Contact Center Enablement Lead, BMO GAM

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The Contact Centre Enablement Lead supports effective, consistent, high quality service delivery by coordinating product and service vision, operational needs, knowledge management and team capability within the contact centre. This role translates service and product priorities into practical roadmaps, workflows and continuous enhancements, while supervising a small team responsible for service application support, workforce planning, knowledge management, and training. With a focus on continuous improvement, adoption and day-to-day operational effectiveness, this role will support our goal to deliver world-class client experience.

• Support the definition of the product and service vision, translating them into clear plans, milestones and , MVP (Minimum Viable Product)
• Translate operational needs into clear requirements, defined workflows, and user stories
• Own and prioritize product backlogs, ensuring alignment with operational needs, client and employee experience goals.
• Act as a bridge between stakeholders, service management, technical teams, vendors, compliance and risk, ensuring ongoing flow of communication.
• Lead and participate in UAT, pilots and phased rollouts
• Lead, coach and develop a small team responsible for service application support, workforce planning, knowledge management and training.
• Oversee the establishment of and maintenance of a structured knowledge management framework as well as the development and delivery of service training.
• Work collaboratively with contact centre lead and other stakeholders to support adoption, reinforce best practices and address change impacts
• Monitor, evaluate and recommend improvement to tools, processes, knowledge and team practices to strengthen operational effectiveness and service delivery.
• Foster a collaborative, client-focused, data driven team culture.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications & Skills

• Post-secondary degree in Business or a related field of study
• Experience supporting service delivery initiatives, system enhancements or operational improvements, preferably within a contact centre, service operations.
• Strong understanding of operational functions within the Wealth Management business
• Experience with SaaS tools, including but not limited to Salesforce.com, and integration with other customer service operations management systems.
• Strong program management skills with exposure to agile delivery environments using Jira and Confluence tools .
• Proficient in Microsoft Office and comfortable leveraging technology to optimize processes.
• Comfort with ambiguity and ability to bring order, structure and clarity to evolving environments.
• Strong analytical and problem-solving capabilities, leveraging data to inform decisions and optimize outcomes.
• Creative thinker with the ability to translate operational challenges into effective service solutions.
• Proven ability to lead and influence cross-functional teams to deliver business objectives.
• Proven ability in team development and people management; skilled at motivating teams while maintaining a client-first, risk-aware culture.
• Outstanding verbal and written communication skills with a proven ability to build strong relationships across stakeholders.
• Strong prioritization, decision-making, and organizational skills.

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.