Posted: Sunday, June 9, 2013 8:46 AM

KNOWLEDGE AND SKILLS a) Knowledge: -University degree/college diploma or equivalent work experience -3 to 5 years of related experience -Good knowledge of standard desktop applications used by the business unit -Strong knowledge and understanding of the business unit�s key products and services, processes and controls -Strong understanding of the business unit�s risk and regulatory requirements -Strong knowledge of departmental systems and applications b) Skills: -Strong analytical and problem-solving skills -Strong investigation skills -Strong prioritization skills -Strong organizational skills -Good customer service and relationship management skills -Strong interpersonal skills -Good change leadership skills -Good written and oral communication skills -Ability to multi-task in a fast-paced environment Fully Bilingualism required, French and English speaking and writing BMO Financial Group thanks all applicants. We advise only those who qualify for an interview will be contacted. At our company,we have been helping our customers and communities for over 190 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance. BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. MANDATE Support the manager to coordinate and oversee the work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, training and problem resolution. Assist the manager in ensuring volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations. Escalate/ assist the manager with complex problem resolution. Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities. Analyze and resolve more complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on up to a six-month time horizon. Act as primary back-up to team members and as back-up to the manager. Recommend/ implement process improvements. KEY AREAS OF ACCOUNTABILITY A. Product & Process B. Risk & Control C. Business Performance Management ACCOUNTABILITIES A. Product & Process -Assist the manager by performing activities such as coordination and scheduling of work, resource forecasting, quality control, training, team coaching and guidance, research and problem resolution. -Act as back-up in the manager�s absence and as primary back-up to team members in the event of absence or vacancy. -Process and/or fulfill transactions, settlements, audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis. -Resolve discrepancies/ exceptions that deal with non-routine situations, referred from other team members. -Investigate and resolve or make recommendations to the manager on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures. -Approve (i.e., �release�) and/or resolve escalated work or issues from more junior staff. -Build productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities. -Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures. -Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes. B. Risk & Control -Escalate issues that require resolution by the manager, as per guidelines. -Identify potential risk situations/ impacts, and make recommendations or escalate to the manager. -Review transactions and requests for compliance with regulatory and Bank requirements, as required. -Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate. -Provide information for regulatory reporting and audit queries. -Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls. -Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities. -Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps. -Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation. C. Business Performance Management -Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness. -Provide input on employee performance to the manager. -Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support. -Align individual performance goals to team and organizational goals. -Demonstrate behaviours that are consistent with �Our Way� model and aligned with BMO values. AUTHORITIES This role has the authority to: -Troubleshoot/ resolve most problems independently as per Letter of Authority/ authority levels following established guidelines and procedures. Maintain appropriate audit trails. -Problem-solve escalated issues from others, as appropriate. -Escalate all unresolved processing problems to the appropriate level, as per guidelines, including system, software and hardware failures. -Prioritize work in accordance with policy and severity of service impact to minimize financial/ customer impacts. -Ensure authorizations and approvals are obtained in accordance with policies and controls. -Coordinate and oversee workflow activities of a team, prioritize and/or change work schedules and work plans within pre-determined deadlines. -Provide on-the-job training, coaching, guidance to others. -Review others� work outputs and provide input to manager on employee performance. CROSS-FUNCTIONAL RELATIONSHIPS Internal: -Team members -Operations support groups re system recoveries and implementations -Other PO business units and lines of business (internal support groups/ business partners) re operational and customer service issues, projects, change implementation or system recoveries -Governance areas such as Corporate Compliance and Legal to resolve sensitive customer issues and liaise with Corporate Compliance and Legal areas regarding regulatory changes External: -Suppliers, service providers and external customers -Regulatory agencies -Other financial institutions re processing issues SCOPE AND IMPACT This job has direct or indirect impact on the following: -Contributes to customer confidence and satisfaction, and mitigation of reputational risk by coordinating work within the business unit to deliver on the terms and conditions of business partner agreements and/or processing accuracy. -Contributes to customer retention by ensuring service quality in coordinating the work flow of processing transactions. -Contributes to Bank financial performance by responding on a timely basis to changing operating conditions so as to mitigate financial penalties and costs; also ensures an appropriate balance between customer service and costs to minimize budget overruns, loss of revenue or customer dissatisfaction. -Contributes to the mitigation of reputational risk and financial loss against such things as fraud, defalcation and/or financial penalties by ensuring compliance with Bank P&Ps and regulatory requirements. -Contributes to the mitigation of costs/ impacts associated with human errors by supporting the proper training, coaching and guidance of others. -High volume and/or high risk environment with strict timeframes that are time sensitive and subject to large penalties if timelines are missed.

