09/05/2024

Address:

VIRTUAL59 - HomeRes - ON - BMO

Customer Shared Services

Late Stage Collections is looking for a motivated and experienced People Manager, with Collections experience who enjoys leading and developing high performing teams.

Are you a natural leader with a passion for driving team success? We are looking for a dynamic and experienced people manager to join our organization. If you are a proactive and motivated individual with a proven track record of guiding and motivating teams to achieve their goals, we want to hear from you.

Working with the team to ensure their goals and expectations are clear.

Providing guidance, support, and mentorship to team members.

Monitoring progress and performance, providing feedback, and addressing any issues promptly.

Leading team meetings and facilitating open communication among team members.

Collaborating with managers to ensure alignment and effective teamwork.

Motivating and empowering team members to reach their full potential.

Handling escalated issues and making difficult decisions when necessary.

Fostering a positive and inclusive team culture.

Leading by example and embodying the organization's values and principles.

Be a change management champion for future initiative within Canada collections.

• Probes to understand agents needs and provides advice related to achieving their roles metrics and quality standards.
• Executes established payment solutions processes/procedures for the resolution of non-performing and collections accounts.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Acts as a key support contact/resource/coach with proficiency and tools to assist their team and the line of business in achieving goals.
• Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations.
• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
• Addresses the most complex escalated customer requests and transactions.
• Escalates complex or unresolved customer situations to managers as required.
• Leads/participates in the design, implementation, and management of core business/group processes.
• Supports the development and promotes business/group initiatives.
• Identifies business needs, designs/develops tools and training programs; may include delivery of training to audiences.
• Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established solutions for the successful resolution of non-performing and collections accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and loans in collections to offer default / foreclosure alternatives and minimize losses.
• Guides and coaches the team to follows documented policies and procedures to execute transactions, activities, and processes.
• Maintains current knowledge of collections strategies, practices, and trends to share with their teams to ensure their success.
• Maintains the confidentiality of customer and Bank information.
• Supports continuous improvement initiatives by identifying and implementing changes to make processes more effective and efficient.
• Develops and maintains awareness of industry trends and best practices and the regulatory environment as it relates to collections products and services.
• Focus may be on a business/group.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically, between 3 - 5 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• 2 years minimum people management experience
• Knowledge of federal, state/provincial, and local laws pertaining to Consumer Collections and functional area - Good.
• Knowledge in coaching and leadership skills – Good
• Knowledge of BMO products and services - Good.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.

$54,500.00 - $101,500.00

Salaried

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

We’re here to help

At 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 world.

As 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 skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO 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.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.