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Manager - Virtual Connect Analytics

Posted 5 days ago

Job Details


Job Description

Application Deadline:


33 Dundas Street West

Job Family Group:

Data Analytics & Reporting

As a Manager, BMO Virtual Connect Analytics , you will be responsible to apply data analytics and strategy to identify opportunities for optimizing operational efficiency, channel optimization, driving sales and revenue growth, and enhancing customer as well as employee experience for various departments within BMO Virtual Connect, including, but not limited to Business Banking, Treasury Payment, Small Business . Leveraging your expertise in data analytics, you will collaborate with cross-functional teams to extract actionable insights from various datasets related to customer segments, call center operations and sales performance. Your findings and recommendations will directly contribute to strategic decision-making processes aimed at improving overall business performance and customer satisfaction.

Key Responsibilities:

Analytical Capabilities & Critical Thinking
  • Understand business KPIs, relevant drivers and factors that can help reach business objectives for teams such as Business Banking, Small Business and Treasury Payment Solutions and more.
  • Design, develop, and implement innovative analytical solutions; and improve production and ad-hoc reporting processes with the goal of optimizing consumption and performance.
  • Development and execution of strategic analytical solutions & reporting initiatives based on an understanding of the business strategy and stakeholder needs.
  • Break down strategic problems and, analyze data and information to provide subject matter insights and recommendations.
  • Work with other data and analytics professionals to optimize, refine, automate, and scale analysis into repeatable analytics solutions and decision support tools.
  • Demonstrate ownership and accountability to identify opportunities as well as implement and evaluate initiatives aimed at enhancing call center efficiency and sales effectiveness.
Data Analytics and Best Practices
  • Gather, organize, and analyze large, complex datasets (from multiple sources: both structured and unstructured) from customer data, call logs, sales data, and other relevant sources.
  • Utilize statistical methods and analytical techniques to uncover trends, patterns, and correlations within the data.
  • Identify key drivers impacting call center efficiency, sales productivity, and customer satisfaction; and perform in-depth analysis to provide actionable, data-driven insights and recommendations.
  • Proactively identify opportunities for process improvements, cost reductions, and revenue optimization based on data analysis.
  • Be a practitioner of data best practices including QA for data accuracy and integrity, stable design, code optimization, and automation techniques.
  • Document and maintain operational procedures and processes relating to analytical and reporting processes.
Reporting and Visualization:
  • Develop, maintain, and monitor comprehensive customized reports, dashboards, and data visualizations based on partner needs and communicate data driven insights effectively to stakeholders.
  • Present insights and recommendations to peers as well as Senior Leadership in a clear, concise manner to facilitate data-driven decision-making processes.
  • Develop and delivers training programs for use of reporting tools and self-serve analytics by non-analytical end users; may include delivery of training to audiences.
  • Integrate information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
Cross-Functional Collaboration:
  • Collaborate with cross-functional teams to implement and evaluate initiatives aimed at enhancing call center efficiency and sales effectiveness.
  • Build effective relationships with internal/external stakeholders and function as a subject matter expert on data analytics, providing guidance and support to stakeholders across the organization.
Risk Management
  • Ensure measurement reports meet governance and risk policies and identifying opportunities and solutions for continuous improvements.
  • Bachelor's degree in Mathematics, Statistics, Computer Science, Economics, or a related field of study. Advanced degree preferred.
  • Typically, 5-7 years of relevant work experience in data manipulation and analysis, preferably in an analytics-driven environment. Familiarity with banking processes, call center software, and sales analytics platforms is a plus.
  • Knowledge and deep understanding around Business Banking process, products and services is a plus.
  • Proficiency in MS Office products and data analytics, data visualization and statistical tool sets including but not limited to SQL, SAS, R, Python, SPSS, Spotfire, Tableau, Power BI
  • Strong analytical, problem-solving, and data-driven decision-making skills.
  • Initiative-taking approach to identifying and addressing business challenges.
  • Meticulous mindset with a focus on accuracy and precision.
  • Excellent verbal and written communication, and presentation skills, with the ability to convey technical concepts to non-technical audiences.
  • Ability to work independently as well as collaboratively in a fast-paced, dynamic environment.
  • Ability to plan, organize and work on multiple tasks simultaneously whilst taking ownership and accountability.
  • Proven experience and proficiency in Creative Thinking, Data storytelling, Decision Making and end-to-end project management.
Compensation and Benefits:

$68,000.00 - $126,000.00

Pay Type:


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:

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.

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.

About BMO

THERE’S NEVER BEEN A BETTER TIME TO BE PART OF BMO. We’ve set our sights on being the bank that defines great customer experience. Our customers’ needs are changing and so are we. Everyone who works here has a role to play in making a difference for our customers. Every day. It’s an amazing feeling when you know you’re making a customer’s life better, and you can do it at BMO – whether you’re imagining a new product, designing a customer experience, streamlining an application, launching a marketing campaign or just being there in a very human way with the right answer.


Banking & Finance

Company Size

10,000+ employees

Application closing date is 2024-08-10

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