Director of Customer Service Model Development
3 weeks ago
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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