Process Specialist 


  • Company:
    BMO Harris Bank
  • Location:
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    2 days ago
  • Category:
    Customer Service

Accountable to identify, assess, recommend and lead the implementation of new processes, process redesign and improvements within all functions or product groupings within a business unit to achieve significant productivity enhancements and customer satisfaction. Act as a key control over process impacts of critical business activities, with a significant involvement in analyzing and advising on business implications of options, to facilitate effective and comprehensive decision-making and sound risk management. Accountable to create, apply and oversee a framework for standardization of processes, process documentation and quality assurance, ensuring that processes meet standards and business requirements for the assigned Product Operations (PO) business unit. This role meets objectives within a twelve-month time horizon, focusing specifically on process redesign, and generally on process improvement. KEY AREAS OF ACCOUNTABILITY A. Product & Process B. Change Management C. Risk & Control D. Business Performance Management E. Training and knowledge Management ACCOUNTABILITIES A.Product & Process Design and implement cost-efficient processes in the business unit, ensuring compliance with Bank policies and procedures (P&Ps) and regulatory requirements. Interpret process improvement opportunities and requirements of regulatory changes and business objectives, and translate into process change plans that can be implemented to meet business needs. Act as the escalation point for new and/or revised processes and procedures, applying in-depth process knowledge to ensure consistency and effectiveness of service and support, and effective management of risk and controls. Design a framework that ensures high quality process development, redesign and improvement, and that builds a culture of process improvement in the business unit. Act as a subject matter expert (SME) to lead the application of process development and redesign framework and methodologies, including process improvement opportunity identification, process measurement and analysis, and control planning to increase efficiency and effectiveness of services. Support the implementation of change management initiatives and technology projects to ensure process impacts and opportunities are effectively interpreted and incorporated. Identify and execute day-to-day process improvements within the business unit to ensure alignment with the business goals of highly efficient, effective and standardized processes. Provide advice and counsel to senior management on the assessment of the overall impact of planned initiatives, and create implementation plans that ensure seamless transition and minimal disruption to the business. Conduct workflow analysis to identify barriers, generate ideas, undertake feasibility studies and define opportunities for process redesign initiatives to compliment the business strategy. Interpret business objectives and industry/ regulatory changes to identify and recommend process improvements and changes. Evaluate, prioritize, select and implement process improvement projects within the business unit. Provide feedback and guidance on prioritizing process tasks for technology projects. Facilitate buy-in and support from senior management for business cases, key project plans, commitments and project changes relating to process improvements. Lead and/or advise managers in the effective implementation of process improvements, ensuring alignment with, and delivery on, objectives and ensuring appropriate change management principles are adhered to. Liaise with other PO business units to proactively resolve issues and problems and identify synergies. Process and procedure management ensuring procedures are being reviewed and updated annually and as required. Ensure process alignment and consistency across regions and LOB B.Change Management Implement changes required to standardize processes and to achieve consistency. Provide, and/or coordinate the provision of, required training on all changes to process procedures, policies and documentation as they are implemented to ensure team member understanding and competency in applying the changes. Conduct post-implementation reviews of process improvements to ensure sustainable solutions and realization of benefits. Integrate end-to-end processes in cross-pillar business groups to effect operational efficiencies. Encourage the team to identify process improvements and adopt best practices. Foster an environment of continuous improvement and create frameworks to encourage identification of process improvements/ new ideas and to adopt best practices. C.Risk & Control Understand and monitor regulatory, policy, procedural and other relevant business changes and revise internal processes and standards, as required, to meet requirements on a timely basis. Conduct risk assessment and validation of new processes and process improvements. Mitigate audit exposures and maintain awareness of regulatory impacts of change initiatives. Identify potential risk situations/ impacts, and make recommendations or escalate to the manager and/or senior members of the team, and ensure contingency plans exist, as per guidelines. Provide information for regulatory reporting and audit queries. Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, P&Ps for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities. D.Training and Knowledge Management Develop and execute a training strategy for GFS including both new employee and targeted training Monitoring and report on employee knowledge indicating where additional focus is required ensuring employee knowledge is at acceptable levels Improving employee knowledge of new and existing policies and procedures E.Business Performance Management Monitor and analyze opportunities for quality improvement; recommend solutions. Create and monitor metrics for process enhancements; report on progress and outcomes. Coordinate the issuance and tracking of problem trackers and process enhancements raised with internal business partners and suppliers/ service providers. AUTHORITIES This role has the authority to: Advise on process, process design, risk impacts, required controls and potential process improvements through the analysis, assessment and evaluation of timely, cost-effective processes and process solutions for the business unit that comply with P&Ps and regulatory requirements. Interpret and advise on proposed initiatives, process implications, process steps, as SME, and resolve process problems. Act as key escalation for complex process, procedure, product and business issue problems. Make recommendations on risk and ensure contingency plans are in place. CROSS-FUNCTIONAL RELATIONSHIPS Internal: Operations support groups re process-related information Internal groups/ internal support/ internal business partners/ peers re process issues Senior managers in assigned business unit Project delivery teams Corporate Technology team, as necessary External: Ext ernal SMEs re process issues Consultants re complex/ unusual transactions Suppliers and service providers Accountable to identify, assess, recommend and lead the implementation of new processes, process redesign and improvements within all functions or product groupings within a business unit to achieve significant productivity enhancements and customer satisfaction. Act as a key control over process impacts of critical business activities, with a significant involvement in analyzing and advising on business implications of options, to facilitate effective and comprehensive decision-making and sound risk management. Accountable to create, apply and oversee a framework for standardization of processes, process documentation and quality assurance, ensuring that processes meet standards and business requirements for the assigned Product Operations (PO) business unit. This role meets objectives within a twelve-month time horizon, focusing specifically on process redesign, and generally on process improvement. KEY AREAS OF ACCOUNTABILITY A. Product & Process B. Change Management C. Risk & Control D. Business Performance Management E. Training and knowledge Management ACCOUNTABILITIES A.Product & Process Design and implement cost-efficient processes in the business unit, ensuring compliance with Bank policies and procedures (P&Ps) and regulatory requirements. Interpret process improvement opportunities and requirements of regulatory changes and business objectives, and translate into process change plans that can be implemented to meet business needs. Act as the escalation point for new and/or revised processes and procedures, applying in-depth process knowledge to ensure consistency and effectiveness of service and support, and effective management of risk and controls. Design a framework that ensures high quality process development, redesign and improvement, and that builds a culture of process improvement in the business unit. Act as a subject matter expert (SME) to lead the application of process development and redesign framework and methodologies, including process improvement opportunity identification, process measurement and analysis, and control planning to increase efficiency and effectiveness of services. Support the implementation of change management initiatives and technology projects to ensure process impacts and opportunities are effectively interpreted and incorporated. Identify and execute day-to-day process improvements within the business unit to ensure alignment with the business goals of highly efficient, effective and standardized processes. Provide advice and counsel to senior management on the assessment of the overall impact of planned initiatives, and create implementation plans that ensure seamless transition and minimal disruption to the business. Conduct workflow analysis to identify barriers, generate ideas, undertake feasibility studies and define opportunities for process redesign initiatives to compliment the business strategy. Interpret business objectives and industry/ regulatory changes to identify and recommend process improvements and changes. Evaluate, prioritize, select and implement process improvement projects within the business unit. Provide feedback and guidance on prioritizing process tasks for technology projects. Facilitate buy-in and support from senior management for business cases, key project plans, commitments and project changes relating to process improvements. Lead and/or advise managers in the effective implementation of process improvements, ensuring alignment with, and delivery on, objectives and ensuring appropriate change management principles are adhered to. Liaise with other PO business units to proactively resolve issues and problems and identify synergies. Process and procedure management ensuring procedures are being reviewed and updated annually and as required. Ensure process alignment and consistency across regions and LOB B.Change Management Implement changes required to standardize processes and to achieve consistency. Provide, and/or coordinate the provision of, required training on all changes to process procedures, policies and documentation as they are implemented to ensure team member understanding and competency in applying the changes. Conduct post-implementation reviews of process improvements to ensure sustainable solutions and realization of benefits. Integrate end-to-end processes in cross-pillar business groups to effect operational efficiencies. Encourage the team to identify process improvements and adopt best practices. Foster an environment of continuous improvement and create frameworks to encourage identification of process improvements/ new ideas and to adopt best practices. C.Risk & Control Understand and monitor regulatory, policy, procedural and other relevant business changes and revise internal processes and standards, as required, to meet requirements on a timely basis. Conduct risk assessment and validation of new processes and process improvements. Mitigate audit exposures and maintain awareness of regulatory impacts of change initiatives. Identify potential risk situations/ impacts, and make recommendations or escalate to the manager and/or senior members of the team, and ensure contingency plans exist, as per guidelines. Provide information for regulatory reporting and audit queries. Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, P&Ps for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities. D.Training and Knowledge Management Develop and execute a training strategy for GFS including both new employee and targeted training Monitoring and report on employee knowledge indicating where additional focus is required ensuring employee knowledge is at acceptable levels Improving employee knowledge of new and existing policies and procedures E.Business Performance Management Monitor and analyze opportunities for quality improvement; recommend solutions. Create and monitor metrics for process enhancements; report on progress and outcomes. Coordinate the issuance and tracking of problem trackers and process enhancements raised with internal business partners and suppliers/ service providers. AUTHORITIES This role has the authority to: Advise on process, process design, risk impacts, required controls and potential process improvements through the analysis, assessment and evaluation of timely, cost-effective processes and process solutions for the business unit that comply with P&Ps and regulatory requirements. Interpret and advise on proposed initiatives, process implications, process steps, as SME, and resolve process problems. Act as key escalation for complex process, procedure, product and business issue problems. Make recommendations on risk and ensure contingency plans are in place. CROSS-FUNCTIONAL RELATIONSHIPS Internal: Operations support groups re process-related information Internal groups/ internal support/ internal business partners/ peers re process issues Senior managers in assigned business unit Project delivery teams Corporate Technology team, as necessary External: Ext ernal SMEs re process issues Consultants re complex/ unusual transactions Suppliers and service providers Knowledge: University degree/college diploma or equivalent work experience 6 to 8 years of related experience Solid knowledge of Lean process improvement methodology Solid knowledge of established process analysis and improvement tools Solid knowledge of CFD products, procedures, operations and market practices Familiar with testing strategies, test plans and execution Solid knowledge of standard desktop applications used by the business unit Solid understanding of the business unit’s risk and regulatory requirements Solid knowledge of departmental systems and applications, LIQ, APMS, Livelink Solid knowledge of process and/or project management Skills: Expert analytical and problem-solving skills, with ability to analyze a component or components of a process to optimize system functionality Expert change management skills Expert coaching, mentoring and training skills Expert facilitation/ presentation skills Expert process-writing skills, with ability to translate business requirements into process solutions, according to Bank standards Strong planning skills (re finance, resource, strategy, business) Strong risk management skills Strong influencing and negotiating skills Strong customer service and relationship management skills Strong conflict management/ resolution skills Strong teamwork skills Strong written and oral communication skills, with the capability to present and articulate complex concepts Strong multi-tasking skills covering a wide range of challenges which are independent and distinct We’re here to help At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank. 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://bmocareers.com/ . 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. Knowledge: University degree/college diploma or equivalent work experience 6 to 8 years of related experience Solid knowledge of Lean process improvement methodology Solid knowledge of established process analysis and improvement tools Solid knowledge of CFD products, procedures, operations and market practices Familiar with testing strategies, test plans and execution Solid knowledge of standard desktop applications used by the business unit Solid understanding of the business unit’s risk and regulatory requirements Solid knowledge of departmental systems and applications, LIQ, APMS, Livelink Solid knowledge of process and/or project management Skills: Expert analytical and problem-solving skills, with ability to analyze a component or components of a process to optimize system functionality Expert change management skills Expert coaching, mentoring and training skills Expert facilitation/ presentation skills Expert process-writing skills, with ability to translate business requirements into process solutions, according to Bank standards Strong planning skills (re finance, resource, strategy, business) Strong risk management skills Strong influencing and negotiating skills Strong customer service and relationship management skills Strong conflict management/ resolution skills Strong teamwork skills Strong written and oral communication skills, with the capability to present and articulate complex concepts Strong multi-tasking skills covering a wide range of challenges which are independent and distinct We’re here to help At BMO we have a shared purpose; we put the customer at the centre of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank. 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://bmocareers.com/ . 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. OperationsOperationsCanada-Ontario-TorontoCanada-Ontario-TorontoGlobal Operations-X000070Global Operations-X000070full-timefull-time11/20/1811/20/18OngoingOngoing