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Manager, Customer Segments

Toronto, ON
Full Time
55 Bloor Street West

Job Family Group:
Customer Solutions

As the Manager, Customer Segments, you will play an important role in key projects and in the day-to-day operations of the Bank at Work and Best of BMO Programs. You will provide support to the Senior Manager, Customer Segments on a wide array of tasks to ensure excellence in program design, development and delivery; and accelerated customer growth for Personal Banking. In this role, you will have the opportunity to apply your knowledge and skills in relationship management; banking/benefits program design, development and operation; project management, and data and process analysis.

Key Accountabilities

1. Build and maintain trusting relationships with public and private organizations and internal business partners to deliver against key group banking strategic priorities.

2. Evaluate and report on competitor group banking programs on an on-going basis to understand positioning, pricing, strengths and weaknesses.

3. Encourage and support innovation and the development of top group banking programs.

4. Deliver greater productivity by identifying and ensuring that key group banking business processes, policies and supporting infrastructure are aligned to meet the needs and enhance the experience of our customers and satisfy all regulatory requirements.

5. Identify and support initiatives to grow the group banking customer base in BMO and partner channels, including offsite sales and optimizing the activation of sponsorship properties

6. Support the Senior Manager, Customer Segments in the engagement of the Sales and Distribution team and in the development of training and engagement strategies, in partnership with the Customer Experience and Workforce Effectiveness team, to drive customer acquisition.

7. Partner with Marketing and Digital Sales teams on content and to drive digital acquisition metrics in paid, unpaid and secured site channels.

8. Monitor customer acquisition and share of wallet KPIs and trends and socialize results/information with business partners.

9. Execute routine tasks (e.g. service requests, escalations, ad-hoc queries, etc.) in accordance with applicable SLA and policies

10. Work independently and exercises judgment to identify, diagnose, and solve problems

11. Acts as a trusted advisor & ensures alignment between internal and external stakeholders

12. Acts as a Subject Matter Expert for salesforce support & guidance; creates and leads salesforce training and coaching materials

  • 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.
  • Strong knowledge of the banking products (Everyday Banking, Credit Cards, Personal Lending, Home Financing, Investments) & fulfillment procedures.
  • Prior change management experience is an asset.
  • Solid knowledge of process and/or project management.
  • Creativity, problem solving, out of the box thinking,
  • Strong presentation & communication skills

We're 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.
Banking, Finance and Insurance Retail