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This is a hybrid role in Toronto

Senior Manager, Portfolio & Sales Enablement

Location: Toronto, ON
Team: Customer Lifecycle Management
Reports to: Director, Customer Lifecycle Management & Strategy

Role Summary

The Senior Manager, Portfolio & Sales Enablement is accountable for driving the end-to-end orchestration, performance, and governance of the Customer Lifecycle Management (CLM) journey portfolio, spanning both new and existing lifecycle initiatives.

This role operates as a central portfolio leader and strategic partner to the Director, ensuring clarity of priorities, disciplined execution, and measurable business outcomes across multiple journeys. Acting as a PMO lead, strategy advisor, and chief of staff, this individual will:

• Drive integrated planning, delivery, and performance management across all CLM journeys
• Identify and deliver cross-journey initiatives that unlock growth (e.g., sales enablement, primacy, customer experience improvements)
• Establish scalable operating models, governance structures, and delivery standards
• Enable the team and partner ecosystem to execute with speed, clarity, and accountability

This role partners closely with Product, Marketing, Campaign Strategy & Execution, Retail Product Teams, Analytics, Digital, and Frontline teams to translate strategy into execution, while ensuring portfolio-level alignment to retail bank priorities.

Key Accountabilities

Portfolio Strategy & Governance

• Define and operationalize a portfolio-level strategy and roadmap across all CLM journeys (new and existing)
• Establish and run governance forums, stage gates, and prioritization frameworks to ensure aligned decision-making
• Provide clear visibility into portfolio progress, risks, dependencies, and outcomes to senior leadership
• Ensure alignment of journey plans to broader retail banking objectives (growth, primacy, engagement, efficiency)

Portfolio Delivery & PMO Leadership

• Act as the central owner of portfolio delivery, coordinating timelines, dependencies, and execution across journeys
• Drive integrated planning and sequencing across initiatives to optimize impact and resource utilization
• Standardize delivery approaches (e.g., roadmaps, business cases, measurement frameworks, stage gates)
• Identify and resolve execution risks, bottlenecks, and cross-team dependencies
• Ensure initiatives are set up for scalable, repeatable execution

Sales Enablement & Cross-Journey Initiatives

• Identify and lead horizontal initiatives that cut across journeys to improve customer and business outcomes (e.g., sales enablement, cross-sell frameworks, frontline enablement)
• Partner with key stakeholders to define and deliver enterprise-level capabilities that enhance customer engagement and product adoption
• Ensure consistency in customer experience, messaging, and value proposition across journeys
• Drive initiatives that improve products per customer (PPC), share of wallet, and primacy

Performance Management & Insights

• Establish and manage portfolio-level KPIs and performance dashboards
• Track and report on journey performance, delivery progress, and business impact
• Leverage data and insights to identify optimization opportunities and strategic pivots
• Drive a performance culture grounded in transparency, accountability, and continuous improvement

Stakeholder & Enterprise Leadership

• Act as a trusted advisor and thought partner to the Director and senior leaders
• Influence cross-functional stakeholders across Product, Marketing, Campaign Strategy & Execution, Retail Product Teams, Analytics, Digital, and Operations
• Lead alignment across partners to ensure shared ownership and delivery against common objectives
• Represent CLM in key forums, ensuring clear articulation of priorities, progress, and impact

Team Enablement & Operating Model

• Design and evolve the CLM operating model, RACI, and ways of working across journeys
• Support hiring, onboarding, and enablement of new journey teams
• Establish best practices, toolkits, and frameworks to accelerate delivery quality and consistency
• Foster a culture of collaboration, transparency, and high performance

Risk & Governance

• Ensure all initiatives align with BMO’s risk management framework, policies, and regulatory requirements
• Proactively identify and manage delivery, customer, and operational risks
• Ensure initiatives are delivered within risk appetite and governance standards

Qualifications & Experience

Experience

• Typically 7+ years of experience in strategy, program delivery, consulting, or retail banking
• Experience leading complex, cross-functional portfolios or large-scale programs
• Proven ability to operate at both strategic and execution levels
• Strong experience working across multiple stakeholder groups and competing priorities

Education

• Post-secondary degree in Business, Commerce, Engineering, or a related field
• MBA or advanced degree is an asset

Core Capabilities

• Strategic thinking and portfolio management – Expert
• Program and delivery leadership (PMO) – Expert
• Cross-functional influence and stakeholder management – Expert
• Data-driven decision making and performance management – Expert
• Retail banking and customer lifecycle understanding – Strong asset
• Executive communication and storytelling – Expert
• Ability to manage ambiguity and scale evolving mandates – Expert