Service Delivery Lead, TPS

BMO•Montreal, QC

2d•CA$56,000 - CA$103,500

About The Position

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions. Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus. Exercises judgment to identify, diagnose, and solve problems within given rules. Works independently on a range of complex tasks, which may include unique situations. Broader work or accountabilities may be given 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.

Requirements

4 – 6 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred. Any other related discipline or commensurate work experience considered.
Technical proficiency gained through education and/or business experience.
Intermediate level of proficiency: Project Management
Intermediate level of proficiency: People Management
Intermediate level of proficiency: Stakeholder Management
Intermediate level of proficiency: Strategic Thinking
Advanced level of proficiency: Product Knowledge
Advanced level of proficiency: Regulatory Compliance
Advanced level of proficiency: Data Analysis Reporting
Advanced level of proficiency: Document Management
Advanced level of proficiency: Microsoft Office
Advanced level of proficiency: Problem-Solving
Advanced level of proficiency: Detail-Oriented

Responsibilities

Monitors the financial performance of client portfolios, identifying opportunities to optimize revenue while maintaining high levels of service and satisfaction.
Communicates with clients about upcoming changes, enhancements to existing products/services, or potential impacts on usage.
Addresses customer service issues according to established guidelines, escalating as required.
Tracks collection of client service fees
Analyses client feedback, market trends, and competitive intelligence to provide actionable insights for strategic planning.
Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
Provides input into the planning and implementation of operational programs.
Searches for opportunities for cost reductions.
Collaborates to address client/outstanding issues including how issues are handled.
Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
Monitors operational performance across multiple teams or service lines, ensuring alignment with KPIs and the achievement of service level agreements (SLAs).
Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
Responds to and facilitates the resolution of client service requests.
Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.