Service Delivery Lead

BMO•Chicago, IL

4d•$69,000 - $127,800•Onsite

About The Position

Leads a team of professionals handling treasury payments solutions /technical/card customer inquiries, ensuring seamless client experiences. Provides comprehensive support to sales forces and manages risk and compliance. Acts as a change champion and subject matter expert, offering strategic input and developing solutions based on business needs. Promotes a culture aligned with BMO’s values, fostering diversity and inclusion.

Requirements

2 to 3 years of proven leadership and team inspiration experience
Strong understanding of treasury payments/card solutions.
Must have Commercial Banking experience
Must have the experience to manage a team of Dedicated Service Advisors
Excellent communication and organizational skills.
Proficiency in Microsoft Office 365.
Experience in business development and client service.
Problem-solving and collaboration skills.
Knowledge of change management and risk mitigation.
Ability to develop training programs.
Commitment to client advocacy and satisfaction.

Responsibilities

Inspire and guide team members to resolve client issues promptly.
Ensure timely and accurate resolution of tickets/requests.
Empower team with product/service knowledge.
Proactively inform clients of changes/enhancements.
Foster a culture aligned with BMO’s values, promoting diversity and inclusion.
Ensure adherence to guidelines and goals.
Build collaborative teams across functions.
Assist in executing business development plans.
Develop solutions for customer-specific issues.
Participate in client calls and analyze service problems.
Identify process improvement opportunities.
Collaborate with stakeholders to meet business objectives.
Participate in audits and resolve customer issues.
Develop and administer training programs.
Professionally respond to client concerns and document requests.
Develop top talent and improve team performance through training and recognition.
Build effective relationships with stakeholders and analyze client needs.
Monitor client survey results to enhance delivery effectiveness.
Apply quality assurance and incident management practices.
Assign tasks within guidelines by Manager.