Senior Manager, Voice Of Customer & Loyalty

05/02/2024

Address:

33 Dundas Street WestStrategy & Change

Achieving leading customer loyalty and driving great customer experience (CE) are among BMO's strategic priorities. Reporting to the Director, VOC & Customer Loyalty, the Senior Manager has a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence. Critically, this mandate also includes liaising and frequent partnership with internal leaders and LOB CE partners to solve questions and concerns, and build partners' confidence, related to all aspects of the CE Measures platform, including sampling, fielding, survey design, report delivery, quality control, vendor management and interpretation.

This role's primary accountabilities include:

·The optimization, performance management and governance of BMO's existing CE measures platform for Line of Business CE Leads with accountability for all aspects of the program platform including sampling, data integrity, and program design.

·Supporting our enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America

·Support the development and implementation of new tools that improve and broaden our senior leadership's understanding of BMO's performance on customer experience.

·Champion a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge

·The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice in coordination with leads for other lines of business.

·Develop and implement consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.

·Manage select initiatives that drive BMO's CE and CL agenda.

·Governance accountabilities for operational procedures and other program-wide activities that impact CE program overall (i.e. vendor/contract management, operational reports & external reports)

·Development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice of CE

·Pulse on competitors (insights, best practices, etc.)

·Innovation of how we get to long term goals (assigned to specific projects each year)

Critically, this mandate also includes liaising and frequent partnership with internal leaders and LOB CE partners to solve questions and concerns and build partners' confidence.

Program Leadership

·Identify and implement improvements, standards and efficiency as it relates to all reporting on customer experience metrics (including dashboards, performance trackers and LOB reporting).

·Support operational excellence in CE program delivery with accountability to bring project management discipline to enterprise goals or activities

·Partnering with CE leads to ensure the enterprise platform drives maximum benefits for the business

·Maintain highest standards of program delivery

·Proactively identify opportunities across the CE program team that improve employee productivity, reduce costs and manage risk

Strategy and Planning

·With the Director, Delivery Enterprise Customer Experience, establish and maintain regular cadence of update with CL team and CE forums in order to gather feedback, communicate, or coordinate interactions across programs

·Develop and maintain multiple year vision with yearly plans to facilitate achievement of that vision for the team and program

·Robust oversight of the annual target setting process with coordination from CE leads and Head, CE

·In partnership with LOBs, design and develop the system, process and accountability framework required to ensure the effective cascade, interpretation, aggregation and actioning of NPS results

·In partnership with LOBs, design and develop the system, process and accountability framework required to ensure the effective cascade, interpretation, aggregation and actioning of NPS results

Governance

·Partnering with LOB CE leads to ensure the enterprise platform drives maximum benefits for the business, with a focus on continuous improvement of sampling, response rates, quality control and reporting

·Continuously promote good documentation standards advancing the program with maturity and efficiency

·With the Director, Voice of Customer & Loyalty, develop and maintain the same governance and regulatory standards for customer loyalty measures as required by the Banks' other performance measures.

·Vendor Management

Knowledge and Skills

·Education - Undergraduate degree in business, PMP experience preferred

·Minimum 8 years' experience in a similar role which encompasses expertise in strategy and program management

·In depth understanding of data, CE analytics, insights and reporting delivery

With the increased emphasis placed on improving productivity and instilling a performance culture, this role requires an individual who:

·Is a leader - skilled in adapting how they approach their role as the requirements of the situation change, and a professional who continually seeks new and better ways of attaining goals

·Embraces 'stretch' assignments, and is confident in acting independently and decisively within their scope of authority

·Possesses very strong interpersonal and relationship management /building skills (collaboration and respect, facilitating consensus, resolving conflict, managing complex and sensitive issues, understanding cultural dynamics)

·Has highly developed analytical, financial and conceptual skills, and an ability to approach problem solving and decision-making in a distinctive and creative manner

·Can provide strong strategic advice, execution, and effective management of major initiatives as well as strategic and tactical counsel to leadership team

·Is an effective influencer and communicator (at many levels of the organization) with superior verbal/written communication and presentation skills

·Has excellent organizational skills, the proven ability to manage critical/complex projects -- including across functional lines

·Successful execution is contingent on many factors including, a well-informed knowledge of strategy and cultural dynamics of the current state (including hidden assumptions), strong analytical and conceptual skills, integrative thinking including the ability to assimilate, synthesize, and reconcile complex information from numerous sources, and strongly developed interpersonal and communication skills

$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.