Provide strategic direction and business leadership for technical initiatives affecting deposit products, processes, controls, and customer outcomes.
• Partner with Consumer Deposits, Fraud, Risk, Compliance, Legal, Deposit Operations, Digital, ATM, financial centers, Technology, Customer Care, and other stakeholders to deliver product, risk, and process improvements.
• Serve as a subject-matter resource for holds and funds availability, including related policies, processes, controls, customer impacts, and regulatory requirements.
• Analyze hold activity, release timing, overrides, losses, complaints, exceptions, and channel outcomes to identify patterns, root causes, and improvement opportunities.
• Recommend enhancements to holds and funds availability policies and processes, balancing customer access, fraud and credit risk, operational feasibility, and regulatory requirements.
• Develop business requirements and partner with Technology and other stakeholders to improve and maintain the automated holds rules engine and related decision logic.
• Support complaint management by analyzing customer feedback, identifying systemic themes, coordinating responses to complex or escalated matters, and translating findings into corrective actions.
• Lead or support customer monetary remediations, including issue assessment, impact analysis, remediation planning, stakeholder coordination, customer communications, execution oversight, and closure documentation.
• Support risk identification, issue management, and remediation activities for assigned deposit products and capabilities, including root-cause analysis and sustainable corrective actions.
• Support governance, issue resolution, reporting, and stakeholder forums for assigned products and capabilities, including holds and funds availability.
• Translate complex product, policy, regulatory, technical, and analytical information into clear recommendations, communications, procedures, and training materials.
• Apply BMO’s Risk Management Framework, Risk Culture, approved Risk Appetite, policies, standards, procedures, laws, and regulations while taking measured risks and protecting the bank.

Benefits

• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans
• Performance-based incentives and discretionary bonuses may be included in the total compensation package, depending on pay type.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed