Service Delivery Lead - Treasury Payments

About the Role

Key Responsibilities

• Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
• Ensures that tickets are resolved and closed as per the client's expectations and to their satisfaction.
• Provides needed information or directs clients to the appropriate source by demonstrating an in-depth understanding of products and services.
• Coordinates and executes specific activities for the implementation of strategic initiatives, including tracking metrics and milestones.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Attends internal meetings with team members to discuss client/outstanding issues, including reviewing how issues are handled.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Participates in audit and customer issues resolution, corrects irregularities, and escalates as per procedures.
• Proactively notifies clients of upcoming changes or enhancements to products/services or potential usage.
• Identifies process improvement opportunities for better efficiency in meeting client needs.
• Shares information received during client service activities that indicate risks or opportunities to management.
• Provides input into operational program planning and implementation.
• Actively listens to clients' concerns, diagnoses service needs, and facilitates timely problem resolution.
• Responds professionally to client concerns, conveying ownership and respect.
• Accurately documents client requests using tracking systems and facilitates actions to close gaps between expectations and experiences.
• Applies timely follow-ups to demonstrate commitment to customer satisfaction.
• Serves as an advocate for clients, escalating issues as necessary for resolution.
• Supports development of tailored messaging, including writing, editing, and distributing communications.
• Tracks collection of client service fees and collaborates with stakeholders to meet business objectives.
• Executes work to deliver timely, accurate, and efficient service, primarily within BMO but potentially enterprise-wide.
• Works independently on complex tasks, including unique situations, and exercises judgment within established rules.

Requirements

• Typically between 4 - 6 years of relevant experience in client management and workflow management.
• Experience managing escalations and assigning work.
• Experience delegating tasks.
• Experience with Treasury Payment Products is a must-have.
• Technical proficiency in the ServiceNow Ticketing System is a nice-to-have.
• Technical proficiency in AWS is a nice-to-have.
• In-depth verbal and written communication skills.
• In-depth collaboration and team skills.
• In-depth analytical and problem-solving skills.
• In-depth influence skills.
• In-depth data-driven decision-making skills.

Nice to Have

• Technical proficiency in the ServiceNow Ticketing System.
• Technical proficiency in AWS.

Qualifications

• Experience managing escalations and delegating tasks related to client management.
• Experience with Treasury Payment Products.

Benefits & Perks

• Health insurance
• Tuition reimbursement
• Life insurance
• Retirement savings plans
• Discretionary bonuses and performance-based incentives
• Other perks and rewards