[Remote] Contact Center Enablement Lead, BMO GAM

Note: The job is a remote job and is open to candidates in USA. BMO is a financial group committed to creating lasting, positive change for customers and communities. The Contact Centre Enablement Lead supports high-quality service delivery by coordinating product and service vision, operational needs, and team capability within the contact centre while supervising a small team focused on service application support and continuous improvement.


Responsibilities

  • Support the definition of the product and service vision, translating them into clear plans, milestones and , MVP (Minimum Viable Product)
  • Translate operational needs into clear requirements, defined workflows, and user stories
  • Own and prioritize product backlogs, ensuring alignment with operational needs, client and employee experience goals
  • Act as a bridge between stakeholders, service management, technical teams, vendors, compliance and risk, ensuring ongoing flow of communication
  • Lead and participate in UAT, pilots and phased rollouts
  • Lead, coach and develop a small team responsible for service application support, workforce planning, knowledge management and training
  • Oversee the establishment of and maintenance of a structured knowledge management framework as well as the development and delivery of service training
  • Work collaboratively with contact centre lead and other stakeholders to support adoption, reinforce best practices and address change impacts
  • Monitor, evaluate and recommend improvement to tools, processes, knowledge and team practices to strengthen operational effectiveness and service delivery
  • Foster a collaborative, client-focused, data driven team culture
  • Works independently on a range of complex tasks, which may include unique situations
  • Broader work or accountabilities may be assigned as needed

Skills

  • Post-secondary degree in Business or a related field of study
  • Experience supporting service delivery initiatives, system enhancements or operational improvements, preferably within a contact centre, service operations
  • Strong understanding of operational functions within the Wealth Management business
  • Experience with SaaS tools, including but not limited to Salesforce.com, and integration with other customer service operations management systems
  • Strong program management skills with exposure to agile delivery environments using Jira and Confluence tools
  • Proficient in Microsoft Office and comfortable leveraging technology to optimize processes
  • Comfort with ambiguity and ability to bring order, structure and clarity to evolving environments
  • Strong analytical and problem-solving capabilities, leveraging data to inform decisions and optimize outcomes
  • Creative thinker with the ability to translate operational challenges into effective service solutions
  • Proven ability to lead and influence cross-functional teams to deliver business objectives
  • Proven ability in team development and people management; skilled at motivating teams while maintaining a client-first, risk-aware culture
  • Outstanding verbal and written communication skills with a proven ability to build strong relationships across stakeholders
  • Strong prioritization, decision-making, and organizational skills

Benefits

  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans

Company Overview

  • We’re a bank, but there’s more to it than that. ​ When you join BMO, it opens a world of opportunities. It was founded in 1817, and is headquartered in Toronto, Ontario, CAN, with a workforce of 10001+ employees. Its website is http://www.bmo.com.

  • Company H1B Sponsorship

  • BMO has a track record of offering H1B sponsorships, with 7 in 2025, 2 in 2024, 6 in 2023, 4 in 2022, 2 in 2021, 2 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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