Manager, Journey Enablement, Assisted Onboarding

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We are seeking a manager to join the Assisted Onboarding Journey Enablement team within Business Banking. This role will be responsible for leading and delivering initiatives that enhance the assisted onboarding experience by streamlining origination, decisioning, and fulfillment across the Business Banking product suite.

The successful candidate will identify and execute opportunities to enhance the end-to-end client journey, leading strategic initiatives from opportunity identification through implementation, adoption, and benefits of realization. They will leverage journey performance insights to uncover growth opportunities, improve client and employee experiences, and deliver process and digital enhancements in close partnership with Technology and Digital teams.

In addition, they will identify opportunities to leverage AI to enhance and reimagine the client experience, automate processes, and strengthen risk and fraud outcomes. This is a business-led transformation and project delivery role, focused on designing and implementing business processes, operating models and service improvements in partnership with Technology.

The successful candidate will: 

• Own specific Assisted Onboarding outcomes and performance measures, ensuring initiatives deliver measurable improvements for clients, employees and the business. 

• Develop business cases, recommendations, process designs and implementation plans to support journey priorities and strategic objectives. 

• Support the development of dashboards and reports to track journey outcomes such sales units sold through assisted channels, completion rates, savings from digitization, AI enablement and usage, cost to serve, reduction in platform usage across CBB, process optimization, % of fully digitized forms, service volumes, and cycle times. 

• Independently manage multiple concurrent projects and workstreams, balancing competing priorities while maintaining delivery quality and stakeholder alignment. 

• Identify, assess and prioritize onboarding pain points, operational inefficiencies and client experience challenges, developing practical solutions that improve performance and simplify processes. 

• Partner with Product, Operations, Digital, Technology, Frontline teams and Business Governance partners to define requirements, resolve issues and execute changes. 

• Drive accountability for delivery by coordinating stakeholders, resolving obstacles and ensuring agreed actions are completed. 

• Assists in the development of strategic plans. 

• Designs and produces regular and ad-hoc reports, and dashboards. 

• 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. 

• Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. 

• Develops and documents processes, procedures, etc. and/ or end-user materials. 

• Assists with the documentation of end user materials. 

• Assists with training and transition of processes and tools/templates to appropriate process owners. 

• Designs processes based on business requirements and best practices. Ensures the processes adhere to applicable risk, regulatory and compliance requirements. 

• Streamlines, simplifies and continuously improves existing processes. 

• Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders. 

• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards. 

• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency. 

• Maintains current process documentation to ensure available for stakeholders as required. 

• Supports management of processes using established methodologies and tools/system/technology. 

• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting. 

• Participates in the integration of Core Process transformation across business/groups to deliver process improvements for productivity savings and enhanced customer/employee experience. 

• Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders. 

• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning. 

• Resolves issues regarding processes that are raised from all sources/stakeholders. 

• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus. 

• Provides specialized consulting, analytical and technical support. 

• Exercises judgment to identify, diagnose, and solve problems within given rules. 

• Works independently and regularly handles non-routine situations. 

• 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. 

What We're Looking For: 

• Hybrid role - able to come to BMO Place office at least 3 days a week (subject to change in line with organizational policy). 

• Experience leading process improvement, business transformation, operational excellence or change initiatives within a large, complex organization. 

• Demonstrated ability to independently lead multiple projects or workstreams simultaneously, managing scope, priorities, stakeholders, dependencies, risks and delivery timelines. 

• Strong process design experience, including current-state assessment, future-state design, root-cause analysis, requirements development, implementation planning and benefits realization. 

• Experience working across business, operations, product, technology and governance teams to drive change and deliver outcomes. 

• Proven ability to identify opportunities, develop recommendations, influence decisions and execute improvements with limited direction. 

• Strong analytical and problem-solving capabilities, with the ability to translate data, frontline feedback and operational insights into actionable improvements. 

• Excellent communication and stakeholder management skills, including facilitating working sessions, building alignment and presenting recommendations to senior leaders. 

• Experience in onboarding, lending, account opening, fulfillment, servicing, operations or other client-facing business processes is considered an asset. 

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience. 

• Possesses a deep understanding of and problem solving ability for issues within the business/group. 

• Knowledge of business analysis, project delivery practices and standards across the project lifecycle - In-depth. 

• Knowledge of business/group processes, procedures and controls - In-depth. 

• Understanding of risk, regulatory and compliance requirements - In-depth. 

• Deep knowledge and technical proficiency gained through extensive education and business experience. 

• Verbal & written communication skills - In-depth. 

• Collaboration & team skills - In-depth. 

• Analytical and problem solving skills - In-depth. 

• Influence skills - In-depth. 

• Data driven decision making - In-depth. 

Salary:

Pay Type:

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.