Senior Manager, Customer Onboarding

05/09/2024

Address:

33 Dundas Street WestCustomer Solutions

The Senior Manager of Customer Onboarding reports to the Director, Customer Onboarding & Digital Adoption, and is part of the Everyday Banking Products & Onboarding team in Canadian Personal Banking. This role is responsible for development and management of early tenure customer journeys and cross-sell offers for retail customers.

The Senior Manager develops and implements onboarding and early tenure cross-sell strategies to increase engagement, drive sales of BMO's banking products, and improve overall customer experience in the first six months of tenure with BMO.

Given the rapid pace of change in consumer expectations, this individual will be responsible for keeping a close pulse of global best practices and determining how best to leverage these opportunities to BMO's advantage over the next few years. The individual will be responsible for establishing and managing the early lifecycle plan and leading the cross-functional, cross-business unit implementation of identified strategies and initiatives.

The Senior Manager works in close collaboration with Marketing, Credit Risk, Analytics Centre of Excellence, Customer Experience & Workforce Effectiveness, Digital, and other Personal product teams.

Key Accountabilities

1. Early Tenure Onboarding Strategy

• Proactively identify and prioritize opportunities to improve Customer Onboarding experience, increase engagement and grow BMO's share of wallet

• Develop the overall strategy and roadmap to improve customer account opening, and achieve PPC & customer engagement targets

• Establish priorities and drive the evolution of capabilities with key partners

2. Onboarding Initiatives

• Lead the implementation of complex projects with large multi-functional teams, through ideation, requirements, implementation and change management

• Monitor progress against project plans to ensure completion

• Proactively solve issues and eliminate obstacles

3. Journey Management

• Develop, launch and manage Customer Onboarding journeys to drive product engagement, present timely & relevant cross-sell offers and drive early tenure growth

• Measure & continuously optimize based on learnings

4. Risk Management

• Drive actions to improve profitability through data-driven decisions

• Manage risk, and support the evolution of policies, procedures, and controls

Qualifications Experience and Knowledge

• 5+ years of experience in retail banking, management consulting (internal or external), or similar fields

• Strong experience in strategy development, project & risk management

Skills

• Distinctive problem-solving skills and ability to think strategically

• Robust analytical skills

• Proven project management and change management skills

• Highly developed relationship management skills

• Strong verbal and written communication

$92,400.00 - $171,600.00Salaried

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

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.