BMO · 1 day ago
Contact Center Enablement Lead, BMO GAM
United States
Full-time
Remote
Mid, Senior Level
$56K/yr - $104K/yrBMO 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.
BankingCrowdfundingFinanceFinancial Services
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
Qualification
Required
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
BMO
We’re a bank, but there’s more to it than that. When you join BMO, it opens a world of opportunities.
Founded in 1817
10001+ employees
H1B Sponsorship
BMO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (2)
2023 (6)
2022 (4)
2021 (2)
2020 (2)
Funding
Current Stage
Public CompanyTotal Funding
$7.54B2025-10-23Post Ipo Debt· $142.91M
2025-02-26Post Ipo Debt· $871.76M
2024-07-09Post Ipo Debt· $750M
Leadership Team
David Casper
U.S. Chief Executive Officer
Azam Dawood
Head Of Sourcing
Recent News
2026-01-20
MarketScreener
2026-01-06
Company data provided by crunchbase