Director, Client Operations, Risk & Complexity Enablement

Address:

Director, Client Operations, Risk & Complexity Enablement

Operationalizes, governs and sustains change.

MANDATE

Leads the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness.

Drives continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement.

Leads business operations, risk, fraud, regulatory and complex client resolution capabilities. Partners with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines.

CORE ACCOUNTABILITIES

·    Owns the service engine and operating performance across assigned InvestorLine operations and specialized support capabilities.

·    Sets expectations and operating rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance.

·    Monitors demand, capacity, service levels and emerging issues, and leads interventions to stabilize performance and meet commitments.

·    Owns operational readiness for launches, market events, volume surges and service disruptions, including contingency and recovery plans.

·    Drives root-cause discipline for recurring issues and ensures corrective actions are measurable, owned and sustained.

·    Owns governance and resolution for escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions requiring senior or cross-functional action.

·    Establishes decision rights, escalation paths, service standards, playbooks and specialist support for complex matters.

·    Uses patterns from escalations, exceptions and complaints to prevent recurrence through process, policy, control or training improvements.

·    Balances client outcomes, regulatory obligations, operational feasibility and risk appetite when resolving non-standard situations.

·    Embeds risk and control requirements into workflows, technology changes, procedures, training and performance routines.

·    Partners with Risk, Compliance, Legal, Audit, Wealth Operations and Technology to interpret requirements, remediate issues and evidence closure.

·    Translates approved modernization priorities into operational requirements, implementation plans and readiness milestones.

·    Owns frontline readiness, capacity, procedures, training, coaching, controls and launch execution.

·    Establishes adoption measures and adjusts workflows, capacity, training or controls when results are below expectations.

·    Ensures new capabilities are embedded into operating routines and sustained after launch.

·    Measures operational benefits, control effectiveness, employee adoption and client impact, and provides results to the portfolio owner.

·    Partners with Product, Technology & Operations, AI, Data & Analytics and Virtual Connect teams to simplify work and increase scalability.

·    Leads operational planning, workforce forecasting, financial management, portfolio governance and performance reporting.

·    Integrates multiple data sources to provide performance insights, scenarios and recommendations to the Head and senior leaders.

·    Aligns resources to the highest-value operational needs and supports business cases and priority programs.

·    Establishes concise dashboards and forums to track commitments, operational benefits, risks, dependencies and decisions.

·    Acts as the primary integrator across stakeholders for operational performance, risk and complex client matters.

·    Sets clear expectations and builds an accountable, inclusive and high-performing culture grounded in ownership and disciplined execution.

·    Develops leadership capability and succession depth through coaching, candid feedback, development plans and differentiated talent management.

·    Ensures workforce plans, role clarity, training, knowledge, coaching and quality practices align to current demand and future capabilities.

·    Maintains two-way relationships with employees to surface risks, remove barriers and identify continuous improvement opportunities.

·    Reinforces One Bank and One Team ways of working across operational and enterprise partners.

·    Takes measured risks while protecting the Bank by applying the Risk Management Framework, operating within approved Risk Appetite, making sound risk-informed decisions and adhering to applicable policies, standards, procedures, laws and regulations.

VALUE & EXPECTED OUTCOMES

·    More timely and consistent resolution of escalated and complex client matters.

·    Reduced repeat complaints, exceptions, operational incidents and losses.

·    Improved control effectiveness, quality and timely remediation of findings.

·    Stronger service stability, capacity readiness and recovery through launches and high-volume events.

·    Improved service, productivity and workforce measures, including service levels, quality and handling efficiency.

·    Higher frontline adoption and sustained use of new capabilities.

·    Clear decision rights, fewer hand-offs and measurable service, productivity, control and client benefits.

QUALIFICATIONS & SKILLS REQUIRED

·    Typically 9+ years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.

·    Extensive leadership experience in financial services operations, contact centre or virtual service delivery, business management, risk, regulatory programs or transformation.

·    Expert knowledge of operational performance, workforce planning, service resilience, process improvement, controls and complex issue resolution.

·    Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics.

·    Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery.

·    Strong people leadership, executive communication, influence, negotiation and relationship-management capability.

·    Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions.

·    Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment.

·    Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset.

·    Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success.

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.