Address:

The Manager, Operations Support leads the Support Professional team responsible for delivering high-quality operational and administrative support to Private Banking professionals and clients. The role builds team capability, oversees day-to-day operational execution, manages risk and complex escalations, and ensures consistent adoption of Bank policies, processes and regulatory requirements. Through strong people leadership and partnership with Private Bankers, the Manager helps enable an effective operation and exceptional client experience.

Key Accountabilities

People Leadership & Development

• Provides day-to-day leadership, coaching and direction to Support Professionals, setting clear expectations for service, operational execution, risk management and accountability.
• Conducts regular performance, coaching and career-development discussions and recognizes strong performance and contributions.
• Supports onboarding and training, ensuring employees receive practical experience and are able to independently perform critical responsibilities.
• Identifies skill gaps and development opportunities and supports individual development, career progression and succession planning.
• Builds an engaged, inclusive team environment and promotes knowledge sharing and collaboration.

Workload, Coverage & Operational Support

• Coordinates team resources to maintain appropriate coverage and continuity of service while balancing operational and client priorities.
• Monitors workload and capacity and helps the team effectively prioritize competing demands.
• Identifies workflow gaps, bottlenecks and capacity concerns and works with stakeholders to resolve them.
• Promotes consistent processes, service expectations and operating practices across the Support Professional team.

Complex Issues & Operational Escalations

• Acts as an escalation point for complex, unusual or non-routine transactions and operational situations.
• Provides guidance to Support Professionals and partners with Private Bankers and other stakeholders to resolve client-impacting issues.
• Balances client needs with operational risk, Bank policy and regulatory requirements.
• Engages and escalates matters to Compliance, Risk, Operations or other internal partners as appropriate.

Risk, Controls & Operational Quality

• Monitors operational quality and identifies trends in errors, exceptions, audit findings and operational irregularities.
• Identifies root causes and implements appropriate coaching, training or corrective actions to reduce recurring issues.
• Uses operational reporting and dashboards to identify trends, knowledge gaps and areas requiring additional attention.
• Reinforces adherence to Bank policies, procedures, operational controls and applicable regulatory requirements.

Policy, Regulatory & Change Management

• Translates new or changing policies, procedures and regulatory requirements into clear, practical expectations for the Support Professional team.
• Reinforces requirements through team communication, coaching, training and ongoing follow-up, addressing recurring knowledge or execution gaps.
• Leads the team's adoption of new systems, processes, tools and operational programs, ensuring employees are prepared for implementation.
• Supports pilots and new initiatives, provides feedback on operational impacts and monitors adoption following implementation.

Business Partnership & Client Experience

• Builds strong working relationships between Support Professionals, Private Bankers and other key partners.
• Clarifies roles, responsibilities and service expectations to support an effective partnership model.
• Facilitates constructive feedback and helps resolve workflow, communication or partnership issues that may affect operational effectiveness or the client experience.
• Identifies opportunities to strengthen processes, service consistency and overall operational execution.

Qualifications

• Typically 5 to 7 years of relevant experience in banking, wealth management, financial services, operations or a related environment.
• Demonstrated experience leading, coaching and developing employees.
• Strong operational experience, including managing complex or non-routine client and transactional situations.
• Strong understanding of operational risk, controls, policies and procedures within a regulated financial services environment.
• Experience supporting or leading changes to systems, processes, policies or operating procedures.
• Strong judgment, problem-solving and organizational skills with the ability to manage competing priorities.
• Strong relationship-management and communication skills, with the ability to work effectively across business, operations, risk and compliance partners.
• Ability to translate complex policies and operational requirements into clear, practical direction for employees.

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

About Us

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.