Manager, Operations

BMO Capital Markets   •  

New York, NY

Industry: Technology


5 - 7 years

Posted 62 days ago

This job is no longer available.


The Manager, Operations is accountable for providing functional supervision and leadership to the Operations team of approximately 5-10 staff, with additional office management support of approximately 600-800 employees. The Manager, Operations runs a variety of administrative and operational related projects, performs financial, business and situational analysis, and recommends and implements alternatives for the purpose of contributing to the achievement of business objectives. In addition, The Manager, Operations monitors and ensures that all established administrative and operational processes and control standards are followed and that performance measurements are met. The Manager, Operations endeavors to identify and implement improvements to administrative and operational processes and service delivery for the purpose of contributing to the effective and efficient operation of the business group. A. Managerial Leadership
• Manages a multi-faceted team of full-time permanent and temporary/contract positions.
• Provides coaching and guidance to all direct reports with regular performance feedback, including and at minimum, during performance reviews in line with business unit policy and practice. Includes participating in the preparation of performance-based documentation and providing input in annual performance ratings.
• Ensures that each employee has the tools necessary to do their job effectively. Establishes the team’s overall development objectives, through the creation of individual employee development plans. Supports and monitors employee development with a view to close performance gaps, achieve goals and develop both individual and team capabilities.
• Provides a thorough orientation and training to new Operations staff, including reviewing company benefits and policies, computer issues, health, safety and building policies, administrative processes and procedures and job expectations.
• Ensure orientation to new professional staff, including reviewing operational new hire package, computer and desk set-up, health & safety issues
• Administers recognition program materials and processes in support of recognizing staff contributions. Process & Project Management
• Interacts and collaborates regularly, as a critical function, with Executives and their representatives, senior managers, and with cross-functional business units to perform research and analysis, to develop and recommend alternatives, implement improvement opportunities and accomplish administrative or operational tasks. Develops and leverages relationships across-LOBs, with executives, senior managers and external clients to foster and support intra-group coordination while carrying out accountabilities.
• Function as primary business contact for Information Technology projects impacting the department, including but not limited to: roll-out of new software, operating systems, lockdown environment, refreshing equipment, etc. Provides intermediary function between end users and IT to ensure successful implementation/transition.
• Manage the EUN process and coordinate employee movement (new hires/exit) requirements. Coordinating with various support groups, including but not limited to: Information technology, HR, premises and compliance.
• Oversees coordination of employee movement with HR and LOB managers.
• Administer the yearly and mid-year 360 Evaluation process for BMO CM. This includes entry and upkeep of all employee data in the 360 admin technical system, report generation and distribution, ad hoc report requests, assisting with I&CB Year End Management meetings, testing systems and providing improvement recommendations
• Liaise with Real Estate on medium to large scale on-site renovations.
• Proposes recommendations to VP and RE on various items, including but not limited to furniture, spacing, etc.
• Oversight of Business Continuity Execution.
• Participate in pilot projects and negotiations when dealing with new systems and vendors
• Oversight of the BMO Capital Markets employee database (CMED) and secondary databases, ensuring data integrity and effectiveness of existing system and potential improvements
• Oversight of BMO Capital market employee information representation in org charts, floor plans, bios, intranet etc.
• Carry out special projects as assigned by VP, Operations, such as reviewing external/internal services and collecting user feedback on effectiveness of services.
• Liaise with cross-border counterparts on all processes, policies and procedures to ensure consistency and work together towards process improvement in existing procedures.
• Oversee and increase efficacy of Records Retention process and manage associated vendor relationships.
• Oversee voice communication improvement roll-outs, issues and equipment.
• Oversee all processes related to audit requirements: Technology Audit, AML, continuing education, first principles, life & safety issues and physical and logical security. Identify gaps or areas for improvement and make recommendations to VP
• Works with Business System Analysts and Developers with respect to CRM database and supplementary databases to recommend and implement system process improvements and reporting requirements.
• Cost Management
• Identifies, develops, recommends and implements cost saving opportunities whenever possible for the benefit of the group and for the department as a whole. Seeks approval for recommendations according to organizational or local policy. Performs some financial analysis of billing and costing, and to support developing of alternatives to support business decision-making.
• Ensures the existence of an efficient process flow for invoice processing, in adherence with division processes, BMO processing guidelines and vendor agreements. Risk Management
• Ensures that EUN and employee movement processes are in-line with SOX audit requirements. Maintains related documents and organizational systems. Makes recommendations on process improvement regarding physical and logical security items and EUN process.
• Oversees processes related to audit requirements: Technology, access control and ad hoc audit requests. Identify gaps or areas for improvement and make recommendations to VP, Operations.
• Works with Compliance department on various issues including updating accounts, regular audit and review of physical security access.
Strategy, Planning & Forecasting
• Performs business/situational analysis and develops recommendations such as identifying and developing business process improvements opportunities, or identifying and developing alternatives to support business decisions. Participates in recommending the most appropriate alternative to achieve business goals and business needs more efficiently and effectively. Participates in planning and coordination through to implementation.
• Works with Business System Analysts and Developers with respect to CRM database and supplementary databases to recommend and implement system process improvements and reporting requirements.
• Supports or manages various projects such as business process improvement initiatives, while collaborating with staff both within the team and across the impacted business units, to achieve the desired business outcomes.
• Key contact for VP, Operations where data collection and analysis are required by region. Collect and analyze data and report back to and make recommendations to VP, Operations where appropriate.


• Undergraduate Degree in a related field. Other professional related training to keep skills current with office productivity software and to develop leadership capability.
• CSC an asset
• Requires a minimum 5 year’s experience in an administrative/ professional support function, with some experience in a similar supervisory role, working in a complex fast-paced environment, dealing with complex issues and managing conflicting priorities within scope of a similar role.
• Some HR experience, specifically in recruiting, performance management, and training/coaching.
• Solid project management skills required to coordinate and lead a variety of initiatives.
• Seasoned knowledge of bank financial processing standards and key business processes.
• Excellent working knowledge of financial analysis methodologies, accounting principles, project management methodologies and human resources policies and practices.
• Seasoned broad business knowledge and specific understanding of the organizational unit, its functions, products and customer groups.
• Very good understanding of the processes, policies and procedures required for supporting the business.
• Good working knowledge of financial and accounting principles and human resources policy. Skills
• Ability to work with limited direction and ambiguity to supervise and allocate work and to make decisions within scope of accountability.
• Ability to create a cohesive team, to coach and lead a team of staff to achieve expected outcomes, while providing timely performance based feedback.
• Ability to organize business information and develop it into cohesive, professional reports and presentations with minimal guidance. Ability to recognize and respond to business related issues within the scope of the material.
• Extremely detail oriented, very well organized, able to manage time and multi-task to accomplish a wide variety of tasks with conflicting priorities.
• Ability to deal with clients in a professional and courteous manner by developing and leveraging professional working relationships.
• Ability to employ and leverage knowledge of the organization and the supported business unit’s uniqueness to carry out accountabilities.
• Solid project management skills to coordinate and lead a variety of initiatives.
• Seasoned ability at secretarial and administrative tasks for purposes of teaching/coaching staff.
• Expert level MS Outlook skills
• Advanced PC skills (MS Office: Excel, Word, PowerPoint, Visio, Lotus, web browsers).
• Exceptional communication skills, both written and verbal.
• Ability to manage confidential materials in an appropriate manner.