Director, Service Model Design Location: Toronto, ON, CAN
Time Type: Full time
Posted on: Posted 2 Days Ago
Job Requisition ID: R240027421
Application Deadline: 11/10/2024
Address: 33 Dundas Street West
Job Family Group: Strategy & Change
Lead cross-functional collaboration : Partner with teams within TPS and across the commercial bank to develop a unified customer service model.
Optimize service model : Identify and implement strategies to streamline and simplify customer service functions.
Establish simplified customer experience : Create and maintain a consolidated model for handling customer requests, ensuring a seamless experience and create single point of contact for most servicing needs.
Align functions : Work to align various service functions to eliminate redundancies and improve efficiency.
Stakeholder engagement : Engage with key stakeholders to gather insights and ensure alignment with business objectives.
Customer-centric approach : Ensure all service model optimizations are focused on enhancing the customer experience.
Reporting and analysis : Provide regular updates and reports on service model performance and optimization efforts.
The Director of Service Model Optimization will lead a cross-functional team to redesign and enhance the customer service model for TPS and commercial banking. This role involves strategic planning, role optimization, process improvement, and collaboration with various departments to ensure efficient and customer-centric service delivery. The successful candidate will drive innovative strategies, streamline processes, and foster a culture of transformative change. Ideal candidates will have strong leadership skills, experience in large organizational change management efforts, and a passion for revolutionizing customer and employee experiences.
Qualifications:
Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
Seasoned expert with extensive industry knowledge.
Technical leader viewed as a thought leader for innovation.
Verbal & written communication skills - Expert.
Analytical and problem solving skills - Expert.
Influence skills - Expert.
Collaboration & team skills; with a focus on cross-group collaboration - Expert.
Able to manage ambiguity.
Data driven decision making - Expert.
Salary: $113,900.00 - $211,800.00
Pay Type: Salaried
The above represents BMO Financial Group’s pay range and type. Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.
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. To view more details of our benefits, please visit: here to help
At BMO we are driven by a shared Purpose: 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.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. 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.
To find out more visit us at .
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
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