Director, service model design

18 hours ago


Old Toronto, Canada BMO Financial Group Full time
p>Date limite pour présenter sa candidature :

12/08/2024

Adresse :

33 Dundas Street West

Groupe de famille d'emploi :

Stratégies et gestion du changement

Responsabilités :
  • Lead cross-functional collaboration: Partner with teams within TPS and across the commercial bank to develop a unified customer service model.
  • Optimize service model: Identify and implement strategies to streamline and simplify customer service functions.
  • Establish simplified customer experience: Create and maintain a consolidated model for handling customer requests, ensuring a seamless experience and create single point of contact for most servicing needs.
  • Align functions: Work to align various service functions to eliminate redundancies and improve efficiency.
  • Customer-centric approach: Ensure all service model optimizations are focused on enhancing the customer experience.
  • Reporting and analysis: Provide regular updates and reports on service model performance and optimization efforts.

The Director of Service Model Optimization will lead a cross-functional team to redesign and enhance the customer service model for TPS and commercial banking. This role involves strategic planning, role optimization, process improvement, and collaboration with various departments to ensure efficient and customer-centric service delivery. Ideal candidates will have strong leadership skills, experience in large organizational change management efforts, and a passion for revolutionizing customer and employee experiences.

Qualifications :
  • Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
  • Technical leader viewed as a thought leader for innovation.
  • Data driven decision making - Expert.


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