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Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the best interests of the customer. Advises customers on products and strategies that meet their financial objectives. Identifies and makes referrals to other business groups. Supports sales and customer service activities to meet strategic customer experience and profitability goals in compliance with legal and regulatory requirements and the Bank’s policies and processes.

• 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.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• 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.Develops, maintains, and executes a market plan, including sales strategies, to achieve sales objectives and acquire new clients.
• Creates innovative business development strategies, including collaborating with BMO partners to grow the business and maximize branch revenues, sales, and customer satisfaction, and minimize operating losses.
• Develops and executes a branch business plan to maximize business growth and wallet share and achieve customer retention and acquisition objectives.
• Probes to understand customer personal banking and credit card needs and integrates marketing promotions and programs into customer conversations to provide strategic advice in the best interests of the customer.
• Develops rapport and instils confidence with clients to develop credibility and earn their trust.
• Addresses escalated sales or relationship management issues to retain the business and provides strategic thinking to resolve the issue for the benefit of the client.
• Reviews and continually monitors performance of existing accounts and client relationships.
• Conducts cold calls to prospective customers to develop new customer relationships.
• Develops and maintains a network in the community to enhance the Bank’s visibility and builds a strong referral source for new potential business.
• Supports the Bank’s community involvement and participates in community activities.
• Maintains a high-touch relationship with key market customers, prospects and centers of influence within the market.
• Reinforces sales processes and client experiences to identify gaps, issues, and best practices through the monitoring of sales and performance targets against plans that create and sustain consistent service to customers/clients and prospects.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Develops an expert understanding of business/group challenges.
• Recommends measures to improve organizational effectiveness.
• May consult to or serve on various committees and task forces.
• Acts as a subject matter expert on relevant regulations and policies.
• Influences and negotiates to achieve business objectives.
• Identifies emerging issues and trends to inform decision-making.
• Develops long-range vision to support the team’s business goals by establishing priorities and leading the team in developing sales, service, and people strategies that drive sales results.
• Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
• Implements, reviews, and revises work plans.
• Conducts independent analysis and assessment to resolve strategic issues.
• Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
• Works with internal stakeholders and colleagues to leverage sales, fulfillment, and referral opportunities to improve share of wallet, acquire new customers, and provide full financial services to customers.
• Ensures alignment between stakeholders.
• Monitors sales and service performance against plan to identify gaps, issues, and best practices, and develop and implement action plans that close performance gaps and resolve issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Collaborates across BMO to develop communications strategies and ensure consistency of messaging, in order to positively influence or change behaviour.
• Communicates goals, plans, and assignments to achieve financial and customer service goals.
• Leads the implementation of new programs, products and processes within the branch.
• Establishes priorities to lead the team in developing sales, service, and people strategies that drive sales results.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Coordinates the implementation of national and regional sales and service initiatives.
• Assesses and adapts existing operational programs; develops new capabilities to ensure ongoing success.
• Recommends opportunities to drive improvements across the branch network.
• Plans and controls unit operating expenses in accordance with forecasts.
• Deliver exceptional service to customers and address customer needs in the best interests of the customer.
• Resolves complex or unresolved customer situations or escalates to the next higher manager for resolution.
• Maintains current knowledge of personal banking and credit card industries, practices, and trends and integrates into customer conversations.
• Builds effective relationships with internal/external stakeholders.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with all legal and regulatory requirements for the jurisdiction.
• Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.
• Influences how teams/groups work together.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complexproblems.
• 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.

Qualifications:

• Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Previous supervisory or management experience.
• Expertknowledge of retail banking products and services
• Expert knowledge of competitive marketplace and trends in product offerings.
• Expert knowledge of all branch operational processes and policies.
• Expert knowledge of branch technologies, processes, and performance metrics.
• Expert knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Seasoned expert with extensive industry knowledge.
• Technical leader viewed as a thought leader for innovation.
• Verbal & written communication skills -Expert.
• Analytical and problem solving skills - Expert.
• Influence skills - Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - Expert.
• Able to manage ambiguity.
• Data driven decision making - 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: