Director NA Channels Integration

Application Deadline:

06/06/2026

Address:

VIRTUAL(R)13 - HomeRes -

IL Job Family Group:

Data Analytics & Reporting The Director NA Channels Integration will succeed by leading and developing a high performing team of analytical experts, acts as the translation layer between the business needs of the US Virtual Connect (call centre) team & US BDB Platform team and the Analytics Centre of Excellence. The role will drive analytical insights, reporting and process improvements that result in revenue generation, great customer & employee experiences and operational efficiency. In addition, the role will be the key senior data & analytics integrator on the multi-year Virtual Connect Modernization project. The role requires in-depth data & analytical understanding, coupled with an understanding of the business context of the channel, and proven people management, change and strong leadership. The role covers 3 key analytical areas:

• US Contact Centre Analytics Reporting & Insights (including sales, servicing and operational analytics as well as call transcript analysis through AI & modelling tools
• Key stakeholder in US Smart Channel Engagement Initiatives, including Channel Optimization (interplay between US Digital, Virtual connect and Branches)
• Data & Analytics lead for Virtual Connect Modernization The role will interface directly with Virtual Connect (call center) senior leadership, including SVP/Head US Virtual connect & their direct reports, product leaders, as well as other analytics leads across the analytics centre of excellence, to ensure that product and service opportunities are analyzed, prioritized and measured within the channel.

A strategic understanding of both the virtual connect eco-system and digital platforms as both a lever for customer purchasing and engagement is critical for this role. In addition, as our customers traverse channels from digital to virtual connect to branch and back again, the incumbent will have a deep understanding and contribute to the multi-channel customer journey opportunities, as well as the inter-channel capacity, revenue, and customer experience opportunities. Technology & data understanding will be critical to the success of the role. Acquiring, integrating, leveraging and democratizing new/existing sources of data that underpin our customers, employees and channel effectiveness will allow the role to contribute significantly to the strategic evolution of the channel. Previous hands-on experience in data acquisition, transformation, aggregation via tools such as SQL, SAS, SPSS, Python, R, etc. will enable the leader to be successful coaching and developing analytical talent. Deep understanding of BMO's data, systems and technology partners, as well as leading edge contact centre data and systems vendors is also a key asset. The role will partner with advance analytics, and a high-level understanding of AI/ML, and NLP would be hugely valuable. Putting data, analytics and insights into the hands of business leaders so that insights & decisions can be made through self-serve visual analytics reports & tools will be a key focus, while at the same time providing analytics consulting and expertise to help the business uncover and act on insights will help advance our collective analytical capabilities. Extensive experience in self-serve BI tools like PowerBI, Tableau, Spotfire, SSRS, and others is a key asset as a result. Understanding the external call center and digital environment, including industry best practices, trends and benchmarking within Financial services, as well as more broadly across similar industries will allow the role to assist in bridging internal and external performance perspectives. This could include benchmark participation, industry research, panel participation, among others. Planning & organization will be a key success factor for this role. Long term planning for data acquisition, analytics & reporting, team talent and performance management, fostering strong team culture and engagement as well as cross-team partnership are required to drive success. The role will have a deep understanding of managing through risk and change, including internal and external/regulatory changes, operational and process risks, including fraud. The role requires a senior leader with extensive people manager experience, someone who has led large teams and who can drive a performance management culture of learning and continuous improvement, who is able to communicate in all directions, and not shy away from difficult conversations. Finally, the role will foster a culture aligned to BMO's purpose, values and strategy, including promoting integrity, empathy, diversity and responsibility.

Salary :

$123,300.00 - $214,200.00

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 http://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 BMOCareers.

Support@bmo.com and let us know the nature of your request and your contact information. Note to

Recruiters:

BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.