Customer Contact Manager - Everyday Banking

The Manager, Personal Banking leads a team of front-line Associates, Personal Banking in the North American Customer Contact Centre (NA CCC). The team is accountable to deliver a consistently exceptional customer experience and provide sales and service support on a range of personal banking and/or credit card products. This Manager is accountable to execute a 6-12 month sales and service plan that drives revenue, sales and productivity and delivers great customer experience in support of BMOs Vision. This role will continually assess and improve the skill level of the teams Associates and manage/oversee both individual performance using coaching as a key lever. The Manager will ensure that approved work processes for sales, service, and operational effectiveness are executed within CCC standards and policies, while looking for opportunities for improvement. This role is expected to directly manage customer escalations from Associates, Personal Banking, investigating as required and providing resolution to customers within defined timelines and standards. The Manager continuously monitors, assesses, and manages risk within the team ensuring adherence to operational, risk regulatory, and enterprise requirements, taking appropriate action(s) and/or escalating to the appropriate parties as required. The Manager is required to manage escalated incoming telephone calls on personal BMO credit card and/or personal banking products in an informed, professional and efficient manner. The role is also accountable for employee engagement within the team.

Key Accountabilities

ACCOUNTABILITIES

A. 40% Managerial Leadership

* Ensure the effective implementation of Bank initiatives and programs through the establishment of appropriate context and setting of direction for direct reports by providing relevant information, establishing goals, and setting limits with the context and prescribed limits of the group head.

* Establish a two-way working relationship with direct reports to solicit their views on the working environment, potential changes affecting their work, continuous improvement opportunities, and revisions to the plan.

* Perform side-by-side coaching activities by listening to customer calls, providing immediate feedback on critical issues and coaching the associate as part of overall performance and development plan. Develop and sustain a team of direct reports who are engaged in delivering the performance required to meet business targets, including coaching and the creation and implementation of training and development plans in an environment with a continuously evolving workforce. Participate in the orientation and training of new team members work with CCC support teams Establish and optimize team integration by articulating the linkages between the accountabilities and authorities of different roles across the group and by establishing the context in which they will work collaboratively with one another.

* Apply the Banks performance and talent management system to manage performance and develop talent of direct reports, including establishing performance and career goals and objectives, assessing skilled knowledge gaps, allocating resources to achieve objectives and close gaps, assessing personal effectiveness, and reviewing and recommending base and variable pay.

B. 30% Sales and Service Business Delivery and Operations

* Ensure front line team as assigned is delivering against sales and service targets as outlined by NACCC leadership including but not limited to measurements on NPS, productivity and sales.

* Monitor quality control daily through established systems and call monitoring to ensure that a high level of customer service is being provided to customers.

* Proactively monitor team results on a daily basis and analyze where improvements need to be made, identify root cause and then implement change in a rapid pace environment through coaching to improve on lower areas in targets

* Identify process improvement opportunities, including system changes/parameter changes, to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer.

* Complete report audits and spot checks as required for existing Customer Contact Centre processes to ensure sufficient controls are in place. Maintain up-to-date knowledge and understanding of BMO personal banking and/or credit card products (as assigned), services, processes and relevant legal, regulatory and technology requirements. Provide input to Sales and Service management and support teams regarding technology effectiveness

C. 20% Risk Management and Compliance

* Monitor completion of operational effectiveness/compliance requirements outlined in BMOs Policy and Procedures (PandP), and/or any other regulators and other communications as received, to manage risk within acceptable limits

* Set direction for operational effectiveness/risk management and compliance practices and continually reinforce the attention to detail that is required.

* Monitor the effectiveness of operational controls in place, identify deficiencies, initiate appropriate corrective actions to ensure controls are adequate and escalate as required.

* Monitor expenses to ensure that they are managed according to BMO Policy and Procedures and within prescribed limits.

* Respond to questions or resolve issues raised through audits or quality checks; identify and take appropriate action if ongoing performance issues are identified. Protect the Banks assets by adhering to all applicable personal banking, commercial banking, investment regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements.

* Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures. Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

* Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing Reporting requirements, FCAC consumer provision requirements, Privacy Act provisions in accordance with Bank Policies and Procedures and take appropriate action

D. 10% Planning

* Implement, review and revise a 612 month work plan including: vision, mission, values operational plans.

* Establish goals, plans and assignments for each subordinate to achieve the plan.

* Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues. Escalate significant issues to the Senior Manager.

* Determine and deploy processes and human resources, and optimize the allocation of resources within the team.

* Develop, implement and review a plan to complete all assigned tasks in a timely manner to acceptable quality standards.

Knowledge and Skills

Knowledge:

* 3-5 years of call centre experience

* Leadership and mentoring

* Quality Assurance Monitoring and Coaching Expert knowledge of all sales products, services, processes and procedures, and interrelationships

* Contact centre processes

* In-depth knowledge and understanding of Sales/Service Operation Working knowledge of competitive market place and trends in product offerings

* High school diploma or equivalent work experience

* BMO Managerial Leadership Learning System

* Advanced Office Tools (MS Office)

* Knowledge of banking platforms utilized

* Term Investment Qualified Skills:

* Leadership Skills (In-depth)

* Role of Front Line Leadership Organizational Awareness

* Goal Setting and Coaching

* Empathy and Sensitivity

* Conflict Resolution

* Incentive development

* Team event management

* Behaviour based interviewing

* Analytical Skills (In-depth)

* Manage real time reporting monitors

* Generate systems reports

* Analyze reports and make recommendations Communications (In-depth)

* Effective Listening

* Presentation and tools (MS PowerPoint)

* Meeting facilitation

* Documentation of meetings and processes

* Training basics

* Project Management basics

* Contact Centre Technology Basics (In-depth)

* Monitoring

* Call routing

* Inter

* active Voice Response

* Workforce management

* Desktop applications

* Selling Skills (In-depth)

* Expert communication and relationship building skills

We're here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.

As a member of the BMO Harris Bank 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://bmoharriscareers.com.

BMO Harris Bank 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. BMO Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.