Collections Performance Coach, Manager

Application Deadline:

06/19/2025

Address:
2465 Argentia Road

As a Manager, key elements of this role include:

• Accountability : Responsible for both day-to-day performance improvements and defining the long-term strategic future of VAR initiative.

• Leadership : Expected to lead by example, the Senior Manager will demonstrate excellence in all aspects of the role, including developing and delivering training, setting goals and expectations, coaching, communicating and potentially demonstrating Collections best practices. In addition, the Senior Manager will be a role model, potentially attracting new change leaders

• Collaboration : Work directly with the Collections leadership, Senior Managers and Directors to achieve and exceed portfolio performance goals, anticipating and adapting to changes in market conditions, legislation and new services available

• Problem-solving : Direct active solution-finding with team managers, coaches, Operational strategy teams, Dialer teams and technology partners

• Coaching : Listen to, guide and mentor managers and coach

• Challenging : Challenges managers to improve processes as SMEs through focused initiatives

• Communication : Communicate operational and cultural challenges and successes to senior managers

• Knowledge : Codify best practices for continuous improvement and disseminate to all parts of the organization

Supports an assigned senior leader in executing strategic priorities for the business/group. Gathers and integrates information to promote the effective and profitable operation of the business/group and enhances the Bank's profile in the marketplace. Works with stakeholders to interpret financial and business results, understands the operating environment & emerging trends and provides planning, support and recommendations to improve operational effectiveness and tracks achievement of objectives. Supports the effective management of risk, including operational and compliance risk and management of the attestation/reporting process specific to the business. Provides strategic counsel on community/industry events and directs and coordinates the logistics of these events. Supports the development of effective, consistent communications for the business/group senior leader and for the leadership team.

• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Acts as a trusted advisor to assigned business/group and assists in the development of business strategies and plans to ensure readiness to meet changing business needs & strategies to support future growth.
• Assists in the development of strategic plans.
• Supports the determination of priorities, current initiatives and planned initiatives in partnership with the business/group and supports requirements related to strategic management for the business/group.
• Works with stakeholders to establish the key business initiatives/priorities to support the strategic direction.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Leads the development of the communication strategy focusing on positively influencing or changing behaviour.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Provides input into the planning & implementation of operational programs.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Conducts independent review, analysis, and resolution of strategic issues.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• 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.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Acts as the primary point of contact for service / customer complaint escalations managing the process and communication and following up to ensure customer satisfaction and optimizing overall customer experience.
• Ensures the effective planning and control of unit operating expenses in accordance with business forecasts to ensure spending is maintained within budget.
• Coordinates budgets and reporting to track actual results vs. budget.
• Employs systems (e.g. customized exception reports, tracking reports etc.) to manage information.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
  
  Qualifications:
• 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.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Grade:
7
Job Category:
People Manager / Gestionnaire

Salary:

$68,000.00 - $126,000.00

Pay Type:

Salaried

The salary range provided reflects BMO Financial group's compensation range for the grade band associated with this position.

Salary placement within the range outlined above is role-based and will vary based on factors such as location, skills, experience, education and qualifications for the role, and may include a commission structure. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set consistent, and competitive ranges. We regularly evaluate compensation, identify any changes in the market and adjust our ranges and existing employee compensation as needed.

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's comprehensive 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: https://jobs.bmo.com/global/en/Total-Rewards

About Us

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.

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.