Overview

Join to apply for the Managing Director, Head U.S. Lending Operations role at BMO U.S.

Provides leadership, direction and ongoing management for U.S. P&BB Lending Operations, delivering back-office processing and after-sales support and service to retail and business banking customers for lending products in the U.S. The unit is accountable to provide the highest level of customer service in an efficient manner while maintaining adherence to risk and control frameworks. Manages a wide and diverse team across multiple locations. Continuously seeks opportunities to improve efficiency and overall productivity (technology, people and process) to create sales capacity in our customer facing channels.

Dually reports to the Head, NA P&BB and Wealth Management Operations and U.S. Chief T&O Officer and is accountable to execute decision rights for key governance decisions as set out in the U.S. T&O Decision Rights Matrix, such as making recommendations, providing input, and making decisions, within the context of the Enterprise Operations strategy, aligned with the Bank’s U.S. operating principles and applying a U.S. regulatory and market lens.

This role is responsible for providing leadership, direction and ongoing management for US Retail Lending, Business Lending and Business Process Outsourcing (BPO) Operations. This group provides back-office processing and after-sales support and service to BMO Financial Group’s retail and small business lending operations in the United States, and is accountable for operational and call center support for loans and deposits to external clients of US P&BB.

Within the mandate of this role and BMO’s three lines of defense model, the incumbent ensures business decisions and activities fall within the risk appetite of the Bank, and that internal controls are in place and functioning effectively to support management decision-making that protects assets and adheres to applicable corporate policies, operating directives, laws and regulations (including risk, compliance and AML).

Supports the U.S. Management Committee Member for Technology & Operations in the execution of decision rights identified on the U.S. Technology & Operations Decision Rights Matrix to ensure effective management of the U.S. in alignment with the U.S. Governance Model.

Accountabilities

• Develops and oversees the implementation of the business strategy for U.S. Personal and Business Banking Lending Operations and contributes to the broader NA P&BB and Wealth Management Operations strategy, ensuring execution delivers on commitments and objectives pertaining to operational excellence, service consistency, innovation / continuous improvement, and cost containment. Ensures the services delivered meet the operational, financial and customer service needs of Retail and Business Banking in the U.S.
• Provides day-to-day management of service delivery, including the management of financial controls.
• Serves as a key member of the NA P&BB and Wealth Management Operations senior leadership team contributing to the strategic direction and determining the processing, operational, organizational, human resources, and funding implications for U.S. P&BB Lending Operations.
• Participates in multiple initiatives, supporting due diligence activities, mitigating risk, addressing obstacles, achieving milestones and targets, and ensuring legal and regulatory considerations are addressed.
• Recommends organizational structure, operations principles, and locations to achieve efficient operations and define the optimal end-state operating model.
• Partners with the technology team to oversee implementation of technology changes and upgrades in U.S. P&BB Lending Operations.
• Identifies opportunities to enhance the performance and productivity of the service organization, identifying best practices and determining their applicability to U.S. P&BB Lending Operations.
• Serves as change leader and oversees the implementation of technological, procedural, and organizational change to enhance service delivery and support the achievement of business objectives.
• Ensures the service delivery of U.S. P&BB Lending Operations adheres to service level agreements established with business partners.
• Serves as a key point of contact for business partners to facilitate early detection of operational issues to help mitigate financial or customer service issues, emphasizing the development of initiatives to prevent reoccurrence.
• Manages the escalation of critical processing problems to business partners and supports the development of solutions.
• Ensures the effective safeguarding of Bank and customer assets handled by U.S. P&BB Lending Operations by implementing and adhering to controls.
• Defines how work is to be undertaken within U.S. P&BB Lending Operations to optimize efficiency, cost savings and the secure handling of customer data, including how best to standardize and optimize work processes, with consideration to established practices in North America and to identify and exercise opportunities for automation and outsourcing.
• Develops and implements effective escalation and recovery processes to facilitate responses to unplanned service disruptions, ensuring appropriate risk management strategies and processes are in place to ensure customer transactions are managed in an accurate and timely manner and that privacy and information security risks are effectively managed.
• Fosters and maintains relationships with key stakeholders within the Bank that interact with Personal and Business Banking Lending Operations in the U.S., as well as with third parties that partner with and/or deliver related services to the Bank.
• Fosters and maintains relationships with various lines of business to identify business needs and opportunities for process improvements.
• Fosters and maintains relationships with key stakeholders in other areas within the Bank, including Corporate Compliance, Legal, and Lending senior leaders to ensure Bank meets U.S. federal and local regulatory requirements.
• Maintains external networks with competitors, strategic vendors, and consulting firms to monitor market developments and best practices.
• Maintains relationships with U.S. regulators to ensure ongoing regulatory compliance (e.g., Federal Reserve Bank, OCC, CFPB, FDIC, state regulators, lending regulatory boards and government agencies).
• Promotes and supports the Bank’s risk culture including ensuring employees understand their accountabilities for risk-taking activities, promoting an environment of open communication and effective challenge, and leads by example.
• Complies with the Bank’s Risk Appetite framework and ensures risk-taking activities stay within agreed limits and regulatory requirements.
• Models driving simplicity and productivity enhancements for optimization across groups, driving continuous improvement on key measures.
• Supports a winning culture aligned with Purpose and drives engagement by aligning culture to strategy and execution.
• Fosters diversity, equity and inclusion and creates an inclusive environment for all employees by eliminating barriers to inclusion.
• Develops leaders, plans for succession, and fosters a high-performance culture; drives top talent acquisition and retention; develops organizational capabilities to drive competitive advantage.
• Leads and mentors a team with diverse risk and business experience, skills, and orientation; adheres to One Bank leadership and enterprise customer experience standards.

Note: U.S. Governance details and related materials are included in the responsibilities; this section has been reformatted for clarity.

Qualifications

• MBA or comparable business experience
• 15-20 years of retail / business loan servicing experience
• Strong career path spanning multiple functions and banking businesses including line and operations experience with a minimum of 5 years senior leader experience
• Deep market and industry knowledge of retail and business lending and deposit products and services
• Strong risk management orientation to develop and support organizational policies, procedures and objectives
• Strong knowledge and experience in business management methods, practices, and techniques, including people and change management
• Strong working knowledge of application processing, underwriting, loan closing and portfolio management activities, policies, procedures and applicable state and federal regulations
• Expert technical knowledge in process analysis and design methodologies
• Project Management / Large-scale initiative expertise
• Solid knowledge of regulatory agency requirements
• Experience in creating, leading and supporting organizational change
• Ability to consider the broader organizational context with regard to business and process changes
• In-depth analytical skills and the ability to understand details while operating at a macro level
• Strong strategic vision and planning skills
• Strong decision-making and problem-solving skills
• Ability to drive business results
• Ability to lead by influence
• Excellent oral and written communications and presentation skills

Salary note: The base salary range is USD 240,000.00 to USD 270,000.00; other compensation may apply as described in the total rewards.

The above represents BMO Financial Group’s pay range and type. Salaries vary based on location, skills, experience, education, and qualifications. BMO also offers health insurance, tuition reimbursement, and other benefits. 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. We strive to help you make an impact from day one and provide resources to grow and develop.

BMO is an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability status, or any other protected characteristic. We also consider applicants with criminal histories, consistent with applicable laws. Reasonable accommodations are available upon request.

Note to Recruiters: BMO does not accept unsolicited resumes from agencies. A valid agency agreement contract is required for submission.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Finance and Sales
• Industries: Banking