Branch Manager in Training - BMO, Laval, QC

What you'll do

As a Branch Manager in Training at BMO in Laval, you will play a pivotal role in guiding and coaching employees to deliver exceptional service to BMO customers and prospects. This position is central to achieving strategic customer experience and profitability goals, ensuring compliance with all legal and regulatory requirements. You will be instrumental in developing and executing the branch business plan, focusing on growth, customer retention, and acquisition objectives. This is a key opportunity to contribute to the success of the branch and the overall BMO business.

• Guide, direct, and coach employees to deliver exceptional service to BMO customers and prospects.
• Understand the needs of BMO customers or prospects to provide sales and service in their best interests.
• Advise customers on products and strategies that meet their financial objectives.
• Identify and make referrals to other business groups.
• Support sales and customer service activities to meet strategic customer experience and profitability goals.
• Develop and execute a branch business plan to maximize business growth and wallet share.
• Contribute to business objectives by conducting sales calls and establishing a personal referral network.
• Probe to understand customer personal banking and credit card needs, integrating marketing promotions.
• Conduct cold calls to prospective customers to develop new customer relationships.
• Develop and maintain a community network to enhance the Bank’s visibility and build referral sources.
• Support BMO’s community involvement and participate in community activities.
• Maintain high-touch relationships with key branch customers and prospects.
• Resolve customer-related issues using knowledge of bank services, products, and processes.
• Fulfill sales and service activities for the customer in accordance with approved procedures.
• Build the business plan for the branch and influence negotiations to achieve objectives.
• Identify emerging issues and trends to inform decision-making and implement/revise work plans.
• Help determine business priorities and sequence for execution of business/group strategy.
• Conduct independent analysis and assessment to resolve strategic issues and ensure stakeholder alignment.
• Establish relationships with business partners to maintain knowledge of interdependent systems.
• Monitor sales and service performance, identify gaps, and develop action plans.
• Break down strategic problems, analyse data, and provide insights and recommendations.
• Communicate goals, plans, and assignments to achieve financial and customer service goals.
• Lead the implementation of new programs, products, and processes within the branch.
• Coordinate the implementation of national and regional sales and service initiatives.
• Monitor service request and problem resolution processes for adherence to national standards.
• Provide technical training and support to branch employees to maintain operational and sales effectiveness.
• Plan and control unit operating expenses in accordance with forecasts.
• Manage transactional outcomes for customer calls or defer to appropriate internal business groups.
• Resolve complex or unresolved customer situations or escalate for resolution.
• Maintain current knowledge of personal banking and credit card industries, practices, and trends.
• Build effective relationships with internal/external stakeholders.
• Maintain the confidentiality of customer and Bank information.
• Identify and report suspicious patterns of activity related to money laundering.
• Comply with all legal and regulatory requirements for the jurisdiction.
• Exercise judgment to identify, diagnose, and solve problems within given rules.
• Work independently on a range of complex tasks, including unique situations.
• Apply BMO’s Risk Management Framework in the execution of your role.

Skills and experience

To excel in this BMO Branch Manager in Training role, you will bring a strong foundation of experience in retail banking and a comprehensive understanding of the competitive marketplace. Your ability to lead, analyse, and communicate effectively will be crucial in driving the branch's success and ensuring excellent customer service. This administration role requires a blend of technical proficiency and strong interpersonal skills to manage both team performance and customer relationships.

• Typically between 4 - 6 years of relevant experience and a post-secondary degree in a related field of study or an equivalent combination of education and experience.
• Previous supervisory or management experience (preferred).
• In-depth knowledge of retail banking products and services.
• Advanced knowledge of the competitive marketplace and trends in product offerings.
• Working knowledge of branch operational processes and policies.
• Working knowledge of branch technologies, processes, and performance metrics.
• Working knowledge of applicable regulations, audit standards, and related policies, procedures, and directives.
• Technical proficiency gained through education and/or business experience.
• 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 abilities.

Who you'll work with

You will work closely with a dedicated team of BMO employees within the branch, guiding and coaching them to deliver exceptional customer service. This role also involves building and maintaining strong relationships with BMO customers and prospects, as well as establishing a robust network within the Laval community. Collaboration extends to internal business partners and external stakeholders to ensure seamless operations and strategic alignment across BMO.

Perks and benefits

BMO is committed to supporting its employees with a comprehensive total compensation package. Beyond a competitive salary, you can expect a range of benefits designed to foster your well-being and professional growth, reflecting BMO's commitment to its people and their careers.

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