Source: http://jcnlx.com/f53fbf07f377484b938a7c3c9fbfe36c105

• Location: Toronto

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Manager, Customer Segment Strategy, Toronto, ON - BMO Harris Bank (Toronto, ON)

Posted: Sunday, June 9, 2013 8:44 AM

Knowledge: � Undergraduate degree in business, commerce, marketing or a related discipline � Experience in customer strategies and customer value propositions, typically gained from 3 - 5 years of experience in a customer strategy, product management, marketing strategy, consulting or field type role � Experience in executing customer strategies and value propositions, particularly those that required co-ordination and project management across the organization with multiple key stakeholders � Experience with customer experience strategies, customer segmentation and market research � Experience in meeting management / group facilitation techniques � Experience in the financial services industry in particular Retail Banking and Wealth Management is a plus � If already a BMO employee: deep knowledge of P&C Canada�s vision, mission, and strategy Skills: � Good strategic, analytical / conceptualization / problem-solving skills; ability to deal with ambiguity � Good relationship development and management skills � Ability to influence people at various levels of the organization; experienced change agent � Ability to work independently, and with teams that have diverse skills, knowledge, and educational backgrounds � Good presentation development skills � Strong quantitative skills � Good communication skills (both written and verbal) � Ability to identify, consolidate, surface and share key learnings � Team oriented, flexible, collaborative � Results oriented, driven and self-motivated with a commitment to excellence Key Accountabilities List and describe the major components of work (e.g., strategy, governance, people management, analysis) and the approximate percentage of time spent on each. What action does the job take (e.g., own, execute, support, co-ordinate)? What results or outcomes are expected? Is there anything unique and important to know about what this job accomplishes? 20% Customer Experience Strategy Design � Supports the development of customer experience strategy (�blueprint�) for priority customer segments that guides direction by summarizing both the current state and target customer experience based on deep segment insight � Helps identify both foundational elements (e.g., common across multiple segments) and more detailed elements for specific target segments that drive differentiation based on key brand attributes � Helps map customer experience elements including products, channels, processes and key interactions / touch points including current state and desired target experience � Evaluates customer experience strategies (people, processes, technology, products, channels, etc.) and degree of alignment with BMO�s key brand attributes � Supports the process of incorporating multiple stakeholder views (e.g., PCG partners, channel, marketing, product, research, field, leads, Enterprise customer experience) and inputs (e.g., market research, customer data, competitive insights) in the development of the customer experience strategy and reconciles key differences � Partners with other teams (e.g., Market Research) in the management of the research agenda required to inform the development of the customer segment strategies 20% Identify & Develop Value Creation Opportunities � Based on desired segment customer experience, identify short and long term value creation opportunities for target customer segments � Opportunities may include things like the re-characterization or bundling of existing products and services; product enhancements (e.g., features, pricing); and, the development of new tools, applications and services. � Supports the process of incorporating multiple stakeholder inputs into the design and development of value creation opportunities that demonstrate a strong Return on Investment � Maintain and influence the prioritization, based on business metrics, of a pipeline of innovative value creation ideas including both short term �quick and longer-term opportunities � Supports the creation of the business requirements that define the value creation opportunities and coordinating with partners (e.g., T&O, Channel) to develop the value creation opportunities 50% Support the Development and Execution of Customer Segment Activation Strategies � Based on customer insight, and the desired customer experience for target segments, contributed to the development of detailed �activation strategies� that incorporate all levers that can influence customer share of wallet growth including: Products, services, tools, channels, customer contacts \ leads, sales team focus, marketing strategy, pricing/ risk optimization strategy � Support the development of execution strategies that provide an execution roadmap that highlights how we will move from current to desired future state that is both practical and pragmatic (e.g., focused on highest priority / highest impact elements) � Contribute to detailed and prioritized tactical execution initiatives to execute on these strategies and define associated scope and resource requirements � Influence appropriate prioritization of activity including balancing quick wins to deliver on near-term KPIs objectives and longer-term initiatives that drive material differentiation over time � Support implementation of the strategy by leveraging change management skills and capabilities to ensure alignment and engagement of multiple partners including P&C Canada (e.g., Product, leads, sales force, risk, channel), PCG (e.g., Investorline, Nesbitt Burns, BMO Harris Private Bank, PCG Head Office services) and Corporate (e.g., Enterprise Customer Experience, Marketing, Risk) � Develop and monitor test-and-learn / pilot projects focused on prioritized customer experience opportunities / problem resolution � Participate on cross-functional teams working on customer experience initiatives to drive customer experience improvement / progress � Help to