BMO Financial Group Client Services Team Leader in Chicago, Illinois
The Regional Manager role is accountable for leading and overseeing a team of service professionals located within Canada and/or the US who provide dedicated, value-added and professional after-sales service support to Treasury and Payment Solutions clients, in the Capital Markets, Corporate Finance Division and Commercial/Business Banking segments addressing complex operational matters and ongoing client care relationships.
The Regional Manager, Client Services will provide leadership and direction to a senior advisor team who proactively manages the service relationships for large, high profile, and strategic treasury management and cards payments clients, In addition, the role is accountable for the day-to-day operations of their regional Client Services team. The role is accountable to ensure complex operational issues are proactively and reactively addressed and resolved in an efficient, cost-effective, timely, and professional manner. The role also includes accountability as a point of operational escalation for client managed by the team.
Working with the Managing Director, North American Client Services, the role will also contribute to the the development, implementation and maintenance of the infrastructure (i.e., policies, procedures, standards) in support of North American service strategy objectives for high quality client service and satisfaction. The Regional Manager, Client Services is also accountable for executing on internal and external processes to support clients and partners, working closely with the Managing Director, North American Client Services and other Regional and Client Services team members.
The role is also accountable to represent Service in providing input to product rollouts, conversion projects and to participate on sales calls and pitches to ensure products developed and sold can be supported. The Regional Manager will identify and incorporate further after sales service work in partnership with the sales and client relationship management team so that work is effectively transitioned and managed within the unit.
Business Delivery and Operational Effectiveness
Deliver exceptional and timely operational support and service, responding to second level client or servicing issue escalations to ensure customer satisfaction is consistently achieved
Establish work schedules/priorities of the team (including vacations) to achieve optimum resource effectiveness. Provide leadership and guidance in the design, implementation and sustainment of effective service processes, best practices and opportunity identification for improvements to customer service and product development.
Develop and monitor metrics against established targets, service level standards and guidelines to ensure individual, financial, and service quality goals and service level agreement targets are met
Identifying unique client requirements and/or customized client and internal training needs to improve service levels, achieve new initiatives and increase business volumes
Determine staffing requirements for seamless Client Services’ launches and enhancements.
Oversee team resources and components of people management including compensation administration, recommendation for promotions, hiring, performance management, deployment of staff, including PPAs, coaching, and individual development to achieve high levels of engagement and productivity
Align tasks and assignments with Client Services’ goals and objectives through planning, leadership and direction to team employees to support a high performance team outcome
Create a work environment which attracts high calibre employees.
Establish, develop and track objectives of the work group, team and individual performance measures to build a competent, committed, cost effective Regional Client Services team
Increase the effectiveness and performance of resources by identifying and closing skill knowledge gaps to maintain high quality servicing
Contribute and provide input to the North American Service strategy based on research and in-depth understanding of customer needs in applicable market segments, including forecasting of required future capacity
Provide proactive sales support by participating in joint meetings to review servicing of offered products
Liaise with stakeholders and represent the team in a senior capacity with internal and external clients and partners to influence and gain partner support to resolve client service escalations and problems.
Contribute to the development and preparation of proposals, presentation or analysis that may include cross-functional strategies
Risk Management and Control
Ensure security, audit and control risks are commensurate to the high volume, high exposure products to safeguard the bank’s assets; review systems, reporting and other controls so that risk is appropriately mitigated.
Leverage external information and research to respond to competitive, environment and technology changes impacting provision of client services; recommend strategies to capitalize on changes to meet overall business objectives or to minimize risk.
Change & Innovation
Participate in the identification and development of product offerings, ensuring overall customer satisfaction and retention of valued clients
Identify opportunities for operational improvements and lead continuous business process improvement by providing input to the leadership team
- Undergraduate or College degree preferred
Broad business experience, extensive operational knowledge of banking
Expert understanding of service support concepts and processes
Superior interpersonal skills used within a team environment and in client interactions with emphasis on excelling in relationship building
5 to 7 years people management experience
Exceptional client service delivery and customer contact skills.
Advanced computer skills (Excel, Power Point, Word, etc)
Strong leadership and people management skills with the ability to lead, influence, coach and mentor medium to large teams.
Strong written, presentation and verbal communication skills
Ability to think strategically, lead change and act as an agent of change
Strong decision making and negotiation skills
Ability to manage multiple initiatives, co-ordinate work and establish priorities
Strong problem resolution skills and ability to leverage internal/external partnerships in problem resolution/escalation.
Work effectively with senior levels of management
We’re here to help
At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.
As a member of the BMO Harris Bank 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://bmoharriscareers.com .
BMO Harris Bank 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. BMO Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.