Manager, Client Experience

03/29/2026

Address:

100 King Street West

Customer Shared Services

Manages day-to-day operations, solves issues for a designated digital channel platform operation. Ensures coordination and provides logistical support for the implementation of change and maintenance activities to support the overall health of all digital channels (such as tablet, mobile, online, tools, alerts). Supports initiatives and operational programs for production support, system enhancements, product upgrades and development. Works across BMO to develop solutions that optimize channel operations processes and advance the customer experience.

• Acts as a trusted advisor to assigned business/group.
• 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.
• Leads the design, implementation and management of core business/group processes.
• Provides advice on the functionality, applicability, and usability of channel / platform solutions to support business requirements.
• Assists in the development of strategic plans.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Ensures alignment between stakeholders.
• Builds effective relationships with internal/external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Conducts independent analysis to resolve strategic issues.
• 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.
• Coordinates the work of UAT Testers and acts as a senior resource on the team; provides feedback on test plans.
• Leads problem resolution and recovery meetings and ensures stakeholder alignment on resolution and /or escalation.
• Leads the design, implementation and management of core business/group processes for channel operations management.
• Supports development and maintenance of a change / release roadmap for the channels / platform activities e.g. Annual programs, upgrades, regulatory changes and projects to support short and long-term business objectives.
• Monitors and tracks performance on applicable indicators and addresses any issues.
• Develops and coordinates the execution of the testing strategy for changes and release updates into the channel environment
• Executes work to deliver timely, accurate, and efficient service.
• Supports the tracking, prioritization and resolution of issues related to channel / platform tools and applications.
• Coordinates maintenance and support activities with stakeholders; deploys changes to the production environment.
• Performs testing activities for software applications, processes, functionality changes and release updates into the channel environment.
• Works with development teams to ensure quality and timeliness of changes into the channel platform operations.
• Develops an understanding of the platform operations and processes; stays current with industry trends.
• Analyzes data and information to provide insights and recommendations.
• Executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• 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.

  Qualifications:

• 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.
• Combination of financial services and technology exposure; solid understanding of digital issues/trends understands how to leverage technology for competitive advantage.
• In-depth knowledge of digital channels and e.g. contact centre, mobile and online.
• In-depth understanding of digital channels technology.
• Frontline customer service experience.
• In-depth project management experience.
• In depth process coordination / process 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.

$69,000.00 - $129,000.00

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.