measure and monitor results using KPIs to ensure appropriate progress is being made and take action to mange changes to specifics initiatives or overall activation strategy based on this monitoring � Support the reporting of results and outcomes of the strategy to partners and councils 10% Other � Participate in other activities associated with customer segmentation and customer experience as required (e.g., committee meeting, conferences, market research) � Act as a champion for customer segments and customer experience across the Personal Segment � Develop and maintain customer relationships associated with key segments as appropriate (e.g., Canadian Defence Community Banking relationship) � Monitor best practices and competitor activities related to customer segmentation and customer experience Authorities What authority is needed to deliver on the key accountabilities (e.g. credit limits, budget, decision making, hiring, resourcing)? What kinds of decisions / recommendations does this job make? What kinds of decisions does this job take to its manager or others for approval before taking action? � Contributes to the development of customer experience blueprint for target segments (i.e., the desired customer experience for customer segment) � Influences the development of the value proposition and value creation opportunities for segment � Contributes to the development of activation strategies for acquisition &/or growth and influences execution Scope and Impact What is the impact of this job�s decisions or actions? For example, what is the size of budget managed by this job, revenue targets assigned to this job, number of people managed, number of customers impacted? This role contributes to the direction of P&C Canada by helping to identify priority customer segments and helping to develop Customer Experience Blueprints (segment-based strategies), customer value propositions and identify value-creation opportunities for those priority segments. . The role assists with the end-to-end development of integrated short- and long-term strategies which will directly contribute to achieving the $190MM customer acquisition and $430MM share of wallet growth revenue targets. Cross Functional Relationships What other jobs does this job interact with to get things done? What important contacts will this job have with other positions, departments in the organization, or outside? Please describe the nature, purpose, frequency of contact. To be effective, this role will collaborate with a number of teams and individuals across the bank to develop the customer segmentation approach and to drive key segment insights. This would include: � P&C Canada Personal Team (e.g., Business Intelligence, product teams) � Corporate / Enterprise (e.g., Marketing, Research, central analytics, Risk) � External vendors (e.g., may interact with market research firms, consulting firms, customer experience firms) Working Conditions Specify any non-standard working conditions and travel requirements (i.e. describe intensity, frequency, and duration of factors inherent in the work). The working environment is in an office environment. The job may require off-hours, at times, and performance of work under challenging deadlines. As well, some occasional travel may be required. BMO Financial Group thanks all applicants. We advise only those who qualify for an interview will be contacted. At our company,we have been helping our customers and communities for over 190 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance. BMO Financial Group is committed to an inclusive, equitable and accessible workplace. By embracing diversity, we gain strength through our people and our perspectives. Mandate What is the primary purpose of this job? How does the job add value to BMO? What results will it deliver? Customer experience is at the heart of delivering on our strategy to be the bank that defines great customer experience and is a strategic imperative at BMO. Effectively executing our personal segment strategy requires a more customer-segment driven approach founded on a deep and integrated view of customer insights, a clear understanding of priority segment customer experience and the effective �activation� of these segments to both drive the desired experience and achieve our financial objectives. The Personal Customer Segment Management team is responsible for driving the profitable primary customer acquisition and share of wallet growth strategies for priority customer segments through the development and implementation of segment-driven strategies. The Manager, Customer Segment Strategy supports the profitable acquisition and growth of priority customer segments through the development and execution of segment-driven integrated product, cross-channel, sales, marketing and pricing strategies. Working closely with partners, this role contributes to the development of Customer Experience Blueprints for priority customer segments, customer value propositions and helps identify value-creation opportunities (e.g., new tools or services). The Manager supports the end-to-end development of integrated short and long-term strategies required to acquire and grow share of wallet for target customer segments. These strategies are both short-term tactical changes as well as longer-term transformational changes. The Manager helps execute on these strategies which includes co-ordinating several significant streams of work with multiple partners (e.g., Product, Marketing, Sales, Leads Management, Pricing, Risk, Technology & Operations) to ensure the customer experience is delivered in a seamless manner to our customers. The Manager, Customer Segment Strategy supports the sustained growth of Key Performance Indicators (including new customer acquisition targets, share of wallet growth, revenue and earnings and segment engagement (Net Promoter Score) targets to achieve our $190MM customer acquisition revenue target and our $430MM customer growth revenue target.

Source: http://jcnlx.com/47be44861e7741ccb57f3454561fa6fd105

• Location: Toronto

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