Managing Director, Head U.S. Lending Operations

Application Deadline:

10/29/2025

Address:

320 S Canal Street

Job Family Group:

Customer Shared Services

Provides leadership, direction and ongoing management for U.S. P&BB Lending Operations, providing back-office processing and after-sales support and service to retail and business banking customers for lending products in the U.S. The unit is accountable to provide the highest level of customer service in an efficient manner while maintaining adherence to risk and control frameworks. Manages a wide and diverse team across multiple locations. Continually looks for opportunities to improve efficiency and overall productivity (technology, people and process) to create sales capacity in our customer facing channels. 

Dually reports to the Head, NA P&BB and Wealth Management Operations and U.S. Chief T&O Officer and is accountable to execute decision rights for key governance decisions as set out in the U.S. T&O Decision Rights Matrix, such as making recommendations, providing input, and making decisions, within the context of the Enterprise Operations strategy, aligned with the Bank’s U.S. operating principles and applying a U.S. regulatory and market lens. 

This role is responsible for providing leadership, direction and ongoing management for US Retail Lending, Business Lending and Business Process Outsourcing (BPO) Operations. This group is responsible for providing back-office processing and after-sales support and service to BMO Financial Group’s retail and small business lending operations in the United States. In addition, this role is accountable for operational and call center support for loans and deposits to external clients of US P&BB.  

Within the mandate of this role and BMO’s three lines of defense model, the incumbent ensures business decisions and activities fall within the risk appetite of the Bank, and that internal controls are in place and functioning effectively to support management decision-making that protects our assets and adheres to applicable corporate policies, operating directives, laws, and regulations (including risk, compliance, and AML). 

Supports the U.S. Management Committee Member for Technology & Operations in the execution of decision rights identified on the U.S. Technology & Operations Decision Rights Matrix to ensure the effective management of the U.S. in alignment with the U.S. Governance Model. 

Accountabilities: 

• Develops and oversees the implementation of the business strategy for U.S. Personal and Business Banking Lending Operations and contributes to the broader NA P&BB and Wealth Management Operations strategy, ensuring execution delivers on commitments and objectives pertaining to operational excellence, service consistency, innovation / continuous improvement, and cost containment. Ensures the services delivered meet the operational, financial and customer service needs of Retail and Business Banking in the U.S. 

• Provides day-to-day management of service delivery, including the management of financial controls. 

• Serves as a key member of the NA P&BB and Wealth Management Operations senior leadership team contributing to the strategic direction and determining the processing, operational, organizational, human resources, and funding implications for U.S. P&BB Lending Operations 

• Participates in multiple initiatives, supporting due diligence activities, mitigating risk, addressing obstacles, achieving milestones and targets, and ensuring legal and regulatory considerations are addressed. 

• Recommends organizational structure, operations principles, and locations to achieve efficient operations and define the optimal end-state operating model. 

• Partners with the technology team to oversee implementation of technology changes and upgrades in U.S. P&BB Lending Operations. 

• Identifies opportunities to enhance the performance and productivity of the servic