Application Deadline:11/06/2026Address:33 Dundas Street WestJob Family Group:Strategy & ChangeThe successful candidate will:We are seeking an experienced leader to drive the end-to-end assisted servicing & collections experience across products and channels, encompassing maintenance, renewals, amendments, portfolio servicing, routing, remediation, collections, delinquency, and exception management. This role will own the Business Banking Assisted Servicing and Collections Journey and will define and execute the vision of assisted servicing across channels from Branch, Relationship Managers to Virtual Connect. The successful candidate will identify and lead opportunities to optimize the client and employee experience, streamline operations, and deliver measurable business outcomes. They will also champion the use of AI and automation to reimagine service experiences, improve operational efficiency, and strengthen risk and fraud management capabilities. This role requires a solid focus on continuous improvement, along with the ability to assess, lead,



and execute the change management needed to successfully deliver transformation. This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.The successful candidate will:Define the target-state assisted servicing and collections experience, including triggers, treatment paths, specialist handoffs, case-management requirements, employee tools, supporting processes and sustainable business-as-usual ownership.Improve service effectiveness and reduce operational complexity by simplifying fragmented servicing processes, directing work to the appropriate channel or specialist team, and reducing unnecessary frontline and client effort.Support the roadmap and strategy for AI enablement across Business Banking, focus on scaling cale AI-driven automation, insights, and decision support to improve

📌 Director, Journey Enablement, Assisted Servicing & Collections (Toronto)
🏢 BMO U.S.
📍 Toronto