Senior Director, Client Ops & Risk Enablement (Remote)

BMO; United States; Remote; USD 120,000 - 215,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Accident and life insurance

Retirement savings plans

Job summary

BMO Financial Group is seeking a Director of Client Operations, Risk & Complexity Enablement to lead InvestorLine operations, ensuring service excellence, resilience, risk management and effective execution across complex client outcomes.

You will drive continuous improvements through digital tools, analytics and cross-functional collaboration, partnering with risk, compliance and technology teams to embed priorities into frontline operations.

Qualifications

• Typically 9+ years of relevant experience and a post-secondary degree in a related field, or an equivalent combination of education and experience.
• Extensive leadership experience in financial services operations, contact centre or virtual service delivery, business management, risk, regulatory programs or transformation.
• Expert knowledge of operational performance, workforce planning, service resilience, process improvement, controls and complex issue resolution.
• Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics.
• Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery.
• Strong people leadership, executive communication, influence, negotiation and relationship-management capability.
• Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions.
• Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment.
• Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset.
• Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success.

Responsibilities

• Leads the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness.
• Drives continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement.
• Leads business operations, risk, fraud, regulatory and complex client resolution capabilities. Partners with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines.
• Translates approved modernization priorities into operational requirements, implementation plans and readiness milestones.
• Owns frontline readiness, capacity, procedures, training, coaching, controls and launch execution.
• Establishes adoption measures and adjusts workflows, capacity, training or controls when results are below expectations.

Skills

Leadership experience

Operational performance

Workforce planning

Risk and governance

Cross-functional leadership

Analytical skills

Forecasting

Change management

Agile / Lean / Six Sigma

Executive communication

Education

Post-secondary degree

Job description

BMO Financial Group is seeking a Director of Client Operations, Risk & Complexity Enablement to lead InvestorLine operations, ensuring service excellence, resilience, risk management and effective execution across complex client outcomes.

You will drive continuous improvements through digital tools, analytics and cross-functional collaboration, partnering with risk, compliance and technology teams to embed priorities into frontline operations.