Manager, Journey Enablement, Assisted Onboarding in Toronto

We are seeking a manager to join the Assisted Onboarding Journey Enablement team within Business Banking. This role will be responsible for leading and delivering initiatives that enhance the assisted onboarding experience by streamlining origination, decisioning, and fulfillment across the Business Banking product suite.

The successful candidate will identify and execute opportunities to enhance the end-to-end client journey, leading strategic initiatives from opportunity identification through implementation, adoption, and benefits of realization. They will leverage journey performance insights to uncover growth opportunities, improve client and employee experiences, and deliver process and digital enhancements in close partnership with Technology and Digital teams.

In addition, they will identify opportunities to leverage AI to enhance and reimagine the client experience, automate processes, and strengthen risk and fraud outcomes. This is a business-led transformation and project delivery role, focused on designing and implementing business processes, operating models and service improvements in partnership with Technology.

The successful candidate will:

• Own specific Assisted Onboarding outcomes and performance measures, ensuring initiatives deliver measurable improvements for clients, employees and the business.
• Develop business cases, recommendations, process designs and implementation plans to support journey priorities and strategic objectives.
• Support the development of dashboards and reports to track journey outcomes such as sales units sold through assisted channels, completion rates, savings from digitization, AI enablement and usage, cost to serve, reduction in platform usage across CBB, process optimization, % of fully digitized forms, service volumes, and cycle times.
• 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.
• Assist in the development of strategic plans.
• Design and produce regular and ad-hoc reports, and dashboards.
• Build change management plans of varying scope and type; lead or participate in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Lead or participate in defining the change/communication plan designed to positively influence or change behaviour; develop tailored messaging; and identify appropriate distribution channels.
• Develop and document processes, procedures, etc. and/or end-user materials.
• Assist with the documentation of end user materials.
• Assist with training and transition of processes and tools/templates to appropriate process owners.
• Design processes based on business requirements and best practices. Ensure the processes adhere to applicable risk, regulatory and compliance requirements.
• Streamline, simplify and continuously improve existing processes.
• Document processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.
• Ensure all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.
• Look for opportunities to eliminate, simplify and automate processes. Recommend approaches or changes to streamline and integrate processes to improve overall efficiency.
• Maintain current process documentation to ensure available for stakeholders as required.
• Support management of processes using established methodologies and tools/system/technology.
• Integrate information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Participate in the integration of Core Process transformation across business/groups to deliver process improvements for productivity savings and enhanced customer/employee experience.
• Develop an understanding of organizational interactions and complexity to engage with the appropriate stakeholders.
• Stay abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Resolve issues regarding processes that are raised from all sources/stakeholders.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provide specialized consulting, analytical and technical support.
• Exercise judgment to identify, diagnose, and solve problems within given rules.
• Work independently and regularly handle non-routine situations.
• 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.

What We're Looking For:

• Hybrid role - able to come to BMO Place office at least 3 days a week (subject to change in line with organizational policy).
• Experience leading process improvement, business transformation, operational excellence or change initiatives within a large, complex organization.
• Demonstrated ability to independently lead multiple projects or workstreams simultaneously, managing scope, priorities, stakeholders, dependencies, risks and delivery timelines.
• Strong process design experience, including current-state assessment, future-state design, root-cause analysis, requirements development, implementation planning and benefits realization.
• Experience working across business, operations, product, technology and governance teams to drive change and deliver outcomes.
• Proven ability to identify opportunities, develop recommendations, influence decisions and execute improvements with limited direction.
• Strong analytical and problem-solving capabilities, with the ability to translate data, frontline feedback and operational insights into actionable improvements.
• Excellent communication and stakeholder management skills, including facilitating working sessions, building alignment and presenting recommendations to senior leaders.
• Experience in onboarding, lending, account opening, fulfillment, servicing, operations or other client-facing business processes is considered an asset.
• 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.
• Possesses a deep understanding of and problem solving ability for issues within the business/group.
• Knowledge of business analysis, project delivery practices and standards across the project lifecycle - In-depth.
• Knowledge of business/group processes, procedures and controls - In-depth.
• Understanding of risk, regulatory and compliance requirements - In-depth.
• Deep knowledge and technical proficiency gained through extensive 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.

Salary: $70,000.00 - $150,000.00

Pay Type: Salaried

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.

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.