Manager, Incident & Recovery (Treasury and Payments Solutions)

Address:

This role is fully remote. Team members must be open to working rotating shifts, which can be:

• 6:00 a.m. – 2:00 p.m. ET, and
• 11:00 a.m. – 7:00 p.m. ET

Delivery of reliable and consistent services is a cornerstone of our digital strategy. The TPS Incident Management team works closely with our technology partners to minimize impacts from service interruptions and drive initiatives that strengthen system resiliency. Our team collaborates across pillars to enhance system stability and establish efficient processes that support operational excellence.

Serving as a key member of the TPS Incident Management team, the Incident Manager is responsible for managing business and customer impacts associated with technology outages and for communicating these impacts to our key stakeholders.  

Responsibilities:  

• Schedule and lead incident response calls for the TPS line of business and facilitate the prioritization and execution of business and customer-related recovery activities.
• Represent the customer and the business during technology incidents and ensure incidents are escalated and prioritized appropriately.
• Write and issue urgent customer and internal stakeholder communications and ensure communication is fast, transparent, accurate, and consistent across channels.
• Create and maintain incident scenario playbooks to map out action plans and contingency options for key channels and payment services.
• Manage incident communication platforms and the execution of communications using various vehicles.
• Develop and maintain incident communications templates to standardize and prepare communications for key outage scenarios.
• Identify opportunities for continuous improvement and apply learnings following incidents, always with an eye to improve customer experience.
• Track incident data and identify continuous improvement opportunities.
• Develop and evolve incident management protocols to help efficiently manage and recover from impacting incidents as quickly and as painlessly as possible.
• Work with our technology partners to continue to reduce the number and duration of technology incidents.

Knowledge and Skills:  

• Exceptional written communication skills: the successful candidate must be an expert writer who can distill technical and complex information into clear and concise messaging.
• Technical aptitude: a robust systems knowledge and/or a background in payments will be helpful in understanding impacts associated with various technology outages.
• Excellent interpersonal skills: you must be at ease facilitating meetings in high stress situations and adept at building relationships with stakeholders across the organization. Your ability to remain calm during critical outages sets the tone for the entire recovery team.
• Problem-solving skills: you have the ability to synthesize information and use critical reasoning to determine recovery and contingency actions during incidents and drive toward resolution.
• Thinking on your feet: you are comfortable dealing with ambiguity and can pivot as situations evolve.
• Initiative: you are a self-starter who shows a high degree of initiative, can manage multiple projects and work calmly under pressure to meet deadlines.  
• Organizational skills: you have excellent organizational skills, execution abilities and demonstrate a high level of attention to detail.

Qualifications:

• Between 5 - 7 years of relevant experience and post-secondary degree in business, communications, technology management or an equivalent combination of education and experience.
• Must have an expert knowledge of commercial cash management services and payment systems; incident management experience an asset.
• Exceptional writing/editing skills; experience in developing written communications/copywriting/technical writing is a strong asset.
• High level of proficiency using MS Office applications (Outlook, Word, Excel, Teams, and PowerPoint) and other collaboration tools, such as Confluence.

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.