Senior Manager, Voice of Customer & Loyalty

at  BMO Financial Group

33 Dundas Street West Toronto Ontario,M5G 3C2
Achieving leading customer loyalty and driving great customer experience (CE) are among BMO’s strategic priorities. Reporting to the Director, VOC & Customer Loyalty, the Senior Manager has a broad and diverse management role responsible for the operational efficiency, program delivery, and governance requirements of the enterprise CE Centre of Excellence. Critically, this mandate also includes liaising and frequent partnership with internal leaders and LOB CE partners to solve questions and concerns, and build partners’ confidence, related to all aspects of the CE Measures platform, including sampling, fielding, survey design, report delivery, quality control, vendor management and interpretation.

This role’s primary accountabilities include:

• The optimization, performance management and governance of BMO’s existing CE measures platform for Line of Business CE Leads with accountability for all aspects of the program platform including sampling, data integrity, and program design.
• Supporting our enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America
• Support the development and implementation of new tools that improve and broaden our senior leadership’s understanding of BMO’s performance on customer experience.
• Champion a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge
• The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice in coordination with leads for other lines of business.
• Develop and implement consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.
• Manage select initiatives that drive BMO’s CE and CL agenda.
• Governance accountabilities for operational procedures and other program-wide activities that impact CE program overall (i.e. vendor/contract management, operational reports & external reports)
• Development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice of CE
• Pulse on competitors (insights, best practices, etc.)
• Innovation of how we get to long term goals (assigned to specific projects each year)

Critically, this mandate also includes liaising and frequent partnership with internal leaders and LOB CE partners to solve questions and concerns and build partners’ confidence.

KNOWLEDGE AND SKILLS

• Education – Undergraduate degree in business, PMP experience preferred
• Minimum 8 years’ experience in a similar role which encompasses expertise in strategy and program management
• In depth understanding of data, CE analytics, insights and reporting delivery

With the increased emphasis placed on improving productivity and instilling a performance culture, this role requires an individual who:

• Is a leader - skilled in adapting how they approach their role as the requirements of the situation change, and a professional who continually seeks new and better ways of attaining goals
• Embraces ‘stretch’ assignments, and is confident in acting independently and decisively within their scope of authority
• Possesses very strong interpersonal and relationship management /building skills (collaboration and respect, facilitating consensus, resolving conflict, managing complex and sensitive issues, understanding cultural dynamics)
• Has highly developed analytical, financial and conceptual skills, and an ability to approach problem solving and decision-making in a distinctive and creative manner
• Can provide strong strategic advice, execution, and effective management of major initiatives as well as strategic and tactical counsel to leadership team
• Is an effective influencer and communicator (at many levels of the organization) with superior verbal/written communication and presentation skills
• Has excellent organizational skills, the proven ability to manage critical/complex projects - including across functional lines
• Successful execution is contingent on many factors including, a well-informed knowledge of strategy and cultural dynamics of the current state (including hidden assumptions), strong analytical and conceptual skills, integrative thinking including the ability to assimilate, synthesize, and reconcile complex information from numerous sources, and strongly developed interpersonal and communication skills

This role’s primary accountabilities include:

• The optimization, performance management and governance of BMO’s existing CE measures platform for Line of Business CE Leads with accountability for all aspects of the program platform including sampling, data integrity, and program design.
• Supporting our enterprise Customer Experience Program across multiple lines of business (LOB) including Personal & Business Banking, Wealth, and Commercial across North America
• Support the development and implementation of new tools that improve and broaden our senior leadership’s understanding of BMO’s performance on customer experience.
• Champion a customer focused culture to deepen customer relationships and leverage broader Bank relationships, systems and knowledge
• The development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice in coordination with leads for other lines of business.
• Develop and implement consistent enterprise and LOB programs, policies and processes required to maintain the integrity and consistency of CE measures across the bank.
• Manage select initiatives that drive BMO’s CE and CL agenda.
• Governance accountabilities for operational procedures and other program-wide activities that impact CE program overall (i.e. vendor/contract management, operational reports & external reports)
• Development of standardized tools, templates and frameworks on CE measures and methods to support understanding, alignment and consistent practice of CE
• Pulse on competitors (insights, best practices, etc.)
• Innovation of how we get to long term goals (assigned to specific projects each year

With the increased emphasis placed on improving productivity and instilling a performance culture, this role requires an individual who:

• Is a leader - skilled in adapting how they approach their role as the requirements of the situation change, and a professional who continually seeks new and better ways of attaining goals
• Embraces ‘stretch’ assignments, and is confident in acting independently and decisively within their scope of authority
• Possesses very strong interpersonal and relationship management /building skills (collaboration and respect, facilitating consensus, resolving conflict, managing complex and sensitive issues, understanding cultural dynamics)
• Has highly developed analytical, financial and conceptual skills, and an ability to approach problem solving and decision-making in a distinctive and creative manner
• Can provide strong strategic advice, execution, and effective management of major initiatives as well as strategic and tactical counsel to leadership team
• Is an effective influencer and communicator (at many levels of the organization) with superior verbal/written communication and presentation skills
• Has excellent organizational skills, the proven ability to manage critical/complex projects - including across functional lines
• Successful execution is contingent on many factors including, a well-informed knowledge of strategy and cultural dynamics of the current state (including hidden assumptions), strong analytical and conceptual skills, integrative thinking including the ability to assimilate, synthesize, and reconcile complex information from numerous sources, and strongly developed interpersonal and communication skill