Application Deadline:

09/14/2025

Address:

2465 Argentia Road

Job Family Group:

Customer Shared Services

Provides leadership and strategic oversight to the Canada Collections Call Centre overseeing all aspects of a call center's operations, ensuring efficient and effective customer service and satisfaction while aligning with broader business goals with respect to liquidation and cure rates and hardship. As Director and Head of Canada Call Centre, you are responsible for managing teams, setting performance goals, implementing strategies to improve processes, ensuring compliance with quality standards and regulations

Business Operations

• Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts.
• Keeps abreast of needs of the Collections departments. Identifies and makes referrals to other business groups as needed.
• Maintains current knowledge of collections strategies, practices, and trends and integrates into customer conversations in a professional manner.
• Acts as the prime contact for internal/external stakeholder relationships, which may include regulators.
• Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
• Identifies emerging issues and trends to inform decision-making.
• Networks with industry contacts to gather competitive insights and best practices.
• Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
• Operates at a group/enterprise-wide level and serves as a senior specialist resource across BMO.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.
• Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.
• Broader work or accountabilities may be assigned as needed.

Execution Excellence

• Develops rapport and instils confidence with clients, staff and business partners in order to develop credibility and earn their trust
• With the support of the Customer Care Team, addresses the most complex escalated customer requests and transactions.
• Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.
• Develops action plans and solutions to address and safeguard the Bank’s interests.
• Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Defines business requirements for analytics & reporting to ensure data insights inform business decision making.
• Designs, develops and directs the planning of the operational programs and strategies including frameworks, tools and processes.
• Assesses and adapts existing operational programs; develops new capabilities to ensure ongoing success.
• Ensures programs are executed efficiently and effectively to meet business plans and objectives.
• Leads the design, implementation and management of core business/group processes.
• Reviews the program for effectiveness, considers industry trends and recommends enhancements; makes changes as required.

Leadership and People management:

• Reviews and continually monitors performance of existing accounts and client relationships
• Supports and equips senior managers to drive agent performance results
• Develops and executes strategies to continuously build out core competencies required for collectors to efficiency and effectively execute collections calls
• Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Develops and executes tactics/plans to drive specific behaviours, activities, and results.
• Oversees the design, development, and implementation of tools and training required to deliver business results with a customer and collector focus
• Enables teams to deliver exceptional customer service that builds trust through expertise, responsive service and support.
• Supports and enables continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
• Influences how teams/groups work together.
• Ensure compliance with documented policies and procedures to execute transactions, activities and processes.
• Communicates abstract concepts in simple terms.
• Develops, maintains and executes a business plan, including relationship management strategies, to achieve retention objectives.
• Enables exceptional customer service that builds trust through expertise, responsive service and support.

Qualifications:

• Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Knowledge of Credit Qualifications and associated credit knowledge and skills according to the established qualification standards.
• Knowledge of federal, state/provincial and local laws pertaining to Consumer Collections and functional area - Expert.
• Knowledge of competitive marketplace and trends in product offerings - Expert.
• Negotiation skills – Expert.
• 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