Supervisor, Contact Centre, Global Asset Management

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Supervisor, Contact Centre

Responsible for leading a team that provides exceptional service with every interaction, support across multiple queues and lines of business. This role ensures operational excellence, fosters a client-centric culture, and drives continuous improvement in service delivery standards. Thrives in a fast-paced environment and will lead, coach, and develop team members to consistently deliver quality excellence. Acts as a main point of contact for escalations, while collaborating with senior leaders to enhance processes and drive continuous improvements. Provides extensive business knowledge in an effective, responsible and timely manner to aid in delivering business results and/or minimizing risk.

• Lead, coach, and develop a team of customer service professionals, cultivating a culture of service excellence and accountability.

• Conduct regular quality service reviews, coaching sessions and implement tailored development plans to enhance individual and team performance.

• Oversee day-to-day operations, including capacity planning, workflow optimization, and adherence to service standards.

• Monitor team activity and performance metrics to ensure efficiency and quality in service delivery.

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

• Act as the primary escalation point for complex client issues, ensuring timely and effective resolution.

• Build and maintain strong relationships with key stakeholders and partners ensuring alignment on service priorities and client experience goals.

• Collaborate with senior leaders to advance strategic initiatives, refine processes, and enhance service model.

• Drive process enhancements and service innovations to improve client satisfaction and operational efficiency.

• Work collaboratively with training lead to ensure agents are fully trained on products, services, processes, and policies.

• Establish standardized practices and drive a culture committed to continuous development and innovation.

• Support recruitment, selection, and onboarding of new employees to ensure team readiness and alignment with organizational goals.

• Leads and participates in team projects, keeping up to date on new initiatives and processes.

• Champion operational integrity and risk mitigation across all client interactions.

• Works independently on a range of complex tasks, which may include unique situations.

• Broader work or accountabilities may be assigned as needed.

Qualifications & Skills

• 2-6 years of progressively responsible roles within the investment industry, including a minimum of 1 year in a supervisory or team lead capacity.

• Strong understanding of operational functions within the Wealth Management business and knowledge of contact center best practices.

• Proven ability in coaching, development, and people management; skilled at motivating teams while maintaining a client-first, risk-aware culture.

• Demonstrated commitment to delivering exceptional client service and resolving escalated issues effectively.

• Ability to manage competing priorities in a fast-paced environment and translate operational challenges into service solutions.

• Outstanding verbal and written communication skills with a proven ability to build strong relationships across stakeholders.

• Excellent prioritization, decision-making, and organizational skills.

• Proficient in Microsoft Office and comfortable leveraging technology to optimize processes.

• Committed to ongoing professional development and fostering a culture of learning and improvement.

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.