Director, Journey Enablement, Assisted Servicing & Collections

Application Deadline:

Address:

Job Family Group:

The successful candidate will:  

We are seeking an experienced leader to drive the end-to-end assisted servicing & collections experience across products and channels, encompassing maintenance, renewals, amendments, portfolio servicing, routing, remediation, collections, delinquency, and exception management. This role will own the Business Banking Assisted Servicing and Collections Journey and will define and execute the vision of assisted servicing across channels from Branch, Relationship Managers to Virtual Connect. The successful candidate will identify and lead opportunities to optimize the client and employee experience, streamline operations, and deliver measurable business outcomes. They will also champion the use of AI and automation to reimagine service experiences, improve operational efficiency, and strengthen risk and fraud management capabilities. This role requires a strong focus on continuous improvement, along with the ability to assess, lead, and execute the change management needed to successfully deliver transformation. This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.   

The successful candidate will: 

• Define the target-state assisted servicing and collections experience, including triggers, treatment paths, specialist handoffs, case-management requirements, employee tools, supporting processes and sustainable business-as-usual ownership. 

• Improve service effectiveness and reduce operational complexity by simplifying fragmented servicing processes, directing work to the appropriate channel or specialist team, and reducing unnecessary frontline and client effort. 

• Support the roadmap and strategy for AI enablement across Business Banking, focus on scaling cale AI-driven automation, insights, and decision support to improve account servicing and collections journeys.  

• Lead complex transformation initiatives that modernize servicing and collections capabilities, simplify operating models, improve employee experience, strengthen controls and enable more proactive portfolio management across Business Banking. 

• Lead the journey roadmap and prioritization of servicing, renewal, remediation and collections opportunities, balancing client financial health, portfolio performance, employee productivity, risk and control needs, dependencies, capacity and business value. 

• Preserve specialist focus and discipline for collections and remediation, ensuring that client-treatment expectations, regulatory obligations, controls, evidence, case management and auditability are incorporated into journey design and execution. 

• Align Product, Business Governance, Operations, Digital, Technology, Analytics, PMO and frontline partners around common outcomes, clear decision rights and coordinated implementation. 

• Track end-to-end journey KPIs to drive towards key outcomes aligned to our A30 Strategy. Laser focused on service effectiveness, first-contact resolution, case cycle time, treatment consistency, delinquency and collections results, operational fallout, exceptions, adoption, documentation currency and business-as-usual support effectiveness. Track KPIs such as AI enablement, reducing cost to serve, % of fully digitized forms, % in reduction of platforms used by CBB, service volumes, cycle times, fraud rates and intervention effectiveness.  

• 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. 

• Operate as a people manager and lead a journey team to plan and execute on the strategy.   

• 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. 

• Networks with industry contacts to gather competitive insights and best practices. 

• May consult to or serve on various committees and task forces. 

• Stays abreast of industry and business trends through benchmarking and/or participation in professional associations. 

• Assists in the development of strategic plans. 

• Develops the business case by identifying needs, analysing potential options and assessing expected return on investment in collaboration with product and finance teams. 

• 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 development of the communication strategy focusing on positively influencing or changing behaviour. 

• Ensures consistency of implementations and methodologies across businesses/groups. 

• Reviews proposed function/project team outputs for implications to workflow design. 

• Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders. 

• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards. 

• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency. 

• Maintains current process documentation to ensure available for stakeholders as required. 

• Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders. 

• Resolves issues regarding processes that are raised from all sources/stakeholders. 

• Operates at a group/enterprise-wide level and serves as a leader across BMO. 

• 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. 

• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. 

What We're Looking For: 

• Hybrid role - able to come to BMO Place office at least 3 days a week (subject to change in line with organizational policy). 

• Significant experience leading business transformation, process redesign, operational excellence or digital enablement initiatives within a large, complex organization. 

• Experience building and leading teams.  

• Experience in leveraging AI for process automation, optimization and decisioning.  

• Demonstrated ability to work in a highly collaborative business-product partnership model, co-creating vision, priorities and solutions with Digital and Technology leaders while maintaining accountability for business outcomes. 

• Proven ability to lead multiple complex initiatives simultaneously, balancing competing priorities, dependencies, stakeholder interests and delivery timelines. 

• Deep understanding of digital client experiences, onboarding, servicing, workflow automation, process simplification or channel transformation. 

• Demonstrated success partnering with Product, Digital and Technology teams to define business problems, shape solutions and deliver measurable client and business outcomes. 

• Ability to translate client, employee and business needs into actionable priorities, requirements and roadmap recommendations. 

• Strong systems thinking and process design skills, with the ability to assess end-to-end client journeys, identify root causes and drive enterprise-wide improvements. 

• Proven ability to influence and build alignment across diverse stakeholder groups without direct authority. 

• Strong people leadership experience, including coaching and developing high-performing teams while fostering accountability, collaboration and continuous improvement. 

• Experience using data, client feedback and operational insights to identify opportunities, prioritize investments and measure business outcomes. 

• Ability to thrive in ambiguity and build strong partnerships across Business Banking, Product, Digital, Technology, Operations and Governance teams. 

• Typically 9+ years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience. 

• Knowledge of business analysis, project delivery practices and standards across the project lifecycle - Expert. 

• Knowledge of business/group processes, procedures and controls - Expert. 

• Understanding of risk, regulatory and compliance requirements - Expert. 

Salary:

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

About Us

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.