Senior Sales & Service Platforms Specialist

BMO

5d • Remote

About The Position

Maximize the effectiveness and productivity of our sales and service employees in all channels through differentiated sales and service employee technology platforms (i.e. Digital One, TPSS, TPT, Forms, Salesforce). Work with the Director, Senior Specialists, and other partners to define and guide the evolution of our sales and service platforms as key enablers of a seamless omni-channel customer and employee experience. Deliver on a wide range of workstreams involving sales and service platforms to optimize the performance of US Banking distribution channels and how they work together. Lead or participate in business initiatives of varying sizes and complexities, working with Technology and Business partners on planning and execution and providing subject matter expertise on employee platforms and multi-channel operations. Key success factors for the role include contributions to improved growth and productivity, superior user experience, better regulatory compliance, and risk mitigation. Supports the delivery of digital solutions for a designated business / group in support of the digital strategy. Acts as an advisor and partner between the business / group and the technology platform stakeholders for development. Designs, develops and enhances the product or platform offering (i.e. TPSS, TPT, Digital One, Salesforce) by collaborating with internal & external stakeholders, including third party suppliers, to enable the business / group to meet their evolving needs and intended user experience. Acts as a trusted advisor to assigned business/group. Influences and negotiates to achieve business objectives. Recommends and implements solutions based on analysis of issues and implications for the business. Assists in the development of strategic plans. Identifies emerging issues and trends to inform decision-making. Supports the execution of strategic initiatives in collaboration with internal and external stakeholders. Helps determine business priorities and best sequence for execution of business/group strategy. Conducts independent analysis and assessment to resolve strategic issues. Provides advice about how to enable the intended experience and overarching strategy through leverage of digital services and related programs. Builds effective relationships with internal/external stakeholders. Ensures the business/group understand how digital solutions (including channel, platform & service capabilities) meet business needs. Provides input into the planning & implementation of operational programs for an assigned digital channel / platform / service and executes within required service level agreements and standards. Develops an understanding of the digital solution design interactions and user flows for the user experience to design solution options. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. Monitors and tracks performance and addresses any issues. Reviews the program for effectiveness, considers industry trends and recommends enhancements; makes changes as required.

Requirements

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Combination of financial services and technology exposure; in-depth / expert understanding of digital issues/trends and how to leverage technology for competitive advantage.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• In-depth knowledge of digital channels and workplace technology platforms and services.
• In-depth / expert knowledge of digital technology user interfaces, UX design practices, usability testing and digital analytics.
• In-depth / expert project management experience related to technology design, development and implementation.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Responsibilities

• Assist in development and implementation of strategy with respect to sales and service platforms, namely TPSS, TPT and Salesforce Integration for employees in US Banking assisted channels (branch, BMO Virtual Connect, specialized sales forces)
• Ensure the effective integration of platform change efforts in concert with an integrated, multichannel distribution strategy
• Contribute thought leadership and advice to assist business groups in formulating solutions for identified issues, suggesting solutions that desktop technology (either with or without enhancements) can provide, and identifying business benefits
• Look for and act upon opportunities to derive business value and incrementally improve the customer and/or employee experience in all changes being made to the sales and service platform (e.g. technology initiated projects; compliance initiated changes)
• Identify creative, cost-effective solutions for identified business challenges, leveraging our current state desktop technology where opportunities exist and enhancing it as needed
• Utilize external publications and forums to remain up to date on changes in industry trends, best practices globally, innovations and customer behaviors to identify opportunities, understand applicability and potential impacts to the marketplace

Benefits

• BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.
• To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level