Manager, Client Service

Address:

The Manager Client Services, Client Delivery Team, Canadian Commercial Banking will provide exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled and/or portfolio-aligned team of Client Delivery Associates.

The Manager will manage a team of Client Delivery Associates (CDA's) that are aligned to multiple lines of business in Canadian Commercial Banking.

• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.

• Ensures alignment between values and behaviour that fosters diversity and inclusion.

• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.

• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.

• Attracts, retains, and enables the career development of top talent.

• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.

• Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.

• May be able to apply interest adjustments based on limits.

• Ensures that requests/inquiries are resolved and closed as per the client’s expectations and to their satisfaction.

• Demonstrates an in-depth understanding of product and service , by providing needed information or directing clients to the appropriate source.

• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.

• Analyzes and interprets service problems to identify root causes and makes recommendations.

• Attends internal meetings with team members to discussing client/outstanding issues with colleagues, including reviewing how issues are handled.

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

• Participates in audit and customer issues resolution, correct irregularities escalate as per established procedures.

• Proactively notifies clients of any upcoming changes or enhancements to existing products/services or potential usage.

• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.

• Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.

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

• Actively listens to clients' concerns and diagnoses clients’ service needs.

• Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.

• Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.

• Accurately documents client requests using the group’s tracking systems.

• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.

• Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.

• Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.

• Supports the development of tailored messaging, which may include writing, editing and distributing communications.

• Tracks collection of client service fees

• Collaborates with internal and external stakeholders in order to deliver on business objectives.

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

• 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.

• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.

• 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.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. 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

We’re here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.