Manager, TPS Help Desk

BMO is the 8th largest bank in North America and the 4th largest commercial lender with aggressive growth ambitions in the U.S. We are driven by a single purpose: to Boldly Grow the Good in business and life. Our Purpose informs our strategy, drives our ambition, and reinforces our commitments to progress: for a thriving economy, a sustainable future, and an inclusive society.

The Emerging Middle Market segmentation targets Ten Million to Fifty Million USDin company revenues. The ideal candidate will have a strong COI (Center of Influences) network, established in the market place, and a proven track record in sales performance. This individual will join a tight knit team of energetic collaborators experienced in sales and in maintaining relationships. Continued growth of the team provides a unique opportunity to join in building a highly valued segment within a stable and thriving bank

Provides subject matter expertise and effective solutions within the TPS Help Desk business. Ensures that initiatives and solutions, programs and processes are consistently and effectively implemented across the business/groups. Develops practices to scale and maturity for various roles through defined practice management tools & techniques, standards as well as the adoption of the associated behaviours. Conducts training, coaching, facilitation and applies change management expertise to drive business results.

Responsibilities:

• 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 the head of the TPS Help Desk.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Assists in the development of strategic plans.
• Identifies emerging issues and trends to inform decision-making.
• Observes and coaches individuals & teams to TPS Help Desk management standards & approaches to drive business results.
• Executes individual/team evaluation process to identify improvements to current approach by identifying key issues, outlining alternatives and action plans.
• Facilitates meetings and working sessions that leverage the platform, tools and techniques utilized by the TPS Help Desk to foster adoption.
• Identifies emerging issues and trends to inform decision-making.
• Helps determine business priorities and best sequence for execution of strategy.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Influences and negotiates to achieve business objectives.
• Assists in the development of strategic plans.
• Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Provides advice and guidance on implementation of solutions
• Collaborates with internal & external stakeholders to successful implementation of solutions
• Provides input into the planning and implementation of management programs.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Employs systems (e.g. customized exception reports, tracking reports etc.) to manage information.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Acts as one of the day to day contact for vendors; supports the implementation, maintenance, and sustainment of vendor solutions including outsource arrangements.
• Executes work to deliver timely, accurate, and efficient service.
• Broader work or accountabilities may be assigned as needed.
  

Qualifications:

• 5 – 10 years of people management experience
• Commercial banking experience
• Vendor management experience
• Training and mentoring experience
• Change management experience
• Performance management experience
• 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.
  
  
  

Facilitates growth initiatives for the Bank through significant business development and excellent management of key client relationships. Maintains an outstanding and continuous record of significant revenue generation from sales and syndications. Ensures the required internal control standards, including adherence to audit, regulatory and compliance policies.

• Leads and executes business development plans to that business goals are achieved or exceeded.
• Provides strategic input into business decisions as a trusted advisor.
• Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
• Acts as a subject matter expert on relevant regulations and policies.
• Advises on sales strategy based on a deep understanding of the market, relevant industry verticals, market competitors, client needs and business growth opportunities.
• Conducts independent analysis and assessment to resolve strategic issues.
• Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.
• Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
• May network with industry contacts to gain competitive insights and best practices.
• Coordinates the management of databases; ensures alignment and integration of data in adherence with data governance standards.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Manages the risk of the assigned complex portfolio in a timely and precise manner.
• Directly manage the annual review process, interim reviews, specified quarterly reports and resolution of exceptions.
• Maintains accurate documentation and ensure adherence to prescribed policies and procedures and overall safety of the Bank’s position.
• Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
• Acts as daily sales contact for clients on sales related questions such as product information, pricing, implementation timeframes and requirements.
• Gathers data to advance sale process and completes all required documentation.
• Assists team in pre-sales activities such as pitch preparation, client research, preparation of prospect and client files for further action.
• Tracks implementation requests to keep the process on track with timelines.
• Tracks Internal reports and recommends improvements to sales support materials based on findings and feedback.
• Compiles pre-call and post call information packages by accessing internal systems and bank personnel to validate client holdings, pricing, and volumes.
• Provides research and data gathering to sales team to facilitate solution to the client’s/prospect’s business and needs.
• Assists with sales and service administration and processing ensuring client experience is seamless and opportunities are identified and met.
• Maintains current client information on Bank system/files to ensure client history is accurate and complete.
• Ensures accurate billing to clients.
• Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
• Implements changes in response to shifting trends.
• Broader work or accountabilities may be assigned as needed.
  

Qualifications:

• Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• If a Credit Qualifiable job, Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Demonstrated history of successful business development, including ability to network in external markets
• Demonstrated knowledge of relevant industry verticals and market’s competitive environment
• Experience in contact negotiations with both clients and legal counsel
• Experience drafting responses to complex RFPs
• Experience with Sales Strategy and Sales referral process development
• Risk Management - In-depth
• Sales and Service Management –In-depth
• Relationship Management - In-depth
• Change Leadership - Working
• Conflict Management & Resolution –In-depth
• Resource Planning – Working
• Business Acumen – In-depth
• Financial and Working Capital Understanding – In-depth
• Strategic Thinking – Working
• Seasoned professional with a combination of education, experience and industry knowledge.
• Verbal & written communication skills - In-depth / Expert.
• Analytical and problem solving skills - In-depth / Expert.
• Influence skills - In-depth / Expert.
• Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
• Able to manage ambiguity.
• Data driven decision making - In-depth / Expert.
  
  
  

Salary:

$122,400.00 - $228,000.00

Pay Type:

Salaried

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.