Managing Director, Wealth Customer Optimization

This role encompasses three teams that serve to drive increased revenue (both net new acquisitions and share of wallet) for Wealth Management lines of business using a data-driven approach: Leads and Campaigns; Client Journeys; and Digital Analytics.  With three teams under one leader, the leader is expected to foster a high-performance culture to drive a transformational agenda leveraging the synergies among the teams that will deliver future-ready, best in class solutions to optimize client contact strategy and execution for Private Wealth Canada, BMO Insurance, and BMO InvestorLine to drive engagement, deepen relationships, and improve financial outcomes for Wealth clients.  Defines the client contact and leads management optimization strategy to enhance the client contact experience driving business growth and building client loyalty.  Accountable for the optimization of automated and personalized email journeys across the Wealth Management ecosystem.  Leads the analysis of digital interactions, understanding the ways clients interact with mobile apps and websites, and performing analytics on client interactions, drop rates, etc.  Leads the strategic analysis and alignment across business groups to ensure the right organizational trade-offs are made for an optimized client experience, profitability, and efficiency when developing leads, campaigns and journeys.  Identifies new opportunities for, and builds and manages, leads and campaigns to ensure we have the right offer at the right time in the right channel to drive increased revenue.  Sets the annual plan for leads across all in-scope business products, channels, and segments, ensuring alignment with business priorities to drive revenue generation while working within field capacity parameters.

• Creates and delivers value added client contact optimization strategies and solutions for all in-scope workforces based on an up to date understanding of their strategy, diagnosing, and identifying future client contact / leads management needs for and considering broader organizational and environmental implications.

• Oversees proper campaign measurement set-up for all campaigns and integration of back-end measurement with front-end campaign execution.

• Ensures collaboration across analytical functions (salesforce analytics, strategic analytics, client analytics, product analytics, risk/reward optimization; machine learning; data foundations) in a proactive, efficient, and effective manner, providing sound support and expert knowledge across all areas of analytics.

• Maintains awareness of emerging trends (including the use of AI) and best practices within BMO and in external environment to proactively drive the client optimization strategy in business.

• Leads the application of sophisticated modeling techniques and an understanding of the latest advances in predictive/ analytical models to a wide range of products and services across the client base to continually identify and understand new and emerging opportunities for client optimization.

• Architects, directs, and develops complex scenarios tied to business logic and salesforce analytics that will maximize lead effectiveness.

• Defines campaign strategy and opportunity analytics, in terms of parameters for client behaviour to drive campaign strategy and targeting for marketing lead programs and overall client contact.

• Builds business cases to obtain the necessary funding and support for the development of new and innovative lead generation opportunities that are larger in scale and need specialized support.

• Develop client contact strategies for direct marketing leads in alignment with BMO brand promise and the desired client experience.

• Leads insight-driven contact management and optimizes the required frameworks and processes to continually evolve the current state system to meet the future vision.

• Defines and deploys effective solution development processes and procedures to increase efficiencies, eliminate duplication reduce hand-offs and provide the capability for increased speed to market for lead generation opportunities.

• Ensures a system of strong lead management that closely monitors the end-to-end process to continuously improve lead reliability, lead quality and the conversion rate of leads into sales.

• Defines the campaign measurement system and framework to drive back-end performance measurement of campaigns, including parameters and analytics for marketing, risk, price, and model performance metrics.

• Identifies potential risk and control gaps and provides recommendations to improve monitoring applications and processes, including technology enhancements, report creation and delivery.

• Works with business partners across BMO FG and Technology & Operations to understand requirements and achieve alignment between the analytics, business and technical sides of client contact and leads management strategies to improve performance and effectiveness.

• Provides for governance over the data, tools, and platform for client contact optimization team.

• Oversees the strategic development and maintenance of methodologies and quality of analytical output and continuous improvement of methodologies and output.

• Ensures the data and reporting needs of key stakeholders and businesses are met in a timely and effective manner.

• Within the mandate of this role, 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 establishing the “tone from the top” through leading by example.

• Complies with the Bank’s Risk Appetite framework and ensures risk-taking activities remain within agreed limits and comply with all regulatory requirements.

• Role models driving simplicity and productivity enhancements for optimization across groups driving continuous improvement on key measures.

• Activates our winning culture, aligned with Purpose. Ignites engagement by aligning our culture to our strategy and fueling exceptional execution.

• Fosters 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, developing organizational capabilities to drive competitive advantage.

• Leads and mentors a team with diverse risk and business experience, skills, and orientation.

• Leads, promotes, and reinforces the Bank’s Ambition; personally, role models One Bank leadership; drives sustainable improvements in client loyalty and business growth; adheres and supports enterprise client experience and brand standards.

Qualifications:

• Post secondary education or equivalent experience.

• 10+ years experience in a financial services or related environment

• Extensive knowledge of Client Relationship Management/Knowledge Management principles, process and practices, tools, and technology

• Extensive knowledge of in-scope business products, pricing and spread management, Information Security, Portfolio risk analysis including operating/credit risk and guidelines.

• Business Acumen (Expert)

• Statistical Analysis Methods (Expert)

• Strategic Thinking (Expert)

• Client Insights (Expert)

• Information Management (Expert)

• Financial Understanding (In-depth)

• Managerial Leadership (In-depth)

• Strategic Business Planning (Expert)

• Risk Management (In-depth)

• Sales & Service Management (In-depth)

• Change Leadership (In-depth)

• Influence (Expert)

• Organizational Understanding (In-depth)

• Environmental Understanding (In-depth)

Please note the base salary range for this position is CAD $180, 000.00 to CAD $200,000.00