[Hiring] Manager - AI Operations @BMO

Role Description

We are seeking a Manager - AI Operations to lead the ongoing monitoring, optimization and operational governance of AI-enabled capabilities within BMO's Virtual Connect contact centre such as Amazon Connect conversational analytics and natural language IVR. This role partners closely with product, technology, analytics and risk to ensure AI solutions operate effectively, deliver measurable business value, and meet enterprise standards.

• Supports Platform Product Owner in executing AI initiatives for BMO Virtual Connect.
• Works with stakeholders to interpret business results, understands the operating environment & emerging AI trends and provides planning, support and recommendations to improve operational effectiveness and tracks achievement of objectives.
• Supports the effective management of risk, including operational and compliance risk and management of the attestation/reporting process specific to the business.
• Supports the development of effective, consistent communications for the leadership team.
• Acts as a trusted advisor to assigned business/group and assists in the development of AI strategy and plans to ensure readiness to meet changing business needs & strategies to support future growth.
• Assists in the development of plans for AI Operations and strategic initiatives.
• Supports the determination of priorities, current initiatives and planned initiatives in partnership with the business/group and supports requirements related to strategic management for the business/group.
• Works with stakeholders to establish the key business initiatives/priorities to support the strategic direction.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Provides input into the planning & implementation of operational programs.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Conducts independent review, analysis, and resolution of strategic issues.
• Monitors and tracks performance, and addresses any issues.
• Designs and produces regular and ad-hoc reports, and dashboards.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Acts as the primary point of contact for service/customer complaint escalations managing the process and communication and following up to ensure customer satisfaction and optimizing overall customer experience.
• Employs systems (e.g. customized exception reports, tracking reports etc.) to manage information.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• 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.

Qualifications

• You will combine operational expertise with an understanding and deep curiosity for AI to drive value for BMO Virtual Connect.
• Experience with contact centre operations using AI or cloud contact centre platforms such as Amazon Connect would be an asset.
• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Deep knowledge and operational proficiency gained through education and business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• Availability Monday to Friday 9am to 5pm EST.

Requirements

• Salary: $70,000.00 - $150,000.00
• Pay Type: 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.

Benefits

• 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 offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans.
• To view more details of our benefits, please visit: BMO Total Rewards