Senior Manager, Digital Adoption
4 weeks ago
05/02/2024
Address:
33 Dundas Street West
The Senior Manager of Digital Adoption reports to the Director, Customer Onboarding & Digital Adoption, and is part of the Everyday Banking Products & Onboarding team in Canadian Personal Banking. This role is responsible for driving digital adoption & engagement of BMO's retail customers.
The Senior Manager develops and implements multi-channel strategy and roadmap to increase digital enrollments & engagement, improve transaction migration from assisted to digital channels, and drive overall digital-first culture.
Given the rapid pace of change in consumer expectations, this individual will be responsible for keeping a close pulse of global best practices and determining how best to leverage these opportunities to BMO's advantage over the next few years.
The Senior Manager works in close collaboration with Digital, Marketing, Analytics Centre of Excellence, Customer Experience & Workforce Effectiveness, Virtual Connect, and other Personal product teams.
Key Accountabilities
1. Strategy Development
Proactively identifies and prioritizes opportunities to improve digital adoption & engagement of retail customers & develops strategy and multi-channel roadmap to:
- Increase digital enrolments through branch, call centre, digital channels, marketing
- Increase digital engagement by raising awareness and usage of BMO's digital transactions and features, thereby driving 'Features per Customer' engagement metric
- Continually improve transaction migration from assisted to digital channels
- Support assisted channels with training and tactics, driving overall digital-first culture
- Drive analysis to support strategies and help analytics team develop robust reporting
- Obtains stakeholder alignment & rallies a cross-functional team to deliver improvements to the digital adoption of BMO's customers across all products & channels
- Improves team performance, recognizes and rewards performance, coaches employees, & supports their development
- Develops, launches and manages digital adoption & engagement journeys to drive digital registration, usage and depth of digital engagement
- Measures & continuously optimizes based on learnings
- 5+ years of experience in retail banking, management consulting (internal or external), or similar fields
- Strong experience in strategy development, project & relationship management
- Distinctive problem-solving skills and ability to think strategically
- Robust analytical skills
- Proven project management and change management skills
- Highly developed relationship management skills
- Strong verbal and written communication
Grade:
8
Job Category:
People Manager / Gestionnaire
We're here to help
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.
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.
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