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Senior Manager Portfolio Client Services (4814441)

Banking, Mortgage, Investment

Branch Manager



London, Ontario, Canada


270 Dundas Street

Job Family Group:

Commercial Sales & Service

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex, and/or top tiered clients.

+ Manages people and leads a team capable of delivering the desired business results.

+ Provides overall leadership and strategic direction to team; sets context, direction, accountabilities, tasks, and assignments.

+ Actively listens to client concerns to diagnose client service needs.

+ Facilitates timely client problem-resolution, and engages cross-functional representatives or groups, as appropriate.

+ Responds to client concerns in a professional manner that conveys ownership, competence, respect, and the value of the client relationship and meets standards for appropriateness.

+ Accurately documents client requests using tracking systems.

+ Facilitates actions that close gaps between client expectations and experiences in the performance of the Bank and its products.

+ Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.

+ Demonstrates an in-depth understanding of product and service capabilities by providing needed information or directing clients to the appropriate source.

+ Serves as an advocate for individual clients and escalates service problems to facilitate timely resolution.

+ Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.

+ Explores and identifies enhancements and cross-sell opportunities to bring forward to appropriate lines of business.

+ Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

+ Supports the development of tailored messaging, which may include writing, editing and distributing communications.

+ Tracks the collection of client service fees.

+ Collaborates with internal and external stakeholders in order to deliver on business objectives.

+ Executes work to deliver timely, accurate, and efficient service.

+ Operates at a group/enterprise-wide level and serves as a specialist resource to senior leaders and stakeholders.

+ Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to problems that can be complex and non-routine.

+ Implements changes in response to shifting trends.

+ Broader work or accountabilities may be assigned as needed.


+ Typically 7+ years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

+ Seasoned professional with a combination of education, experience and industry knowledge.

+ Verbal & written communication skills - In-depth / Expert.

+ Analytical and problem solving skills - In-depth / Expert.

+ Influence skills - In-depth / Expert.

+ Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.

+ Able to manage ambiguity.

+ Data driven decision making - In-depth / Expert.

We’re here to helpAt 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 [Register to View] 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 [Register to View] find out more visit us at 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. To request accommodation, please contact your recruiter.

BMO Financial GroupServing customers for 200 years and counting, BMO is a highly diversified financial services provider – the 8th largest bank, by assets, in North America. With total assets of $728 billion as of October 31, 2018, and a team of diverse and highly engaged employees, BMO provides a broad range of personal and commercial banking, wealth management and investment banking products and services to more than 12 million customers and conducts business through three operating groups: Personal and Commercial Banking, BMO Wealth Management and BMO Capital Markets.We serve Canadian clients through BMO Bank of Montreal®, our personal and commercial banking business, BMO Nesbitt Burns®*, one of Canada's leading wealth management firms, and BMO Capital Markets™, our North American investment and corporate banking division.In the United States, clients are served through BMO Harris Bank, a major U.S. Midwest personal and commercial bank, and BMO Private Bank, with wealth management offices across the United States, as well as BMO Capital Markets™, our North American investment and corporate banking division.We help our customers make money make sense by delivering the broadest range of financial services through a single point of contact. Our financial service professionals provide access to any services our customers require across the entire enterprise.