Accountable to provide standardized, documented processes and process solutions for North American Collections & SBSA that are cost-effective and timely, and that comply with Bank policies and procedures (P&Ps) and regulatory requirements. Act as the key escalation point for new and/or revised processes, business issues, procedures, processes, and reports of a more complex nature, and apply in- depth process knowledge to ensure consistency and effectiveness of service and support and effective management of risk and controls.
Act as a key control over critical business activities related to the area of expertise, with a significant involvement in analyzing and advising on business implications of options, to facilitate an effective and comprehensive understanding of business decisions and sound risk management. This role meets operational objectives within a six- to twelve-month time horizon.
KEY AREAS OF ACCOUNTABILITY
Product & Process
Risk & Control
Business Performance Management
Product & Process
Conduct analysis of processes and process design, establish required internal controls, P&Ps, position processes for automation, and identify risk impacts for new processes and process workflows related to medium to high complexity initiatives.
Conduct analysis for complex change or business initiatives, using specialized process knowledge.
Participate in project meetings to interpret and advise on process implications of planned initiatives and to clarify process steps, as required, post-implementation.
Act as a subject matter expert (SME), advising to senior managers on the implications of proposed business decisions related to area(s) of expertise.
Lead activities for new work related to the assigned function.
Provide timely analysis of information and reports on assigned area(s) of expertise to ensure compliance with terms and conditions and ongoing maintenance of risk within acceptable levels.
Oversee and manage process issues and related action items for assigned projects and initiatives.
Document process requirements and/or provide input to conversion and implementation strategy plans from a process perspective.
Identify opportunities for process improvement and initiate changes.
Assess and improve process effectiveness of the portfolio continuously within prescribed limits.
Create and apply templates for gathering information on processes, ensuring understanding of risks and support for effective decision-making.
Research P&Ps to understand process impact and ensure compliance with applicable topic.
Design and create workflow documentation for new and/or revised processes; obtain required sign- offs.
Provide input and analysis into the continuous improvement of business processes and procedures, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.
Initiate, receive, assess and distribute feedback on new and revised topics/circulars, identifying impacted processes and revising, as appropriate.
Participate in User Acceptance Testing (UAT), identify potential processing gaps/ impacts and recommend alternative solutions.
Advise on training tools for assigned initiatives, ensuring compliance to process requirements.
Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.
Resolve process problems within area of expertise. Participate in the resolution of problems outside direct authority.
Consult with experts inside and/or outside the business unit regarding complex or unusual transactions and developments concerning area(s) of expertise.
Provide coaching to more junior staff and peers, as required.
Maintain relationships with industry contacts (internal and external), regulatory officials and external consultants for purposes of enhancing business effectiveness within the scope of accountability.
Risk & Control
Maintain key controls and review processes, where applicable, to ensure operating integrity and compliance with internal and external regulators, involving an understanding of regulatory and compliance requirements as prescribed for the business unit; provide recommendations and implement corrective actions to ensure adherence, as required.
Provide information for regulatory reporting and audit queries.
Identify potential risk situations within the scope of work (e.g., risk assessments), make recommendations and/or escalate to the manager, where appropriate, and ensure contingency plans exist.
Develop, document and maintain standards, processes and controls in area(s) of expertise in order to minimize loss/ risk, ensure all regulatory requirements are met, and safeguard the assets of the Bank.
Understand risks inherent in area(s) of expertise and take appropriate actions, including accuracy and safeguarding of all documentation and any other requirements to ensure operational integrity is maintained within the business.
Ensure adherence to all aspects of First Principles, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, 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.
Contribute to the management of risk and minimize losses through monitoring and controlling various reports and taking appropriate action, ensuring compliance requirements, audits and verifications are completed in accordance with Bank P&Ps.
Business Performance Management
Monitor and analyze opportunities for quality improvement; recommend solutions.
Monitor service delivery performance and production processes and quality, providing reports and recommendations to the manager for the purpose of optimizing operational effectiveness.
Provide coaching and training sessions to team members in area(s) of expertise, and provide feedback to the manager on gaps and opportunities.
Support the delivery of 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.
KNOWLEDGE AND SKILLS
University degree/college diploma or equivalent work experience
5 to 7 years of related experience
Solid knowledge of Lean process improvement methodology
Solid knowledge of process and/or project management
Solid 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
Solid understanding of the business unit's risk and regulatory requirements
Solid knowledge of departmental systems and applications
Solid understanding of internal business partner's business, services and organization
Strong analytical and problem-solving skills
Strong investigation skills
Good change leadership skills
Strong prioritization skills
Service and relationship management skills
Good coaching, mentoring and training skills
Strong conflict management/ resolution skills
Strong process-writing skills
Strong written and oral communication skills
Ability to multi-task in a fast-paced environment
We're here to help
At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do helping people is in our DNA. For 200 years we have thought about the futurethe future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.
As a member of the BMO Harris Bank 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://bmoharriscareers.com.
BMO Harris Bank 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. BMO Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.