Lead assisted servicing and collections transformation at BMO, using journey strategy, process redesign, and AI enablement. This hybrid role requires BMO Place attendance at least three days weekly.

As Director, Journey Enablement, you will own Business Banking’s Assisted Servicing and Collections Journey across channels. You will define target-state experiences, simplify operations, and deliver measurable business outcomes. The work spans servicing, renewals, remediation, collections, and exception management.

Key Responsibilities:
Define target-state assisted servicing and collections experiences
Lead transformation initiatives modernizing servicing capabilities
Prioritize journey prospects across competing business needs
Scale AI-driven automation, insights,



and decision support
Track journey KPIs and business outcomes

Requirements:
Significant business transformation or process redesign experience
Experience leveraging AI for automation and decisioning
Experience building and leading teams
Typically nine-plus years of relevant experience
Expert knowledge of risk, regulatory, and compliance requirements

Shape BMO Business Banking journeys through transformation leadership, process simplification, AI enablement, and measurable operational improvement.
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📌 Director Assisted Servicing Transformation Toronto
🏢 BMO
📍 Toronto