Head, Canada Call Centre, Collections

BMO; Mississauga; On-site; CAD 100,000 - 150,000; Full time

Job summary

A leading company is seeking a Head for their Canada Call Centre in Collections. This role involves overseeing operations, ensuring compliance with regulations, and enhancing customer satisfaction. The ideal candidate will have extensive experience in collections, strong leadership skills, and a proven track record in managing teams effectively.

Qualifications

• Typically 9+ years of relevant experience.
• Expertise in consumer collections laws.
• Industry expertise and thought leadership in innovation.

Responsibilities

• Provides leadership and strategic oversight to the Canada Collections Call Centre.
• Manages teams, sets performance goals, and implements process improvement strategies.
• Acts as a trusted advisor to senior leaders.

Skills

Negotiation skills

Analytical skills

Problem-solving skills

Communication skills

Influence skills

Education

Post-secondary degree or equivalent

Job description

Join to apply for the Head, Canada Call Centre, Collections role at BMO

Provides leadership and strategic oversight to the Canada Collections Call Centre, overseeing all aspects of operations to ensure efficient customer service and satisfaction while aligning with business goals related to liquidation, cure rates, and hardship. As Director and Head of the Canada Call Centre, you are responsible for managing teams, setting performance goals, implementing process improvement strategies, and ensuring compliance with quality standards and regulations.

Business Operations

1. Collaborates in the efficient functioning of the collections lifecycle, including executing established loss mitigation solutions for resolving non-performing and high-risk accounts.
2. Keeps abreast of the needs of the Collections departments, identifying and referring issues to other business groups as needed.
3. Maintains current knowledge of collections strategies, practices, and trends, integrating this knowledge into customer interactions professionally.
4. Acts as the primary contact for internal/external stakeholder relationships, including regulators.
5. Serves as a trusted advisor to senior leaders for decision-making and strategic initiatives.
6. Identifies emerging issues and trends to inform decision-making.
7. Networks with industry contacts to gather insights on competitors and best practices.
8. Develops and maintains awareness of industry trends, best practices, and regulations related to collections products and services.
9. Operates at a group/enterprise-wide level, serving as a senior specialist resource across BMO.
10. Applies expertise creatively to address complex and ambiguous situations and solve interdependent problems.
11. Builds and maintains internal and external networks, collaborating across teams to achieve objectives.

Execution Excellence

• Builds rapport and credibility with clients, staff, and partners to foster trust.
• Addresses complex escalated customer requests with support from the Customer Care Team.
• Executes established loss mitigation processes for high-risk accounts.
• Develops action plans to protect the bank’s interests.
• Recommends business priorities, advises on resource needs, and develops strategic roadmaps.
• Breaks down strategic problems, analyzing data to provide insights and recommendations.
• Defines business requirements for analytics and reporting to inform decisions.
• Designs and manages operational programs, including frameworks, tools, and processes.
• Assesses and adapts existing programs, developing new capabilities as needed.
• Ensures programs are executed efficiently to meet business goals.
• Leads the design, implementation, and management of core processes.
• Reviews program effectiveness, considers industry trends, and recommends enhancements.

Leadership and People Management

• Monitors performance of accounts and client relationships.
• Supports senior managers in driving agent performance results.
• Develops strategies to build core competencies for effective collections calls.
• Manages resources and leads strategic initiatives to meet financial and business goals.
• Leads change management initiatives, including planning, stakeholder engagement, and evaluation.
• Develops tactics to influence team behaviors and results.
• Oversees development and implementation of tools and training to deliver results.
• Enables teams to provide exceptional customer service to build trust.
• Supports continuous improvement by implementing effective process changes.
• Influences team collaboration and work practices.
• Ensures compliance with policies and procedures.
• Communicates complex concepts clearly and simply.
• Develops and executes business plans and relationship strategies to meet retention targets.

Qualifications

• Typically 9+ years of relevant experience with a post-secondary degree or equivalent.
• Knowledge of credit qualifications and related skills.
• Expertise in federal, state/provincial, and local consumer collections laws.
• Understanding of marketplace trends and product offerings.
• Negotiation skills at an expert level.
• Industry expertise and thought leadership in innovation.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Influence skills at an expert level.