Team Lead

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

Coordinate and oversee the work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, training and problem resolution. Assist the manager in ensuring volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations. Escalate/ assist the manager with complex problem resolution; recommend appropriate solution. Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities. Analyze and resolve complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on a six- to twelve-month time horizon. Act as primary back-up to team members and as back-up to the manager. Recommend/ implement process improvements. KEY AREAS OF ACCOUNTABILITY A. Product & Process B. Risk & Control C. Business Performance Management ACCOUNTABILITIES A. Product & Process Manage and monitor a complex portfolio of work representing a significant amount of risk. Assist the manager by performing activities such as coordination and scheduling of work, resource forecasting, quality control, training, team coaching and guidance, research and problem resolution. Act as back-up in the manager’s absence and as primary back-up to team members in the event of absence or vacancy. Process and/or fulfill transactions, settlements, audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis. Resolve discrepancies/ exceptions that deal with non-routine, complex situations, referred from other team members. Investigate and resolve or make recommendations to the manager on complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures. Approve (i.e., “release”) and/or resolve escalated work or issues from more junior staff. Manage and resolve day-to-day issues specific to area(s) of expertise, including resolving complex internal business partner and/or external customer issues; escalate more complex issues to the manager, if necessary, with recommendations for resolution. Coordinate and schedule work flow, including approving transactions, and act as the main escalation point for business challenges, as delegated. Assign work accordingly to team/ staff members, ensure adequate work flow and meet various cutoff times during the day, as delegated. Note: Shading denotes the progression of work and elements of work that increase in accountabilities from one grade to another. Job Description Team Lead (Cdn34&35US11&12) Provide guidance and support to related business units regarding procedures for area(s) of expertise. Build productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities. Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures. Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes. B. Risk & Control Escalate issues that require resolution by the manager, as per guidelines. Identify potential risk situations/ impacts, and make recommendations or escalate to the manager, and ensure contingency plans exist. Review transactions and requests for compliance with regulatory and Bank requirements, as required. Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate. Provide information for regulatory reporting and audit queries. Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls. Develop, document and maintain standards, processes and controls in area(s) of expertise in order to minimize loss/ risk, ensure all regulatory requirements are met, and safeguard the assets of the Bank. Understand risks inherent in area(s) of expertise and take appropriate actions, including accuracy and safeguarding of all documentation and any other requirements to ensure operational integrity is maintained within the business. 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, policies and procedures (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. Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps. Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation. Contribute to the management of risk and minimize losses through monitoring and controlling various reports and taking appropriate action, ensuring compliance requirements, audits and verifications are completed in accordance with Bank P&Ps. C. Business Performance Management Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness. Provide coaching and training to team members in area(s) of expertise, and provide feedback to the manager on gaps and opportunities. Provide input on employee performance to the manager. Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support. Align individual performance goals to team and organizational goals. Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values Coordinate and oversee the work flow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, training and problem resolution. Assist the manager in ensuring volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations. Escalate/ assist the manager with complex problem resolution; recommend appropriate solution. Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities. Analyze and resolve complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on a six- to twelve-month time horizon. Act as primary back-up to team members and as back-up to the manager. Recommend/ implement process improvements. KEY AREAS OF ACCOUNTABILITY A. Product & Process B. Risk & Control C. Business Performance Management ACCOUNTABILITIES A. Product & Process Manage and monitor a complex portfolio of work representing a significant amount of risk. Assist the manager by performing activities such as coordination and scheduling of work, resource forecasting, quality control, training, team coaching and guidance, research and problem resolution. Act as back-up in the manager’s absence and as primary back-up to team members in the event of absence or vacancy. Process and/or fulfill transactions, settlements, audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis. Resolve discrepancies/ exceptions that deal with non-routine, complex situations, referred from other team members. Investigate and resolve or make recommendations to the manager on complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures. Approve (i.e., “release”) and/or resolve escalated work or issues from more junior staff. Manage and resolve day-to-day issues specific to area(s) of expertise, including resolving complex internal business partner and/or external customer issues; escalate more complex issues to the manager, if necessary, with recommendations for resolution. Coordinate and schedule work flow, including approving transactions, and act as the main escalation point for business challenges, as delegated. Assign work accordingly to team/ staff members, ensure adequate work flow and meet various cutoff times during the day, as delegated. Note: Shading denotes the progression of work and elements of work that increase in accountabilities from one grade to another. Job Description Team Lead (Cdn34&35US11&12) Provide guidance and support to related business units regarding procedures for area(s) of expertise. Build productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities. Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures. Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes. B. Risk & Control Escalate issues that require resolution by the manager, as per guidelines. Identify potential risk situations/ impacts, and make recommendations or escalate to the manager, and ensure contingency plans exist. Review transactions and requests for compliance with regulatory and Bank requirements, as required. Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate. Provide information for regulatory reporting and audit queries. Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls. Develop, document and maintain standards, processes and controls in area(s) of expertise in order to minimize loss/ risk, ensure all regulatory requirements are met, and safeguard the assets of the Bank. Understand risks inherent in area(s) of expertise and take appropriate actions, including accuracy and safeguarding of all documentation and any other requirements to ensure operational integrity is maintained within the business. 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, policies and procedures (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. Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps. Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation. Contribute to the management of risk and minimize losses through monitoring and controlling various reports and taking appropriate action, ensuring compliance requirements, audits and verifications are completed in accordance with Bank P&Ps. C. Business Performance Management Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness. Provide coaching and training to team members in area(s) of expertise, and provide feedback to the manager on gaps and opportunities. Provide input on employee performance to the manager. Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support. Align individual performance goals to team and organizational goals. Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values KNOWLEDGE AND SKILLS a) Knowledge University degree/college diploma or equivalent work experience 5 to 7 years of related experience Solid knowledge of standard desktop applications used by the business unit Solid knowledge and understanding of the business unit’s key products and services, processes and controls Solid understanding of the business unit’s risk and regulatory requirements Solid knowledge of departmental systems and applications Solid knowledge of process and/or project management Solid understanding of internal business partner’s business, services and organization Solid knowledge of resource scheduling b) Skills: Strong analytical and problem-solving skills Strong investigation skills Strong prioritization skills Strong organizational skills Strong customer service and relationship management skills Strong coaching, mentoring and training skills Strong conflict management/ resolution skills Strong change leadership skills Strong written and oral communication skills Ability to multi-task in a fast-paced environment 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 AND SKILLS a) Knowledge University degree/college diploma or equivalent work experience 5 to 7 years of related experience Solid knowledge of standard desktop applications used by the business unit Solid knowledge and understanding of the business unit’s key products and services, processes and controls Solid understanding of the business unit’s risk and regulatory requirements Solid knowledge of departmental systems and applications Solid knowledge of process and/or project management Solid understanding of internal business partner’s business, services and organization Solid knowledge of resource scheduling b) Skills: Strong analytical and problem-solving skills Strong investigation skills Strong prioritization skills Strong organizational skills Strong customer service and relationship management skills Strong coaching, mentoring and training skills Strong conflict management/ resolution skills Strong change leadership skills Strong written and oral communication skills Ability to multi-task in a fast-paced environment 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-time10/12/1810/12/1810/26/1810/26/18