Director, Customer Strategy & Performance

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Join a pioneering team shaping the future of Canadian Retail Credit Strategies.

We’re building next-generation, end-to-end credit solutions that span the entire lifecycle—from acquisition and account management to collections—anchored in a holistic Lending Decision Strategy and aligned with Canadian Personal & Business Banking (P&BB) priorities.

Our approach combines cutting-edge decisioning software, advanced decision trees, and innovative credit models to deliver smarter, faster, and more customer-centric outcomes. This is your opportunity to influence credit cycles using modern modeling techniques and best-in-class decisioning applications, all within a high-performance, customer-focused environment.

If you’re passionate about leveraging data, technology, and strategy to transform lending decisions and drive meaningful impact across Canadian P&BB, this is the team for you.

Develops and maintains risk decision-support strategies using analytical solutions to enable high-quality, fact-based decisions for a designated risk portfolio. Supports the development of the strategy and roadmap for data quality, data analytics, data modeling, reporting, business intelligence, and the design and development of sophisticated decision support tools.

Leads the development of the Customer & one-client strategies across all retail credit product suites (i.e. Unsecured Lending, Real Estate Secured Lending or Business Banking) subject to 2LOD oversight, review and effective challenge, to mitigate losses across CDN P&BB clients and optimize risk-return outcomes within prescribed Board approved risk appetite. Collaborates with the retail product credit strategy leads to proactively manage the customer lifecycle (i.e. acquisition, account management, collections) and streamline products and processes to improve customer experience, customer profitability, and efficiencies while minimizing losses. Monitors, and calibrates early warning signals to ensure early indications of elevated risk across customer lifecycle are proactively identified and strategies actioned.

• Develops, monitors, and optimizes customer strategies, tools and capabilities to optimize credit strategies, to minimize the onboarding of high-risk customers while optimizing the customer experience and lifecycle journey.
• Own end-to-end lifecycle strategy connectivity, ensuring alignment across origination, portfolio management, and collections.
• Embed data-driven decisioning into frontline credit processes to improve consistency, speed, and effectiveness.
• Oversee execution discipline, ensuring strategies are implemented effectively within operational workflows.
• Obtains clear input from retail credit product suite leads and coordinates with the P&L owners to leverage bureau partners and vendors to make effective customer decisions.
• Leverage advanced analytics to identify customer behaviours, segmentation opportunities, and emerging risk signals.
• Leads customer strategy for current and new clients submitting recommendations to 2nd line for oversight, review and effective challenge.
• Incorporates learnings throughout P&BB credit ecosystem ensuring learnings from past strategies and monitoring incorporated into go-forward proposals.
• Develops accurate credit proposals (incl. revenue and loss forecasts) and supports policy change proposals, using statistical models developed by 2nd line Modeling team and other analytical methods / tools to drive effective customer relationship.
• Within the mandate of this role, promotes and supports the Bank’s risk culture including ensuring employees understand their accountabilities for risk-taking activities, promoting an environment of open communication and effective challenge, and establishing the “tone from the top” through leading by example.
• Complies with the Bank’s Risk Appetite framework and ensures risk-taking activities remain within agreed limits and comply with all regulatory requirements.
• Role models driving simplicity and productivity enhancements for optimization across groups, driving continuous improvement on key measures.
• Activates our winning culture, aligned with Purpose. Ignites engagement by aligning our culture to our strategy and fueling exceptional execution.
• Fosters an inclusive environment for all employees by eliminating barriers to inclusion.
• Develops leaders, plans for succession, and fosters a high-performance culture.
• Drives top talent acquisition and retention, developing organizational capabilities to drive competitive advantage.
• Leads and mentors a team with diverse risk and business experience, skills, and orientation.
• Leads, promotes, and reinforces the Bank’s Ambition; personally, role models One Bank leadership; drives sustainable improvements in customer loyalty and business growth; adheres and supports enterprise customer experience and brand standards.

Qualifications:

• Post secondary education or equivalent work experience
• 10+ years Financial Services experience preferably in a credit related area
• Retail Customer Lifecycle knowledge and analytical skills to assess risk in strategy development
• Understanding of modelling, advanced analytics, and data analytics
• Experience in stress testing
• Strong quantitative/analytical skills
• Advanced knowledge of Retail Policies and processes
• Thorough knowledge of the Bank Lending Process training tools and qualification process
• In-depth knowledge of Retail customer management, processes, and reporting techniques
• Ability to network and establish industry relationships.

#FutureOfRetailLending

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.