Director, Digital Sales
Bank of Montreal
Toronto, Ontario, Kanada
Address:
55 Bloor Street West
Bank of Montreal
Toronto, Ontario, Kanada
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| Bank of Montreal |
55 Bloor Street West
Job Family Group:
Customer Solutions
Supports the design, delivery, and optimization of digital self-serve onboarding experiences/ platforms for Everyday Banking and Credit Cards for the Retail Canadian portfolio. Ensures the customer is at the center of plans, designs and development that digitally enables customers. Leverages customer insights to drive the overall customer experience definition and prioritization that enables a focus on what matters most to our customers. Provides product and process expertise to manage the business and people impacts of work. Works across functions, bringing together stakeholders to integrate technology across multiple channels, business groups, geographies and customer segments and ensure alignment with business goals.
Customer Solutions
Supports the design, delivery, and optimization of digital self-serve onboarding experiences/ platforms for Everyday Banking and Credit Cards for the Retail Canadian portfolio. Ensures the customer is at the center of plans, designs and development that digitally enables customers. Leverages customer insights to drive the overall customer experience definition and prioritization that enables a focus on what matters most to our customers. Provides product and process expertise to manage the business and people impacts of work. Works across functions, bringing together stakeholders to integrate technology across multiple channels, business groups, geographies and customer segments and ensure alignment with business goals.
- 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 senior leaders for making business decisions and implementing strategic initiatives.
- Develops an expert understanding of business/group challenges.
- Networks with industry contacts to gather competitive insights and best practices.
- May consult to or serve on various committees and task forces.
- Recommends measures to improve organizational effectiveness.
- Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
- Acts as a subject matter expert on relevant regulations and policies.
- Leads the stand-up and operation of portfolio of teams to achieve agreed outcomes.
- Sets the vision, strategy, for a portfolio of inter-related experience teams that will digitally enable customers on key banking experiences.
- Develops and delivers the product vision and roadmap for a defined digital customer experience and manages the impacts.
- Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
- Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
- Designs and produces regular and ad-hoc reports, and dashboards.
- Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
- Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
- Leads a self-managed agile team focused on a designated customer digital experience.
- Leads the design, implementation and management of core business/group processes.
- Provides advice and guidance to assigned business/group on implementation of solutions; Represents the “voice of the customer” for the digital customer experience, familiar with customer feedback/pain points.
- Recommends and implements solutions based on analysis of issues and implications for the business.
- Influences and negotiates to achieve business objectives.
- Assists in the development of strategic plans; Identifies emerging issues and trends to inform decision-making.
- Helps determine business priorities and best sequence for execution of business/group strategy.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders (Product, Technology, Corporate Support Areas, business partners, etc.)
- Builds effective relationships with internal/external stakeholders including third party suppliers.
- Collaborates with internal and external stakeholders in order to deliver on business objectives.
- Builds effective relationships with internal/external stakeholders
- Ensures alignment between stakeholders.
- Analyzes customer data and information to provide insights and recommendations.
- Gathers and formats data into regular and ad-hoc reports, and dashboards.
- Monitors and tracks customer experience, process performance and other metrics; 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.
- Provides input to the planning & implementation of changes in the channel operations environment.
- Decides how to address requirements/user stories/product needs.
- Writes user stories and helps to define requirements.
- Supports execution and build of team deliverables/work streams within required service level agreements and standards.
- Works with development and platform teams to ensure quality and timeliness of changes into the channel operations environment.
- Supports the tracking, prioritization and resolution of issues related to customer digital experience.
- Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.
- Influences how teams/groups work together.
- Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
- Communicates abstract concepts in simple terms.
- Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
- Anticipates trends and responds by implementing appropriate changes.
- Broader work or accountabilities may be assigned as needed.
- Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- A high level of curiosity, comfort with ambiguity and willingness to challenge the status quo.
- Ability to translate strategy, market trends, and customer needs into requirements and integrated, deployable feature sets.
- A track record of building and deploying digital initiatives across mobile, tablet & desktop within the financial services industry.
- In-depth knowledge of digital technology user interfaces, UX design practices, usability testing and digital analytics.
- Experience leading Agile teams and/or working in cross-functional teams.
- Extensive experience in product strategy, and business case management.
- 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.
- 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.
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