Manager, Journey Enablement, Acquire and One Client

BMO; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

BMO in Toronto seeks a Strategy & Change professional to own acquisition outcomes and performance measures, driving improvements for clients, employees and the business. You will collaborate across functions to design and deliver change initiatives that impact journey efficiency and effectiveness.

You will also develop dashboards and reports to monitor journey metrics, build business cases, design processes and implementation plans, and coordinate with Product, Operations, Digital, Technology

Job description

Application Deadline:

11/06/2026

Address:

33 Dundas Street West

Job Family Group:

Strategy & Change

The successful candidate will:

• Own specific Acquire and One Client outcomes and performance measures, ensuring initiatives deliver measurable improvements for clients, employees and the business.
• Support the development of dashboards and reports to track journey outcomes such as new client growth across channels, acquisition costs by channel, completion and abandon rates, conversion rate, attrition, funnel health, PPC, and cross-bank penetration (e.g. personal and wealth segments).
• Develop business cases, recommendations, process designs and implementation plans to support journey priorities and strategic objectives.
• Independently manage multiple concurrent projects and workstreams, balancing competing priorities while maintaining delivery quality and stakeholder alignment.
• Identify, assess and prioritize onboarding pain points, operational inefficiencies and client experience challenges, developing practical solutions that improve performance and simplify processes.
• Partner with Product, Operations, Digital, Technology, Frontline teams and Business Governance partners to define requirements, resolve issues and execute changes.
• Drive accountability for delivery by coordinating stakeholders, resolving obstacles and ensuring agreed actions are completed.
• Assists in the development of strategic plans.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads or participates in defining the change/communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Develops and documents processes, procedures, etc. and/ or end-user materials.
• Assists with the documentation of end user materials.
• Assists with training and transition of processes and tools/templates to appropriate process owners.
• Designs processes based on business requirements and best practices. Ensures the processes adhere to applicable risk, regulatory and compliance requirements.
• Streamlines, simplifies and continuously improves existing processes.
• Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
• Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintains current process documentation to ensure available for stakeholders as required.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Resolves issues regarding processes that are raised from all sources/stakeholders.
• 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, makin