Customer Shared Services Manages day-to-day operations, solves issues for a designated digital channel platform operation. Ensures coordination and provides logistical support for the implementation of change and maintenance activities to support the overall health of all digital channels (such as tablet, mobile, online, tools, alerts). Supports initiatives and operational programs for production support, system enhancements, product upgrades and development. Works across BMO to develop solutions that optimize channel operations processes and advance the customer experience. Acts as a trusted advisor to assigned business/group. Influences and negotiates to achieve business objectives. Recommends and implements solutions based on analysis of issues and implications for the business. Leads the design, implementation and management of core business/group processes. Provides advice on the functionality, applicability, and usability of channel / platform solutions to support business requirements. Helps determine business priorities and best sequence for execution of business/group strategy. Breaks down strategic problems, and analyses data and information to provide insights and recommendations. 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. Coordinates the work of UAT Testers and acts as a senior resource on the team; Leads the design, implementation and management of core business/group processes for channel operations management. Annual programs, upgrades, regulatory changes and projects to support short and long-term business objectives. Monitors and tracks performance on applicable indicators and addresses any issues. Performs testing activities for software applications, processes, functionality changes and release updates into the channel setting. Works with development teams to ensure quality and timeliness of changes into the channel platform operations. Analyzes data and information to provide insights and recommendations. Executes specific activities for the implementation of strategic initiatives; Gathers and formats data into regular and ad-hoc reports, and dashboards. Focus is primarily on business/group within BMO; Provides specialized consulting, analytical and technical support. 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. 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. Data driven decision making
- In-depth. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. 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. 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. 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. Accommodations are available on request for candidates taking part in all aspects of the selection process.

📌 Responsable Opérationnel (Canada)
🏢 BMO
📍 Canada