Director, Journey Enablement, Assisted Servicing & Collections

Location: Toronto

Final date to receive applications:11/06/2026

Address:33 Dundas Street West Job Family Group:

Strategy & Change The successful candidate will:  We are seeking an experienced leader to drive the end-to-end assisted servicing & collections experience across products and channels, encompassing maintenance, renewals, amendments, portfolio servicing, routing, remediation, collections, delinquency, and exception management. This role will own the Business Banking Assisted Servicing and Collections Journey and will define and execute the vision of assisted servicing across channels from Branch, Relationship Managers to Virtual Connect.

The successful candidate will identify and lead opportunities to optimize the client and employee experience, streamline operations, and deliver measurable business outcomes. They will also champion the use of AI and automation to reimagine service experiences, improve operational efficiency, and strengthen risk and fraud management capabilities. This role requires a strong focus on continuous improvement, along with the ability to assess, lead, and execute the change management needed to successfully deliver transformation.

This is a business-led transformation role, focused on setting the strategy, establishing business cases, and designing and implementing business processes and service improvements to achieve target business outcomes.
The successful candidate will:
Define the target-state assisted servicing and collections experience, including triggers, treatment paths, specialist handoffs, case-management requirements, employee tools, supporting processes and sustainable business-as-usual ownership. Improve service effectiveness and reduce operational complexity by simplifying fragmented servicing processes, directing work to the appropriate channel or specialist team, and reducing unnecessary frontline and client effort. Support the roadmap and strategy for AI enablement across Business Banking, focus on scaling cale AI-driven automation, insights, and decision support to improve account servicing and collections journeys.  

Lead complex transformation initiatives that modernize servicing and collections capabilities, simplify operating models, improve employee experience, strengthen controls and enable more proactive portfolio management across Business Banking. Lead the journey roadmap and prioritization of servicing, renewal, remediation and collections opportunities, balancing client financial health, portfolio performance, employee productivity, risk and control needs, dependencies, capacity and business value. Preserve specialist focus and discipline for collections and remediation, ensuring that client-treatment expectations, regulatory obligations, controls, evidence, case management and auditability are incorporated into journey design and execution.

Align Product, Business Governance, Operations, Digital, Technology, Analytics, PMO and frontline partners around common outcomes, clear decision rights and coordinated implementation. Track end-to-end journey KPIs to drive towards key outcomes aligned to our A30 Strategy. Laser focused on service effectiveness, first-contact resolution, case cycle time, treatment consistency, delinquency and collections results, operational fallout, exceptions, adoption, documentation currency and business-as-usual support effectiveness.

Track KPIs such as AI enablement, reducing cost to serve, % of fully digitized forms, % in reduction of platforms used by CBB, service volumes, cycle times, fraud rates and intervention effectiveness.  Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do. Ensures alignment between values and behaviour that fosters diversity and inclusion.

Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through. Operate as a people manager and lead a journey team to plan and execute on the strategy.
Attracts, retains, and enables the career development of top talent. Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives. Networks with industry contacts to gather competitive insights and best practices. May consult to or serve on various committees and task forces.

Stays…