Market Growth Specialist

7 days ago

Tempe, Arizona, United States BMO Full time

Job Summary

We are seeking a highly skilled Market Growth Specialist to join our team at BMO. In this role, you will be responsible for providing exceptional operational service support to grow the Bank's market share and maximize the profitability of 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 fosters 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 the highest 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/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 with data governance standards.
  • Participate in product introduction and change management activity 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 the 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.

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