[Hiring] Bilingual Assistant Manager, Home Fulfillment and Escalation @BMO

Role Description

Provides day-to-day delivery of critical lending operations processes including loan administration and servicing activities.

• Supports the execution of payments, transactions, service requests, administrative activities and processes, and fulfillment of stakeholders inquiries/requests within relevant service level agreements.
• Collaborates with stakeholders to promote efficient and effective processes and work flow.
• Establishes positive working relationships across the organization to achieve business results and deliver the intended customer and employee experience.
• Lending operations includes specialized operations processes and activities for mortgages, consumer lending products, leasing, and/or commercial lending products.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Communicates with internal business partners and external customers to respond to standard and non-standard inquiries.
• Monitors and tracks performance, addressing any issues.
• Integrates information from multiple sources to enable more efficient processes, enhanced analysis, and/or streamlined reporting.
• Breaks down strategic problems and analyzes data and information to provide insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Executes work to deliver timely, accurate, and efficient service.
• Resolves standard and relatively straightforward issues, referring non-routine issues to more senior team members and/or manager.
• May function as a problem-solving resource for more junior staff.
• Provides input and analysis into the continuous improvement of business processes and procedures within the scope of the work team.
• Participates in the planning, testing, and implementation of projects and new/revised products/services or processes as required.
• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes, and procedures.
• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
• Follows documented policies and procedures to execute day-to-day transactions, activities, processes, and ensure all Service Level Agreements (SLAs) are met.
• Checks and reconciles information and documentation to ensure accuracy and completeness.
• Identifies and resolves discrepancies in accordance with standard procedures; escalates issues, where necessary, as per guidelines.
• Performs administrative tasks such as distributing/collecting/filing documentation and information.
• Data enters, reviews, and verifies loan information and documentation for processing and/or further handling.
• Manages documentation to ensure that records are maintained in a proper manner.
• Analyzes data and information to provide insights and recommendations.
• Communicates and collaborates with internal and external stakeholders to deliver on business objectives.
• Develops and maintains effective relationships with internal & external stakeholders to execute work and fulfill service delivery expectations.
• Collaborates in the development/implementation of new processes/systems and changes/improvements to existing systems and processes.
• Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations to ensure appropriate actions are taken and operational integrity is maintained.
• Supports the development of tools and delivery of training focused on delivering business results.
• 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.
• Takes measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role.

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.
• Knowledge and experience using relevant systems and technology – In-depth.
• Knowledge and understanding of the business unit’s key products and services, processes, and controls – In-depth.
• Knowledge of the risk and regulatory requirements of the business – In-depth.
• Prioritization skills – Good.
• PC skills (MS Word, Excel, PowerPoint) – In-depth.
• Specialized knowledge from education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem-solving skills - In-depth.
• Influence skills - In-depth.
• Fluency in French and English is required as this role provides support to clients and team members inside and/or outside the province of Quebec.

Requirements

• Salary: $45,000.00 - $100,000.00
• Pay Type: Salaried

Benefits

• Performance-based incentives
• Discretionary bonuses
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans