You're using an older version of Internet Explorer that is no longer supported. Please update your browser.
BMO

Manager - Sharing Support

BMO
Location
Toronto, ON
Details
Full Time
Yesterday
Address:
250 Yonge Street

Job Family Group:

Customer Shared Services

Provides day-to-day delivery of critical processes, administration and servicing activities in in connection with retail and commercial deposits and payments. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience. Deposit and Payments operations includes (but are not limited to) specialized operations processes and activities related to cheque and electronic transaction processing, lockbox and remote deposit processes, account maintenance and monitoring, etc.
  • Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
  • Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
  • Helps determine business priorities and best sequence for execution of business/group strategy.
  • Communicates with internal business partners and external customers to respond to standard and non-standard inquiries.
  • Ensures alignment between stakeholders.
  • Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
  • Monitors and tracks performance, and addresses any issues.
  • 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.
  • Provides input into the planning and implementation of operational programs.
  • Fulfills routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/requests, and/or audit/reconciliation activities.
  • Analyzes and resolve complex issues efficiently and effectively in accordance with Bank and industry standards. Act as primary back-up to team members and as back-up to the manager.
  • Evaluates circumstances requiring exceptions and engages senior management for resolution where required.
  • Resolves standard and relatively straightforward issues, referring non-routine issues to more senior team members and/or manager.
  • Performs the coordination of work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, quality control, training, team coaching and guidance, operations research and problem resolution.
  • May function as a problem-solving resource for more junior staff, referring non-routine issues to more senior team members and/or manager.
  • May perform quality control and training.
  • Organizes work information to ensure accuracy and completeness.
  • Provides input and analysis into and participates in the planning, testing and implementation of continuous improvement projects as required.
  • Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
  • May acts as the day to day contact for vendors; supports the implementation, maintenance, and sustainment of vendor solutions.
  • Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.
  • Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
  • Follows documented policies and procedures to execute day to day transactions, activities, processes and ensures all Service Level Agreements(SLAs) are met.
  • Checks and reconciles information and documentation to ensure accuracy and completeness.
  • Identifies and resolves discrepancies in accordance with standard procedures. Escalates issues, where necessary, as per guidelines.
  • Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
  • Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.
  • Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained.
  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
  • Exercises judgment to identify, diagnose, and solve problems within given rules.
  • Works independently on a range of complex tasks, which may include unique situations.
  • Broader work or accountabilities may be assigned as needed.
    Qualifications:
  • Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Knowledge and experience using relevant systems and technology - In-depth.
  • Knowledge and understanding of the business unit's key products and services, processes and controls - In-depth.
  • Knowledge of the risk and regulatory requirements of the business - In-depth.
  • Prioritization skills - Good.
  • PC skills (MS Word, Excel, PowerPoint) - In-depth.
  • Ability to multi-task in a fast-paced environment.
  • Technical proficiency gained through education and/or 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.


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 https://jobs.bmo.com/ca/en .

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. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.
Category
Customer Service and Support