Manager Professional Support

20 Erb Street West Waterloo Ontario,N2L 1T2

Supports the delivery of an exceptional customer experience to private banking clients. Provides a superior level of courteous, knowledgeable and professional service to all existing and potential clients displaying a comprehensive knowledge of products. Recognizes the appropriate time to proactively identify and discuss clients’ needs and works collaboratively with the branch and regional teams to identify and make referrals. Ensures compliance and operational effectiveness.
- Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
- Ensures alignment between values and behaviour that fosters diversity and inclusion.
- Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
- Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
- Attracts, retains, and enables the career development of top talent.
- Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
- Identifies opportunities for expanding the client relationship.
- Assists in preparing new business proposals or presentations to clients/prospects.
- Identifies customer needs and matches with appropriate products or services using relationship selling techniques, including making referrals to other BMO employees.
- Assists with the development of client communications as required.
- Acts as the key service contact for clients.
- Takes ownership of client issues and collaborates with others to resolve or escalates per guidelines.
- Liaises with external advisors of clients on behalf of the banker / relationship manager.
- Identifies and recommends workflow process alternatives that can lead to improved efficiency and service levels.
- Ensures timely resolution of all client questions and concerns, both internal and external.
- Manages and resolves escalated issues from the direct reports for quick resolution.
- Determines client needs and ensures timely and accurate completion of transaction processing.
- Takes ownership of client inquiries/ concerns/ complaints, ensuring timely resolution and referring as appropriate.
- Understands the unique needs related to commercial entities and UHNW clients within the private banking space.
- Maintains detailed knowledge and understanding of integrated private banking services and offerings as well as a detailed understanding of the strategic direction of the business.
- Conducts independent analysis and assessment to resolve strategic issues.
- Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
- Builds effective relationships with internal/external stakeholders.
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
- Monitors and tracks performance, and addresses any issues.
- Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
- Manages operational and transactional audits and controls for banking and general branch administration.
- Manages day to day portfolio administration activities through the completion of a wide variety of credit, non-credit, and related activities.
- Monitors the timely and accurate setup & maintenance of accounts, including account setups, account transfer initiation, collateralization, documentation and processing.
- Ensures the timely distribution and monitoring and reporting.
- Provides input into the planning and implementation of operational programs.
- Implements and monitors procedural and policy changes as required.
- Strives to exceed client service standards to maximize relationship retention and growth.
- Develops rapport and instills confidence with the client to develop credibility and earn their trust.
- Provides timely, accurate service and support to Private Bankers by completing a wide variety of credit, non-credit, and related activities.
- Adheres to all banking, investment and lending regulations, Policies and Procedures, legal and ethical requirements, process requirements, bank guidelines and established risk guidelines.
- Follows security and safeguarding procedures and applies appropriate due diligence for the prevention of loss due to fraud, counterfeiting money laundering or defalcation in accordance with Bank policy.
- Participates in audits and compliance reviews as assigned.
- Identifies and escalates all irregularities and discrepancies to management.
- 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 indepen