Client Delivery Team Manager

BMO U.S.; San Diego (CA); On-site; USD 89,000 - 166,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group in the United States seeks an experienced client services professional to support daily operations and deliver exceptional client experiences. You will lead development plans, engage with clients, resolve issues, and drive process improvements across the Commercial Bank segments.

The role emphasizes stakeholder management, data analysis, and rigorous adherence to policy and risk controls, with a focus on coaching and team development.

Qualifications

• 5–7 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
• Bachelor’s degree preferred in Business Administration, Finance or Marketing; other disciplines or commensurate experience may be considered.
• Deep knowledge and technical proficiency gained through extensive education and business experience.

Responsibilities

• Provides daily operational service support and ensures delivery of exceptional client experiences.
• Leads and executes business development plans to meet or exceed goals.
• Participates on client calls and addresses service issues per guidelines.
• Develops solutions for customer issues engaging multiple stakeholders as required.
• Identifies process improvements to enhance efficiency for key clients.
• Creates policies and procedures to ensure quality service and risk management.
• Manages databases and supports analysis, forecasting and data visualization.
• Collaborates to implement processes across Commercial Bank segments.
• Participates in audit and client issue resolution with corrective actions.
• Designs training programs to enhance team capabilities and align with objectives.
• Engages with clients to diagnose service needs and ensure prompt resolution.
• Responds to and facilitates resolution of service requests.
• Collects and analyzes client feedback to improve performance and satisfaction.
• Ensures interactions, documentation and resolutions comply with policies and controls.
• Fosters a culture aligned to BMO purpose and values; promotes diversity and inclusion.
• Ensures accountability and clear outcomes; builds interdependent teams for high value.
• Attracts, retains and enables career development of top talent; improves team performance.

Skills

Client Relationship

Service Excellence

Stakeholder Management

Problem-Solving

Strategic Thinking

People Management

Detail-Oriented

Education

Bachelor’s degree preferred (Business Administration, Finance or Marketing)

Related discipline or commensurate work experience considered

Tools

Microsoft Office

Data Analysis / Reporting

Job description

Provides daily operational service support and ensures the delivery of exceptional client experiences. Resolves client problems in a prompt and effective manner, while ensuring that enhancement opportunities are identified and addressed or referred during client service interactions.

• Leads and executes business development plans so that business goals are achieved or exceeded.
• Participates on client calls as required.
• Addresses customer services issues according to established guidelines, escalating as required.
• Develops solutions for customer issues, engaging multiple stakeholders as required.
• Identifies process improvements to enhance efficiency and better meet the evolving needs of key clients.
• Creates policies and procedures for to ensure quality client service and product delivery while protecting the Banks’ interests and managing risk.
• Manages databases and provides support for analysis, forecasting and/or data visualization, ensuring adherence with data governance standards.
• Collaborates with others to develop and implement processes to meet client expectations and ensure consistency across the Commercial Bank segments.
• Participates in audit and client issue resolution, addressing irregularities and driving corrective actions ensuring proper escalation per established procedures.
• Designs comprehensive training programs to enhance team capabilities and align with strategic objectives.
• Collaborates with managers to develop and implement processes and procedures to meet client expectations and ensure consistency across the Commercial Bank segments.
• Engages with clients to understand and diagnose service needs, ensuring concerns are addressed promptly and effectively.
• Responds to and facilitates the resolution of client service requests.
• Collects and analyzes client feedback to identify service gaps, enhance operational performance, and optimize client satisfaction.
• Ensures all client interactions, documentation, and issue resolutions comply with bank policies, regulatory requirements, and internal controls.
• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• 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

• 5 – 7 years of relevant experience in Client Relationship, Financial Services or Service Excellence in a corporate or banking environment is preferred.
• Bachelor’s degree preferred; Business Administration, Finance or Marketing preferred. Any other related discipline or commensurate work experience considered.
• Deep knowledge and technical proficiency gained through extensive education and business experience.

Advanced level of proficiency

• Product Knowledge
• Regulatory Compliance
• Data Analysis Reporting
• Document Management
• Microsoft Office
• Project Management
• Problem-Solving
• Detail-Oriented
• People Management
• Stakeholder Management
• Strategic Thinking

Salary

$88,800.00 - $165,600.00

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/us/en

BMO is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.

BMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] and let us know the nature of your request and your contact information.