Managing the day-to-day operations for a designated digital channel platform is the core of this role, which involves solving issues and ensuring coordination for change and maintenance activities. This position supports initiatives for production, system enhancements, and product upgrades, working across the company to optimize channel operations and enhance the customer experience.
Responsibilities
Act as a trusted advisor to assigned business/group
Influence and negotiate to achieve business objectives
Recommend and implement solutions based on analysis of issues and implications for the business
Assist in the development of strategic plans
Identify emerging issues and trends to inform decision-making
Lead the design, implementation and management of core business/group processes
Provide advice on the functionality, applicability, and usability of channel / platform solutions to support business requirements
Help determine business priorities and best sequence for execution of business/group strategy
Support the execution of strategic initiatives in collaboration with internal and external stakeholders
Ensure alignment between stakeholders
Build effective relationships with internal/external stakeholders
Break down strategic problems, and analyze data and information to provide insights and recommendations
Conduct independent analysis to resolve strategic issues
Build change management plans of varying scope and type; lead or participate in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives
Coordinate the work of UAT Testers and act as a senior resource on the team; provide feedback on test plans
Lead problem resolution and recovery meetings and ensure stakeholder alignment on resolution and /or escalation
Lead the design, implementation and management of core business/group processes for channel operations management
Support development and maintenance of a change / release roadmap for the channels / platform activities e.g. Annual programs, upgrades, regulatory changes and projects to support short and long-term business objectives
Monitor and track performance on applicable indicators and address any issues
Develop and coordinate the execution of the testing strategy for changes and release updates into the channel environment
Execute work to deliver timely, accurate, and efficient service
Support the tracking, prioritization and resolution of issues related to channel / platform tools and applications
Coordinate maintenance and support activities with stakeholders; deploy changes to the production environment
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Perform testing activities for software applications, processes, functionality changes and release updates into the channel environment
Work with development teams to ensure quality and timeliness of changes into the channel platform operations
Develop an understanding of the platform operations and processes; stay current with industry trends
Analyze data and information to provide insights and recommendations
Execute specific activities for the implementation of strategic initiatives; include tracking metrics and milestones
Gather and format data into regular and ad-hoc reports, and dashboards
Execute routine tasks such as service requests, transactions, queries etc. within relevant service level agreements
Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus
Provide specialized consulting, analytical and technical support
Exercise judgment to identify, diagnose, and solve problems within given rules
Work independently and regularly handle non-routine situations
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
Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience
Combination of financial services and technology exposure; solid understanding of digital issues/trends understands how to leverage technology for competitive advantage
In-depth knowledge of digital channels and e.g. contact centre, mobile and online
In-depth understanding of digital channels technology
Frontline customer service experience
In-depth project management experience
In-depth process coordination / process management experience
Deep knowledge and technical proficiency gained through extensive education and 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
Benefits
Performance-based incentives
Discretionary bonuses
Health insurance
Tuition reimbursement
Accident and life insurance
Retirement savings plans
About the Company
At BMO, we are driven by a shared Purpose: Boldly Grow the Good in business and life. 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.
