Senior Manager Service Desk (Corporate & Commercial Banking and Credit Risk

Address:

Prioritizes and supports the work of customer-facing and/or internal platforms. Tracks and maintains platform health scores as well as adoption rate. Manages the stability, accessibility, scalability, security and support innovation of the platform. Coordinates the activities of technology, design, security and marketing, to develop platform strategies, roadmaps, and execution. Manages the relationship with vendors for support, compliance, license tracking and any other needs.

• Builds relationships with and works with stakeholders to understand the platform vision, align and deliver on the roadmap.
• Documents business rules, functional/technical specifications, and process interpretations for assigned applications, process flows, systems, and business solutions​.
• Analyzes platform data to drive and implement optimizations​.
• Undertakes prioritization of work of a component or group of components that are used by customers/end users​.
• Understands the competitive and strategic position of the organization, in order to deliver best-in-industry products​.
• Ensures compliance with service and support agreements​ and standards.
• Manages technical requirements e.g. APIs and other platform components with a focus on security and resilience to protect end-users.
• 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.
• Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.
• Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.
• Implements changes in response to shifting trends.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Test driven development.
• Devops.
• Data collection and analysis.
• Cloud computing.
• Building and managing relationships.
• Product management.
• Value propositions.
• Continuous improvement management.
• Verbal & written communication skills.
• Analytical and problem solving skills.
• Collaboration & team skills; with a focus on cross-group collaboration.
• Able to manage ambiguity.
• Data driven decision making.
• Learning Agility.
• Creative thinking.
• Typically 15+ years of relevant experience with 5 years of managing a support team.
• Overseeing an on shore and offshore team.
• Support of application and user provisioning access to applications.
• Ensuring teams are trained in the applications being supported.
• Interacting with lines of business and senior managers based on issues and concerns raised. Streamline, and improve the capabilities of the work they do.
• Must have experience in Service Now, IVR, Power BI,
• Fast learning ability to manage in house tools, MS office and components and Inhouse application.

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.