Vice President, Client Onboarding

Application Deadline:

11/14/2024

Address:

100 King Street West

Job Family Group:

Customer Shared Services

BMO Capital Markets is a leading, full-service financial services provider. We offer corporate and investment banking, treasury management, as well as research and advisory services to clients around the world. #bmocapitalmarkets

Mandate:

The Client Onboarding (COB) function, in liaison with clients and numerous teams inside and outside of Capital Markets, is designed to centrally facilitate the capture of onboarding requirements in order to enable service, product provision, and revenue generation. Through a centralized onboarding model, in conjunction and partnership with other support functions in the onboarding process (e.g. KYC, Legal, Credit, Central New Accounts, Operations, etc.), as well as the front office roles, our commitment is to deliver the highest standard of services to our clients and contribute to a great client experience overall.

As a leader and people manager, the Vice President:

Responsible for people management accountabilities including acquiring and balancing resources, goal setting and tracking, career development, building and maintaining a strong Winning Culture, and enabling learning. Delivering great service levels to internal sales teams and external clients while maintaining strong risk management practices. Accountable for management of the end-to-end process for onboarding including groups that are not under the VP’s supervision. Establishing and maintaining good working relationships with stakeholders Partnering with Operational Excellence and other teams to continually improve the function and service levels delivered.

Standardized processes is the foundation for delivering consistent, timely service to the client base and BMO must adhere to the requirements mandated by the Regulatory agencies that govern all of its business in all geographic locations. 

Key Accountabilities:

People Management

• Ensure and oversee goal-setting, providing staff feedback, and regular appraisals/performance reviews
• Acquire and balance resources including building resource models, interviewing and leading the hiring of new COB team candidates and managers
• In conjunction with the practice management functions, perform capacity planning to ensure future tasks and functions can be met by available resources
• Ensure appropriate recognition, provide input to compensation decisions, career planning & development support for the COB team members
• Ensure a Right First Time Winning Culture that allows for raising concerns, raising potential issues of risk and that supports a great customer experience with high quality service.

Operational Management and Monitoring

• Ensure that COB roles and processes are well defined within the VP’s Line of Business pod (including end-to-end processes that extend beyond COB ); partner with stakeholders outside the including the governance and P&P teams on the creation and maintenance of procedures and documentation
• Ensure COB owned and broad CM client onboarding processes are well-defined; partner with other units to ensure appropriate controls & coordination in the overall onboarding process; use influence to deliver ongoing improvements in the overall end-to-end process of onboarding new clients into Capital Markets.
• Target to ensure no material defects/gaps and infrequent minor defects/gaps in operations / files and the onboarding process
• Handle escalations, appropriately working to investigate and resolve while keeping more senior management informed and/or further escalating as appropriate
• Ensure a robust focus on quality management through culture, performance management, training, tools/procedures, and systems
• Ensure client privacy and confidentiality is maintained throughout the onboarding and client operations process

• Strategy and Change Management

• Represent the Client Enablement function as appropriate leading or participating in meetings with LOB / desk heads and other areas of the firm (e.g. audit, 2nd line, senior management, operations, risk)
• Review and monitor service performance to identify gaps, issues and best practices; develop and implement action plans to close the gaps and resolve the issues (e.g., team notifications, procedural changes, remediation projects, etc.).
• Staying current with Onboarding/Regulatory practices of other banks in the region and of regulatory trends related to Onboarding/Operations and ensuring compliance with