Remote Bilingual Business Banking Manager

3 weeks ago

Montréal, Canada BMO Financial Group Full time

VIRTUAL(R)61 - HomeRes - QC - BMO XXXXX Quebec,X0X 0X0

Understands customer needs and provides business banking sales and service to BMO customers or prospects. Advises customers on business banking strategies and products (including credit cards) that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Identifies and makes referrals to other business groups as needed.
- Manages people and leads a team capable of delivering the desired business results.
- Provides advice and guidance to assigned business/group on implementation of solutions.
- Identifies skilled knowledge gaps and performance improvement opportunities for the team.
- Continually assesses and improves the level of performance through coaching.
- Implements, reviews, and revises work plans.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Completes report audits and spot checks as required.
- Monitors team results and solves problems on a daily basis.
- Executes performance plans and provides feedback on progress towards desired behaviours/results.
- Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
- Executes a 6-12 month sales and service plan that drives revenue, sales, and productivity.
- Participates in the orientation and training of new team members.
- Handles customer inquiries in an informed, professional, and efficient manner.
- Probes to understand customer needs and provides advice related to business banking and credit card strategies that meet their objectives.
- Manages all transactional outcomes of customer calls or defers to appropriate internal business groups.
- Escalates complex or unresolved customer situations to the appropriate BMO colleague as required.
- Performs any required activities after completed calls to ensure customer’s requests are accurately processed.
- Maintains current knowledge of business banking and credit card industries, practices, and trends and integrates into customer conversations in a professional manner.
- Integrates marketing promotions and programs into customer conversations where appropriate.
- Maintains the confidentiality of customer and Bank information.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
- Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
- Exercises judgment to identify, diagnose, and solve problems within given rules.
- Works independently on a range of complex tasks, which may include unique situations.
- Broader work or accountabilities may be assigned as needed.** Qualifications**:

- Typically between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
- Knowledge of BMO credit card products.
- Knowledge of competitive marketplace and trends in product offerings.
- Knowledge of call centre technology, processes and metrics (i.e., New Credit Card System (NCCS), Process Access Library)).
- Term Investment Qualified (as required).
- Cash Management Trained.
- Coaching skills - Working.
- Conflict Resolution - In-depth.
- Technical proficiency gained through education and/or 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.

**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.

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