Senior Client Service Manager

4 days ago

Tempe, Arizona, United States BMO Full time
Job Summary

We are seeking a highly skilled and experienced Senior Client Service Manager to join our team at BMO. As a key member of our Commercial Sales & Service team, you will be responsible for providing exceptional operational support to grow our market share and maximize client relationships.

Key Responsibilities
  • Foster a culture aligned to BMO's purpose, values, and strategy, and model BMO values and behaviors in all interactions.
  • Ensure alignment between values and behavior that promotes diversity and inclusion.
  • Regularly connect work to BMO's purpose, set inspirational goals, define clear expected outcomes, and ensure clear accountability for follow-through.
  • Build interdependent teams that collaborate across functional and operating groups to create value for all stakeholders.
  • Attract, retain, and enable the career development of top talent.
  • Improve team performance, recognize and reward performance, coach employees, support their development, and manage poor performance.
  • Lead and execute business development plans to achieve or exceed business goals.
  • Provide overall leadership and strategic direction to the team, setting context, direction, accountabilities, tasks, and assignments.
  • Develop solutions for customer-specific issues by engaging multiple internal stakeholders.
  • Participate in client calls as required.
  • Address customer service issues according to established parameters, escalating as necessary.
  • Influence and negotiate to achieve business objectives.
  • Recommend and implement solutions based on analysis of issues and implications for the business.
  • Coordinate and execute specific activities for the implementation of strategic initiatives, including tracking metrics and milestones.
  • Analyze and interpret service problems to identify root causes and make recommendations.
  • Act as the prime subject matter expert for internal and external stakeholders.
  • Gather and format data into regular and ad-hoc reports and dashboards.
  • Participate in audit and customer issues resolution, correcting irregularities and escalating as per established procedures.
  • Set performance standards and monitor and actively manage service staff performance.
  • Manage databases and provide support for analysis, forecasting, and/or data visualization, ensuring adherence to data governance standards.
  • Participate in product introduction and change management activities as a key client-facing, line representative.
  • Lead change management activities related to products and services and compliance/regulatory matters.
  • Create policies and procedures for Commercial Bank to ensure quality client service and product delivery while protecting the bank's interests and managing risk.
  • Develop and administer training programs.
  • Document all standard procedures and processes, and communicate new processes to service and sales staff.
  • Provide coverage or back-up support for areas with staff shortage.
  • Collaborate with managers to develop and implement processes and procedures to meet client expectations and ensure consistency across Commercial Bank segments.
  • Actively listen to clients' concerns and diagnose clients' service needs.
  • Facilitate timely client problem resolution, and engage cross-functional representatives or groups as appropriate.
  • Respond to client concerns professionally to convey ownership, competence, and respect for the client relationship.
  • Accurately document client requests using the group's tracking systems.
  • Facilitate action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
  • Apply consistent and timely follow-ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
  • Serve as an advocate for individual clients and escalate issues as necessary to facilitate the timely resolution of service problems.
  • Support the development of tailored messaging, which may include writing, editing, and distributing communications.
  • Track collection of client service fees.
  • Collaborate with internal and external stakeholders to deliver on business objectives.
  • Execute work to deliver timely, accurate, and efficient service.
  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
  • Provide specialized consulting, analytical, and technical support.
  • Exercise judgment to identify, diagnose, and solve problems within given rules.
  • Work independently and regularly handle non-routine situations.
  • Broad work or accountabilities may be assigned as needed.
Qualifications
  • 5-7 years of relevant experience in managing or leading a team of Client Service Associates.
  • Experience in coaching the team.
  • Experience with managing escalations.
  • Experience with Data Analytics.
  • Stakeholder management.
  • Experience within the Financial Industry.
  • Treasury Product, Cash Management, and Service knowledge is a plus.
  • If a Credit Qualifiable job, Credit Qualifications, and associated credit knowledge and skills according to the established qualification standards.
  • 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.
Salary

$161,400.00

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:

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