Manager, Salesforce Innovation & Enablement in Toronto

The Manager, Salesforce Innovation & Enablement is required to maintain and manage core responsibilities related to all Salesforce innovations to support business growth including marketing and social media activities. The role provides efficient and accurate handling of requests and transactions in a professional and timely manner. Ensures all required policies, guidelines and standards are met as they provide service to BMO customers. Includes a mix of customer service and customer fulfillment activities.

Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs. Provides advice and guidance to assigned business/group on implementation of solutions. Helps determine business priorities and best sequence for execution of business/group strategy. Conducts independent analysis and assessment to resolve strategic issues. Builds effective relationships with internal/external stakeholders. Ensures alignment between stakeholders. Breaks down strategic problems, and analyses data and information to provide insights and recommendations.

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 communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. Resolves problems as required to support effective business operations. Leads/participates in the design, implementation and management of core business/group processes.

Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences. Acts as the day-to-day contact for vendors; supports the implementation, maintenance, and sustainment of vendor solutions. Supports the development of tools and delivery of training focused on delivering business results, with a primary focus in marketing and social media. Integrates information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.

Provides customer service by responding to general questions via phone, mail or fax in a timely and professional manner; includes acting as a main point of contact for certain customer requests. Refers more complex and specific requests, questions or issues as required. Gathers additional documentation from the customer and/or internal/external stakeholders to ensure all required information is available to fulfill client requests. Recommends workflow improvements to deliver a more efficient operation. Manages all approvals and documentation to ensure that records are maintained in a proper manner.

Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus. Exercises judgment to identify, diagnose, and solve problems within given rules. Works independently on a range of complex tasks, which may include unique situations. Broader work or accountabilities may be assigned as needed. Takes 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:

• Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Marketing and social media experience preferred.
• Technical proficiency gained through education and/or 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.