Advance BMO’s assisted servicing and collections journeys with AI automation, decision support, and operational insight. The hybrid role is based at BMO Place at least three days weekly.

As Director, Journey Enablement, you will lead business-led transformation across Business Banking products and channels. You will improve service effectiveness, reduce operational complexity, and strengthen risk and fraud management capabilities. Success requires balancing client financial health, portfolio performance, employee productivity, controls, dependencies, capacity, and business value.

Key Responsibilities:

- Champion AI and automation across servicing journeys
- Improve operational efficiency and reduce client effort
- Preserve controls, evidence, and auditability




- Coordinate implementation across business and technology teams
- Lead change management from readiness through sustainment

Requirements:

- Experience leading complex transformation initiatives
- Experience with AI process automation and optimization
- Robust people leadership and coaching experience
- Ability to manage competing priorities and dependencies
- Understanding of business processes, controls, and compliance

Lead AI-enabled collections transformation at BMO through change management, controls discipline, journey analytics, and enterprise-wide collaboration.

📌 AI Automation Collections Transformation Director (Toronto)
🏢 BMO
📍 Toronto