Manager – Balance Growth & Special Initiatives

BMO; Toronto; On-site; CAD 70,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO is seeking a Customer Solutions Manager to lead balance growth strategies within the Canadian retail and small business credit card portfolios and to steward special initiatives. You will collaborate with cross-functional partners to optimize performance and pricing plans that enhance risk-adjusted returns.

This role emphasizes customer experience, change management, and program optimization as you drive growth and profitability for the bank's card products.

Qualifications

• Bachelor degree or equivalent experience (6-8 years)
• 2-3 years of business experience required
• CPA or CFA designation an asset
• Strong analytical experience in management consulting, risk management, marketing analytics, or financial analysis
• Strong deck creation skills
• Verbal & written communication skills

Responsibilities

• Balance Growth governance and risk oversight of strategy and programs in the Canadian retail and small business credit card portfolio.
• Support TSYS/TRIAD functionality and long-term goals to reduce operational risk and drive customer growth and retention.
• Oversee ongoing reporting and P&L management of balance growth campaigns and projects.

Skills

Analytical

Communication

Collaboration

Influence

Data-driven decision making

Problem solving

Education

Bachelor degree or equivalent experience

CPA or CFA designation an asset

Job description

Application Deadline: 11/08/2026

Address: 33 Dundas Street West

Job Family Group: Customer Solutions Manager - Balance Growth & Special Initiatives is accountable for the implementing new balance growth strategies and continuously optimizing existing strategies for balance growth and profitability in BMO's Canadian Retail and Small Business credit card portfolios. Accountabilities would also include managing of special initiatives.

Key Areas of Accountability

• A. Balance Growth Governance & Risk Oversight of overall strategy and implementation of programs related to Balance Growth (e.g., Acquisition balance transfer for retail / small business and existing customer small business balance transfer programs) within the BMO Canadian retail and small business credit card portfolio. Implement new tests, procedural improvements, digital enhancements, and automation within the pre-delinquency program to optimize risk-adjusted returns, losses, and ROE. This role is a key liaison with various partners, including finance, credit risk, collections, analytics, operations, marketing and the customer contact center. Development and maintenance of policies and procedures related to balance growth programs, including staff training, updates to disclosures and marketing materials. Strong focus on customer experience, change management and program optimization. Supports the drafting of strategic pricing plans to improve existing product offerings. Manages escalations and assists our customer facing staff in resolving concerns of customers as well as enhancing processes.
• B. Infrastructure This role is a key subject matter expert on TSYS/TRIAD functionality and will support long term goals to reduce operational risk, maximize flexibility and build new functionalities designed to drive customer behavior, retention, or growth of balance and revenue amongst credit card customers.
• C. Financial Management The Manager is responsible for the ongoing reporting and P&L management of existing and future Balance Growth campaigns, programs, and projects.

Cross-Functional Relationships

• NARP Product and Loyalty Team
• NARP Acquisition Team
• Virtual Connect Client Loyalty and Salesforce Effectiveness
• Compliance and Legal
• Marketing
• Credit Risk
• Collections
• Lending Credit Strategy
• Analytics
• Payment Card Services
• Technology and Operations
• P&C Finance

Qualifications

• Qualifications: Bachelor degree or equivalent experience (6-8 years), and or an Accounting or Finance (i.e. CPA or CFA designation an asset).
• 2 - 3 years of business experience - required.
• Strong analytical experience in management consulting, risk management, marketing analytics, or financial analysis - preferred.
• Strong experience creating detailed business cases - required.
• Strong deck creation skills - required.
• 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.

Salary: $70,000.00 - $150,000.00

Pay Type: Salaried

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.

Who We Are

We're proud to be fueling growth and expanding possibilities for individuals, families and businesses. More than 12 million customers count on us for personal and commercial banking, wealth management and investment services. As the 8th largest bank in North America by assets, we provide personal and commercial banking, wealth management and investment services to more than 12 million customers. In Canada, the United States and across the globe, we'll continue to build, invest and transform to drive performance that serves the good that grows.