Director, Client Operations – Risk & Complexity Enablement
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Job Description
BMO Director leading remote InvestorLine operations, risk, resilience and complex client resolution. Driving service performance, modernization adoption, controls and workforce readiness across Canadian provinces.
Responsibilities:
- Lead the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness
- Drive continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement
- Lead business operations, risk, fraud, regulatory and complex client resolution capabilities
- Partner with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines
- Own service-engine performance and operating performance across assigned InvestorLine operations and specialized support capabilities
- Set expectations and operating rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance
- Monitor demand, capacity, service levels and emerging issues, leading interventions to stabilize performance and meet commitments
- Own operational readiness for launches, market events, volume surges and service disruptions, including contingency and recovery plans
- Govern and resolve escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions
- Establish decision rights, escalation paths, service standards, playbooks and specialist support for complex matters
- Embed risk and control requirements into workflows, technology changes, procedures, training and performance routines
- Translate modernization priorities into operational requirements, implementation plans and readiness milestones
- Own frontline readiness, capacity, procedures, training, coaching, controls and launch execution
- Lead operational planning, workforce forecasting, financial management, portfolio governance and performance reporting
- Integrate data sources to provide performance insights, scenarios and recommendations to senior leaders
- Establish dashboards and forums tracking commitments, operational benefits, risks, dependencies and decisions
- Set expectations and build an accountable, inclusive and high-performing culture
- Develop leadership capability and succession depth through coaching, feedback, development plans and talent management
- Apply the Risk Management Framework, operate within approved Risk Appetite, and adhere to applicable policies, standards, procedures, laws and regulations
Requirements:
- Typically 9+ years of relevant experience
- Post-secondary degree in a related field, or an equivalent combination of education and experience
- Extensive leadership experience in financial services operations, contact centre or virtual service delivery, business management, risk, regulatory programs or transformation
- Expert knowledge of operational performance, workforce planning, service resilience, process improvement, controls and complex issue resolution
- Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics
- Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery
- Strong people leadership, executive communication, influence, negotiation and relationship-management capability
- Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions
- Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment
- Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset
- Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success
Benefits:
- Performance-based incentives
- Discretionary bonuses
- Other perks and rewards
- Health insurance
- Tuition reimbursement
- Accident insurance
- Life insurance
- Retirement savings plans
- In-depth training and coaching
- Manager support
- Network-building opportunities
- Accommodations available on request during the selection process
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