Director, Client Operations, Risk & Complexity Enablement

Final date to receive applications:10/08/2026

Address:

VIRTUAL
59 - REMOTE/TELETRAVAIL - ON - BMOJob Family Group:

Customer Solutions Director, Client Operations, Risk & Complexity Enablement Operationalizes, governs and sustains change.

MANDATE Leads the end-to-end Investor Line operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness.

Drives continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement.

Leads business operations, risk, fraud, regulatory and complex client resolution capabilities. Partners with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines.

CORE

ACCOUNTABILITIES Operational Excellence & Service Delivery
· Owns the service engine and operating performance across assigned Investor Line operations and specialized support capabilities.
· Sets expectations and operating rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance.
· Monitors demand, capacity, service levels and emerging issues, and leads interventions to stabilize performance and meet commitments.
· Owns operational readiness for launches, market events, volume surges and service disruptions, including contingency and recovery plans.
· Drives root-cause discipline for recurring issues and ensures corrective actions are measurable, owned and sustained.

Risk, Regulatory & Complex Client Resolution
· Owns governance and resolution for escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions requiring senior or cross-functional action.
· Establishes decision rights, escalation paths, service standards, playbooks and specialist support for complex matters.
· Uses patterns from escalations, exceptions and complaints to prevent recurrence through process, policy, control or training improvements.
· Balances client outcomes, regulatory obligations, operational feasibility and risk appetite when resolving non-standard situations.
· Embeds risk and control requirements into workflows, technology changes, procedures, training and performance routines.
· Partners with Risk, Compliance, Legal, Audit, Wealth Operations and Technology to interpret requirements, remediate issues and evidence closure.

Operational Adoption & Service Enablement
· Translates approved modernization priorities into operational requirements, implementation plans and readiness milestones.
· Owns frontline readiness, capacity, procedures, training, coaching, controls and launch execution.
· Establishes adoption measures and adjusts workflows, capacity, training or controls when results are below expectations.
· Ensures new capabilities are embedded into operating routines and sustained after launch.
· Measures operational benefits, control effectiveness, employee adoption and client impact, and provides results to the portfolio owner.
· Partners with Product, Technology & Operations, AI, Data & Analytics and Virtual Connect teams to simplify work and increase scalability.

Operational Planning, Insights & Governance
· Leads operational planning, workforce forecasting, financial management, portfolio governance and performance reporting.
· Integrates multiple data sources to provide performance insights, scenarios and recommendations to the Head and senior leaders.
· Aligns resources to the highest-value operational needs and supports business cases and priority programs.
· Establishes concise dashboards and forums to track…