Guides, directs, and coaches staff to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the best interest of the customer. Advises customers on lending/credit card strategies and products that meet their financial objectives. Identifies and makes referrals to other business groups. Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank's policies and processes.

• Manages people and leads a team capable of delivering the desired business results.


• Develops and executes a 6-12-month plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.


• Contributes to the achievement of business objectives through direct market intervention by conducting sales calls, establishing a personal referral network, and other business development activities.


• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.


• Coordinates service requests and problem resolution processes to ensure accurate completion and follow-up that meets or exceeds customer expectations, or escalates to manager for resolution.


• Generates leads to build and maintain customer relationships, resulting in outcomes that define a great customer experience.


• Supports the Bank's community involvement and participates in community activities.


• Develops and maintains a network in the community to enhance the Bank's visibility and build a strong referral source for new potential business.


• Conducts cold calls to prospective customers to develop and maintain customer relationships.


• Resolves customer related issues using knowledge of bank services, products, and processes.


• Supervises the team to ensure customers are provided with superior service that defines a great customer experience.


• Fulfills sales and service activities for the customer in accordance with approved procedures.


• Continuously assesses and improves the fit-to-role and the skill / knowledge of subordinates to deliver on the desired customer experience.


• Provides input into area business and market plans to optimize new and existing business opportunities within the community.


• Provides advice and guidance to assigned business/group on implementation of solutions.


• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.


• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.


• Identifies skill / knowledge gaps and performance improvement opportunities for associates and specialists on the team.


• Continually assesses and improves the level of individual and team performance through coaching.


• Implements, reviews, and revises work plans.


• Applies Bank's performance and talent management system to manage performance and develop talent of direct reports.


• Helps determine business priorities and best sequence for execution of business/group strategy.


• Conducts independent analysis and assessment to resolve strategic issues.


• Maintains relationships with third party stakeholders (e.g. CDC, MasterCard, Symcor, etc.) to maintain knowledge of interdependent systems and related policies and procedures.


• Builds effective relationships with internal/external stakeholders.


• Ensures alignment between stakeholders.


• Reviews and monitors sales and service performance against plan to identify gaps, issues, and best practices to develop and implement action plans that close performance gaps and resolve issues.


• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.


• Monitors and tracks performance, and addresses any issues.


• Designs and produces regular and ad-hoc reports, and dashboards.


• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.


• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.


• Provides guidance, direction, and coaching to the team to ensure individuals have a working proficiency in the retail sales environment and meet stated objectives.


• Coordinates daily work routines, assigns duties, and leads hiring processes.


• Provides technical training to branch employees to maintain operational and sales effectiveness and recommend improvements.


• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.


• Coordinates the implementation of national and regional sales and service initiatives.


• Monitors the service request and problem resolution processes for adherence to national standards.


• Provides input into the planning and implementation of operational programs.


• Executes work to deliver timely, accurate, and efficient service.


• Manages transactional outcomes for customer calls or defers to appropriate internal business groups.


• Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.


• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.


• Builds effective relationships with internal/external stakeholders.


• Ensures alignment between stakeholders.


• Analyzes data and information to provide insights and recommendations.


• Gathers and formats data into regular and ad-hoc reports, and dashboards.


• Maintains the confidentiality of customer and Bank information.


• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.


• Protect the Bank's assets in compliance with all regulatory, legal, and ethical requirements


• Complies with legal and regulatory requirements, including Anti-Money Laundering and Terrorist Financing reporting, Financial Consumer Agency of Canada (FCAC), and the Privacy Act.


• 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 assigned as needed.

Qualifications:

• Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.


• General knowledge of credit card products.


• Advanced knowledge of competitive marketplace and trends in product offerings.


• General knowledge of branch operational processes and policies.


• General knowledge of branch technologies, processes, and performance metrics.


• General knowledge of competitive market place and trends in product offerings.


• Specialized knowledge from education and/or business experience.


• Verbal and written communication skills - In-depth.


• Collaboration and team skills - In-depth.


• Analytical and problem solving skills - In-depth.


• Influence skills - In-depth.


• Technical proficiency gained through education and/or business experience.


• 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.

U.S. Only: This position will act as an originator of consumer loans as defined by Regulation Z, Regulation G, and the Secure and Fair Enforcement for Mortgage Licensing Act (the S.A.F.E. Act). This position will require a Federal registration with the Nationwide Mortgage Licensing System and Registry. The Bank will instruct you on the registration requirements needed to comply with this requirement. A criminal background review and credit history evaluation will be required for this position as well as restrictions on performing in a real estate agent capacity.