Director of Customer Service Model Development

3 weeks ago


Toronto, Ontario, Canada BMO Full time

Job Summary:


The Director of Customer Service Model Development will lead the development of a unified 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.



Key Responsibilities:



  • Lead cross-functional collaboration to develop a unified customer service model
  • Optimize service model to streamline and simplify customer service functions
  • Establish a simplified customer experience through a consolidated model for handling customer requests
  • Align functions to eliminate redundancies and improve efficiency
  • Engage with key stakeholders to gather insights and ensure alignment with business objectives
  • Ensure all service model optimizations are focused on enhancing the customer experience
  • Provide regular updates and reports on service model performance and optimization efforts


About the Role:


The Director provides subject matter expertise in the design, development, management, and implementation of assigned projects from business case development through execution. Works across BMO to deliver specific project/program business results in alignment with overall group goals.



Requirements:



  • Typically 9+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience
  • Seasoned expert with extensive industry knowledge
  • Technical leader viewed as a thought leader for innovation
  • Verbal & written communication skills - Expert
  • Analytical and problem-solving skills - Expert
  • Influence skills - Expert
  • Collaboration & team skills; with a focus on cross-group collaboration - Expert
  • Able to manage ambiguity
  • Data-driven decision-making - Expert


Salary: $113,900.00 - $211,800.00


Pay Type: Salaried



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