Director, Assisted Channels Platform Strategy, Resiliency & Organizational Change Management

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About the role

This is a unique opportunity to shape the strategy, resiliency and employee experience of the assisted-channel platforms that enable Personal & Business Banking (P&BB) employees to serve customers. Working across Business, Technology, Product, Operations and Risk teams, the Director will turn employee, customer and performance insights into clear priorities, roadmaps and sustained outcomes. 

P&BB depends on assisted-channel platforms that are reliable, intuitive and able to evolve with employee and customer needs. This role will define how those platforms advance over time, how resiliency priorities are established and how change is introduced and sustained across the frontline. 

This is a strategic and execution-focused mandate. The role connects near-term stability and employee-experience needs with longer-term platform modernization, ensuring that incidents, operational insights, adoption results and frontline feedback influence priorities and investment decisions. 

The Director leads three integrated functions: Assisted Channels Platform Strategy and Resiliency, Organizational Change Management for Digital Employee Platforms, and BTE. The role establishes the strategies, governance, measures and partnerships needed to improve technology performance, employee readiness and frontline outcomes. Acting as a trusted advisor and integrator, this individual works with senior leaders and delivery partners to establish shared accountability, resolve cross-functional barriers and provide clear recommendations on priorities, risks, sequencing and investment. 

Key Responsibilities (not limited to):

Assisted Channels Platform Strategy & Resiliency 

• Own and continuously evolve the vision, target state, multi-year strategy and roadmap for P&BB assisted-channel platforms. 
• Translate business strategy, employee and customer needs, technology health and operational risk into sequenced priorities, investment recommendations and measurable outcomes. 

Organizational Change Management 

• Own the integrated organizational change management strategy and roadmap for Digital Employee Platforms and technology change affecting P&BB and other lines of business. 

• Provide oversight of stakeholder engagement, impact assessment, communications, learning, readiness, adoption, sustainment and benefits realization. 

Branch Technology Experience 

• Lead the business approach to improving the technology experience for P&BB frontline employees, with a focus on stability, usability, productivity and customer service. 

• Establish a consistent model for issue intake, triage, escalation, communication and follow-through in partnership with Enterprise Technology and Operations. 

Cross-Functional & People Leadership 

• Act as the connective tissue across P&BB, Product, Technology, Operations and Risk, creating shared accountability for platform, change and employee-experience outcomes. 

• Represent the mandate in senior governance forums and provide concise recommendations, trade-offs and decisions required. 

Additional Details:

Provides subject matter expertise in the design, development, management and implementation of assigned projects from business case development through execution. Works across BMO to deliver specific project/program business results in alignment with overall group goals.

• 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. 
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Develops an expert understanding of business/group challenges.
• Networks with industry contacts to gather competitive insights and best practices.
• Recommends measures to improve organizational effectiveness.
• May consult to or serve on various committees and task forces.
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Interacts with various BMO groups to ensure strategy and initiatives meet enterprise governance requirements.
• Leads implementation of strategic initiatives within group and across BMO by partnering with various internal & external stakeholders as required; complexity of initiatives may vary and usually involve multiple stakeholders across the enterprise.
• Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
• Provides coaching on complex strategic & business issues and facilitates processes to reach effective resolution.
• Assesses and adapts existing operational programs; develops new capabilities to ensure ongoing success.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Leads change management activities, ensuring cross business/group coordination and logistical support for the implementation of change.
• Acts as a relationship manager on assigned projects/programs and ensures alignment to overall enterprise and group goals.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Participates in project/program design and provides advice & subject matter expertise to achieve required business results.
• Conducts analysis required to inform strategic recommendations and considers the “big picture” when assessing whether or not a course of action is advisable in terms of the group and enterprise goals.
• Collaborates with internal & external stakeholders to provide business context in the design, develop and implementation of programs & solutions.
• May network with industry contacts to gather and identify competitive insights and best practices.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Identifies enablers and key issues prior to and during implementation, raises issues with stakeholders and offers solutions to resolve issues or risks that jeopardize delivery.
• 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, complex problems.
• 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 10+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Demonstrated leadership experience in platform strategy, technology resiliency, organizational change, frontline operations, transformation, product delivery or a related discipline. 
• Proven experience defining multi-year strategies and roadmaps and influencing prioritization, investment and delivery decisions in a complex organization. 
• Experience in financial services, frontline banking or contact centres is an asset. Prosci, ADKAR or comparable organizational change management experience is also an asset. 
• 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.

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: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO 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://jobs.bmo.com/ca/en.

BMO 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. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.