Manager - AI Operations (Remote)

BMO; Newfoundland and Labrador; Presencial; CAD 70.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Descripción de la vacante

BMO Financial Group seeks a Manager - AI Operations to lead monitoring, optimization and governance of AI capabilities within the Virtual Connect contact centre, including Amazon Connect analytics and IVR tooling. You will collaborate with product, technology, analytics and risk to ensure AI solutions deliver measurable business value while meeting enterprise standards.

Responsibilities include risk management, reporting, stakeholder communications and cross-functional planning to drive

Formación

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Deep knowledge and operational proficiency gained through education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Responsabilidades

• Lead monitoring, optimization and governance of AI-enabled capabilities in the Virtual Connect contact centre.
• Partner with product, technology, analytics and risk to ensure AI solutions meet enterprise standards.
• Design and produce regular and ad-hoc reports and dashboards.
• Advise on AI strategy and readiness for future growth.
• Identify priorities and plan AI operations initiatives with stakeholders.
• Manage risk and compliance attestation and reporting processes.
• Communicate effectively with leadership and stakeholders.
• Act as primary contact for service and customer escalations and ensure satisfaction.

Conocimientos

Verbal & Written Communication

Collaboration & Teamwork

Analytical & Problem Solving

Influence & Negotiation

Data-Driven Decision Making

Availability 9am–5pm EST

Educación

Post-secondary degree in related field

Descripción del empleo

We are seeking a Manager - AI Operations to lead the ongoing monitoring, optimization and operational governance of AI-enabled capabilities within BMO's Virtual Connect contact centre such as Amazon Connect conversational analytics and natural language IVR. This role partners closely with product, technology, analytics and risk to ensure AI solutions operate effectively, deliver measurable business value, and meet enterprise standards.

Supports Platform Product Owner in executing AI initiatives for BMO Virtual Connect. Works with stakeholders to interpret business results, understands the operating environment & emerging AI trends and provides planning, support and recommendations to improve operational effectiveness and tracks achievement of objectives. Supports the effective management of risk, including operational and compliance risk and management of the attestation/reporting process specific to the business. Supports the development of effective, consistent communications for the leadership team.

• Acts as a trusted advisor to assigned business/group and assists in the development of AI strategy and plans to ensure readiness to meet changing business needs & strategies to support future growth.
• Assists in the development of plans for AI Operations and strategic initiatives.
• Supports the determination of priorities, current initiatives and planned initiatives in partnership with the business/group and supports requirements related to strategic management for the business/group.
• Works with stakeholders to establish the key business initiatives/priorities to support the strategic direction.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Provides input into the planning & implementation of operational programs.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Breaks down strategic problems, and analyzes data and information to provide insights and recommendations.
• Conducts independent review, analysis, and resolution of strategic issues.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Acts as the primary point of contact for service / customer complaint escalations managing the process and communication and following up to ensure customer satisfaction and optimizing overall customer experience.
• Employs systems (e.g. customized exception reports, tracking reports etc.) to manage information.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Deep knowledge and operational proficiency gained through education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Availability Monday to Friday 9am to 5pm EST

Salary

$70,000.00 - $150,000.00

Pay Type

Salaried

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.