Application Deadline: 10/25/2026

Address: 100 King Street West

Job Family Group: Wealth Sales & Service

The Manager, Operations Support leads the Support Professional team responsible for delivering high-quality operational and administrative support to Private Banking professionals and clients. The role builds team capability, oversees day-to-day operational execution, manages risk and complex escalations, and ensures consistent adoption of Bank policies, processes and regulatory requirements. Through strong people leadership and partnership with Private Bankers, the Manager helps enable an effective operation and exceptional client experience.

People Leadership & Development

- Provides day-to-day leadership, coaching and direction to Support Professionals, setting clear expectations for service, operational execution, risk management and accountability.
- Conducts regular performance, coaching and career-development discussions and recognizes solid performance and contributions.
- Supports onboarding and training, ensuring employees receive practical experience and are able to independently perform critical responsibilities.
- Identifies skill gaps and development opportunities and supports individual development, career progression and succession planning.
- Builds an engaged, inclusive team setting and promotes knowledge sharing and collaboration.

Workload, Coverage & Operational Support

- Coordinates team resources to maintain appropriate coverage and continuity of service while balancing operational and client priorities.
- Monitors workload and capacity and helps the team effectively prioritize competing demands.
- Identifies workflow gaps,



bottlenecks and capacity concerns and works with stakeholders to resolve them.
- Promotes consistent processes, service expectations and operating practices across the Support Professional team.

Complex Issues & Operational Escalations

- Acts as an escalation point for complex, unusual or non-routine transactions and operational situations.
- Provides guidance to Support Professionals and partners with Private Bankers and other stakeholders to resolve client-impacting issues.
- Balances client needs with operational risk, Bank policy and regulatory requirements.
- Engages and escalates matters to Compliance, Risk, Operations or other internal partners as appropriate.

Risk, Controls & Operational Quality

- Monitors operational quality and identifies trends in errors, exceptions, audit findings and operational irregularities.
- Identifies root causes and implements appropriate coaching, training or corrective actions to reduce recurring issues.
- Uses operational reporting and dashboards to identify trends, knowledge gaps and areas requiring additional attention.
- Reinforces adherence to Bank policies, procedures, operational controls and applicable regulatory requirements.

Policy, Regulatory & Change Management

- Translates new or changing policies, procedures and regulatory requirements into clear,



practical expectations for the Support Professional team.
- Reinforces requirements through team communication, coaching, training and ongoing follow-up, addressing recurring knowledge or execution gaps.
- Leads the team's adoption of new systems, processes, tools and operational programs, ensuring employees are prepared for implementation.
- Supports pilots and new initiatives, provides feedback on operational impacts and monitors adoption following implementation.

Business Partnership & Client Experience

- Builds strong working relationships between Support Professionals, Private Bankers and other key partners.
- Clarifies roles, responsibilities and service expectations to support an effective partnership model.
- Facilitates constructive feedback and helps resolve workflow, communication or partnership issues that may affect operational effectiveness or the client experience.
- Identifies opportunities to strengthen processes, service consistency and overall operational execution.

Qualifications

- Typically 5 to 7 years of relevant experience in banking, wealth management, financial services, operations or a related environment.
- Demonstrated experience leading, coaching and developing employees.
- Strong operational experience, including managing complex or non-routine client and transactional situations.
- Strong understanding of operational risk, controls, policies and procedures within a regulated financial services environment.
- Experience supporting or leading changes to systems, processes, policies or operating procedures.
- Strong judgment, problem-solving and organizational skills with the

📌 Manager, Operations and Support, Private Wealth (Toronto)
🏢 BMO
📍 Toronto