Director, Customer Onboarding

6 months ago

Toronto, Canada BMO Financial Group Full time

33 Dundas Street West Toronto Ontario,M5G 3C2

The Director of Customer Onboarding & Digital Adoption reports to the Head of Everyday Banking Products in Canadian Personal Banking. This role is responsible for leading two critical cross-functional programs: the onboarding of new retail customers into BMO and the adoption of digital banking by retail customers.

The Director develops and implements onboarding and early tenure cross-sell strategies to increase engagement, drive sales of BMO’s banking products, and improve overall customer experience in the first six months of tenure with BMO.

The Director develops and implements multi-channel strategy and roadmap to increase digital enrollments & engagement, to improve transaction migration from assisted to digital channels, and to drive overall digital-first culture.

Given the rapid pace of change in consumer expectations, this individual is responsible for keeping a close pulse on global best practices and determining how best to leverage these opportunities to BMO’s advantage over the next few years. The individual is responsible for leading the implementation of prioritized strategies and initiatives.

The Director works in close collaboration with Marketing, Credit Risk, Analytics Centre of Excellence, Customer Loyalty & Salesforce Enablement, Digital, Virtual Connect, and other Personal product teams.

**Key Accountabilities**

**1. Strategy development**
- Proactively identify and prioritize opportunities to improve customer onboarding & digital adoption
- Develop the overall strategy and roadmap to improve existing and launch new capabilities
- Establish priorities and drive the evolution of capabilities with key partners

**2. Delivery of initiatives**
- Lead the implementation of complex projects with large multi-functional teams, through ideation, requirements, implementation and change management
- Monitor progress against project plans to ensure completion
- Proactively solve issues and eliminate obstacles

**3. Journey management**
- Develop, launch and manage customer journeys to drive customer engagement, present timely & relevant offers, and drive digital adoption
- Measure & continuously optimize based on learnings

**4. Risk Management**
- Drive actions to improve profitability through data-driven decisions
- Manage risk, and support the evolution of policies, procedures, and controls

**Qualifications**

**Experience and Knowledge**
- 10+ years of experience in retail banking product management, marketing and/or management consulting
- Strong experience in strategy development, project management and risk management

**Skills**
- 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

**Compensation and Benefits**:
$103,500.00 - $192,500.00

**Pay Type**:
Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

**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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