TPS Community Head

BMO•Burnaby, BC

12d

About The Position

This is an award-winning leadership role within BMO’s Treasury & Payment Solutions (TPS) team, a North American leader in commercial payments and cash management. The TPS team has shown significant growth and innovation, earning multiple industry awards for digital banking and client service excellence. This specific leadership position is part of the North American Client Services and Implementation team, which is responsible for the onboarding, implementation, and service management of Treasury and Payment products and services for Business Banking, Commercial, and Capital Markets clients across the United States and Canada. As a Community Head, the incumbent will be responsible for the effective management of onboarding and service processes, leading a team of professionals in client solution delivery, and managing resources, functions, and third parties. The role also involves implementation support, control processes, and maintaining an effective framework of policies and procedures. This position requires strong partnership with various stakeholders to ensure an optimal customer experience and continuous process improvement based on evolving client needs, product changes, competitive landscape, and regulatory updates.

Requirements

Seasoned expert with extensive industry knowledge.
Technical leader viewed as a thought leader for innovation.
Advanced level of proficiency in: Change Management, Project Management, Problem-Solving, Detail-Oriented, People Management, Stakeholder Management, Strategic Thinking.
Expert level of proficiency in: Product Knowledge, Regulatory Compliance, Data Analysis, Reporting, Document Management.

Nice To Haves

9+ years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment.
Bachelor’s degree in Business Administration, Finance or Marketing, or any other related discipline or commensurate work experience.

Responsibilities

Effectively manage onboarding and service processes.
Lead a team of professionals that manage implementations and client servicing for business, commercial and corporate customers throughout North America.
Manage end-to-end resources, functions, and third parties involved in client solution delivery.
Provide implementation support, control processes, and an effective framework of policies and procedures for the group.
Partner effectively with multiple stakeholders to deliver an optimal customer experience.
Continuously improve processes based on evolving needs of clients as well as to accommodate product, competitive, and regulatory changes.
Participate on client calls as required.
Address customer services issues according to established guidelines, escalating as required.
Develop solutions for customer issues by engaging multiple internal stakeholders as required.
Act as a subject matter expert on relevant regulations and policies.
Develop strategies to enhance the overall client experience, optimize operational performance, and increase customer satisfaction.
Oversee the management of audits and ensures adherence to regulatory requirements maintaining a strong control environment.
Lead the management teams and work closely with executive leaders from different departments to ensure client service goals are embedded in all strategic initiatives.
Manage multiple complex processes or programs; establish budgets based on department needs and strategy.
Lead the organization in adapting to evolving market conditions, ensuring the client service function remains responsive and competitive.
Engage with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
Respond to and facilitate the resolution of client service requests.
Collect and analyze client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
Ensure all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
Foster a culture aligned to BMO purpose, values and strategy and role model BMO values and behaviours in all that they do.
Ensure alignment between values and behaviour that fosters diversity and inclusion.
Regularly connect work to BMO’s purpose, set inspirational goals, define clear expected outcomes, and ensure clear accountability for follow through.
Build interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
Attract, retain, and enable the career development of top talent.
Improve team performance, recognize and reward performance, coach employees, support their development, and manage poor performance.
Lead and execute business development plans so that business goals are achieved or exceeded.
Operate at a group/enterprise-wide level and serve as a senior specialist resource across BMO.
Influence how teams/groups work together.
Apply expertise and think creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
Communicate abstract concepts in simple terms.
Foster strong internal and external networks and work with and across multiple teams to achieve business objectives.
Anticipate trends and respond by implementing appropriate changes.
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.