Director Assisted Servicing Transformation
BMO
Lead assisted servicing and collections transformation at BMO, using journey strategy, process redesign, and AI enablement. This hybrid role requires BMO Place attendance at least three days weekly.
As Director, Journey Enablement, you will own Business Banking’s Assisted Servicing and Collections Journey across channels. You will define target-state experiences, simplify operations, and deliver measurable business outcomes. The work spans servicing, renewals, remediation, collections, and exception management.
Key Responsibilities:
- Define target-state assisted servicing and collections experiences
- Lead transformation initiatives modernizing servicing capabilities
- Prioritize journey opportunities across competing business needs
- Scale AI-driven automation, insights, and decision support
- Track journey KPIs and business outcomes
Requirements:
- Significant business transformation or process redesign experience
- Experience leveraging AI for automation and decisioning
- Experience building and leading teams
- Typically nine-plus years of relevant experience
- Expert knowledge of risk, regulatory, and compliance requirements
Shape BMO Business Banking journeys through transformation leadership, process simplification, AI enablement, and measurable operational improvement.
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