Service Model Optimization Lead

4 weeks ago


Old Toronto, Canada BMO Financial Group Full time
Service Model Optimization Lead

At BMO Financial Group, we're seeking a seasoned professional to lead our service model optimization efforts. As a key member of our team, you will partner with cross-functional teams to develop a unified customer service model, optimize service functions to streamline and simplify customer service, and establish a simplified customer experience.

Key Responsibilities:
  • Lead cross-functional collaboration: Partner with teams 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.
  • 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.

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


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