Director, Journey Enablement, Assisted Servicing & Collections

Application Deadline:

11/06/2026

Address:

33 Dundas Street West

Job Family Group:

Strategy & Change

The successful candidate will:

We are seeking an experienced leader to drive the end-to-end assisted servicing & collections experience across products and channels, encompassing maintenance, renewals, amendments, portfolio servicing, routing, remediation, collections, delinquency, and exception management. This role will own the Business Banking Assisted Servicing and Collections Journey and will define and execute the vision of assisted servicing across channels from Branch, Relationship Managers to Virtual Connect. The successful candidate will identify and lead opportunities to optimize the client and employee experience, streamline operations, and deliver measurable business outcomes. They will also champion the use of AI and automation to reimagine service experiences, improve operational efficiency, and strengthen risk and fraud management capabilities. This role requires a strong focus on continuous improvement, along with the ability to assess, lead, and execute the change management needed to successfully deliver transformation. This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.

The successful candidate will:

Define the target-state assisted servicing and collections experience, including triggers, treatment paths, specialist handoffs, case-management requirements, employee tools, supporting processes and sustainable business-as-usual ownership.

Improve service effectiveness and reduce operational complexity by simplifying fragmented servicing processes, directing work to the appropriate channel or specialist team, and reducing unnecessary frontline and client effort.

Support the roadmap and strategy for AI enablement across Business Banking, focus on scaling cale AI-driven automation, insights, and decision support to improve account servicing and collections journeys.

Lead complex transformation initiatives that modernize servicing and collections capabilities, simplify operating models, improve employee experience, strengthen controls and enable more proactive portfolio management across Business Banking.

Lead the journey roadmap and prioritization of servicing, renewal, remediation and collections opportunities, balancing client financial health, portfolio performance, employee productivity, risk and control needs, dependencies, capacity and business value.

Preserve specialist focus and discipline for collections and remediation, ensuring that client-treatment expectations, regulatory obligations, controls, evidence, case management and auditability are incorporated into journey design and execution.

Align Product, Business Governance, Operations, Digital, Technology, Analytics, PMO and frontline partners around common outcomes, clear decision rights and coordinated implementation.

Track end-to-end journey KPIs to drive towards key outcomes aligned to our A30 Strategy. Laser focused on service effectiveness, first-contact resolution, case cycle time, treatment consistency, delinquency and collections results, operational fallout, exceptions, adoption, documentation currency and business-as-usual support effectiveness. Track KPIs such as AI enablement, reducing cost to serve, % of fully digitized forms, % in reduction of platforms used by CBB, service volumes, cycle times, fraud rates and intervention effectiveness.

Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.

Ensures alignment between values and behaviour that fosters diversity and inclusion.

Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.

Operate as a people manager and lead a journey team to plan and execute on the strategy.

Attracts, retains, and enables the career development of top talent.

Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.

Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.

Networks with industry contacts to gather competitive insights and best practices.

May consult to or serve on various committees and task forces.

Stays abreast of industry and business trends through benchmarking and/or participation in professional associations.

Assists in the development of strategic plans.

Develops the business case by identifying needs, analysing potential options and assessing expected return on investment in collaboration with product and finance teams .

Designs and produces regular and ad-hoc reports, and dashboards.

Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.

Leads the development of the communication strategy focusing on positively influencing or changing behaviour.

Ensures consistency of implementations and methodologies across businesses/groups.

Reviews proposed function/project team outputs for implications to workflow design.

Documents processes (including, but not limited to, process flows, playbooks, etc.) for vetting, communicating, and implementing processes with stakeholders.

Ensures all processes meet established standards, effectively utilize templates and tools to track compliance and operational effectiveness standards.

Looks for opportunities to eliminate, simplify and automate processes. Recommends approaches or changes to streamline and integrate processes to improve overall efficiency.

Maintains current process documentation to ensure available for stakeholders as required.

Develops an understanding of organizational interactions and complexity to engage with the appropriate stakeholders.

Resolves issues regarding processes that are raised from all sources/stakeholders.

Operates at a group/enterprise-wide level and serves as a leader across BMO.

Applies expertise and thinks creatively to address unique or ambiguous situations and to find solutions to multiple, interdependent, complex problems.

Communicates abstract concepts in simple terms.

Fosters strong internal and external networks and works with and across multiple teams to achieve business objectives.

Anticipates trends and responds by implementing appropriate changes.

Broader work or accountabilities may be assigned as needed.

Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

What We're Looking For:

Hybrid role - able to come to BMO Place office at least 3 days a week (subject to change in line with organizational policy).

Significant experience leading business transformation, process redesign, operational excellence or digital enablement initiatives within a large, complex organization.

Experience building and leading teams.

Experience in leveraging AI for process automation, optimization and decisioning.

Demonstrated ability to work in a highly collaborative business-product partnership model, co-creating vision, priorities and solutions with Digital and Technology leaders while maintaining accountability for business outcomes.

Proven ability to lead multiple complex initiatives simultaneously, balancing competing priorities, dependencies, stakeholder interests and deli