Manager, Value at Risk; HVAR

Final date to receive applications

03/17/2026

VIRTUAL
61 - REMOTE/TELETRAVAIL - QC - BMO

Customer Shared Services

Lead and develop a team of ~16 High-Risk, frontline agents responsible for collecting high-risk, past-due accounts. Provide strategic leadership through coaching, performance management, and training to ensure quality, productivity, and collection effectiveness.

Understand customer needs and provides collections-related sales and service to BMO customers or prospects. Advises customers on payment solutions in accordance with approved procedures. Blended Inbound/Outbound, Contact centre environment, 7
-day operation serving customers from 8:00 am to 9:00 pm local time Mon – Saturday and Sundays from 1:00 pm to 5:00 pm local time . Teams serve customers in English and French.

• Oversees a specialized teams including High Risk Operations, Dialer, High Value at Risk, and Secured/Unsecured Collections.
• Manage collections across diverse products which have been identified as High-Risk
• Foster a culture aligned with BMO’s purpose, values, and strategy.
• 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.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• 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.
• Delivers exceptional customer service that builds trust through expertise, responsive service and support.
• Addresses the most complex escalated customer requests and transactions.
• Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.
• Executes established loss mitigation processes/procedures for the resolution of non-performing and high-risk accounts.
• Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.
• Set clear goals, define outcomes, and ensure accountability.
• Build collaborative, high-performing teams and support career development.
• Recognize and reward performance, coach for growth, and address underperformance.
• Deliver exceptional customer service and resolve complex escalations.
• Act as a subject matter expert on relevant policies and regulations.
• Conduct audits, spot checks, and performance reviews.
• Lead change management initiatives and strategic projects within Collections.
• Stay current on industry trends and integrate best practices.
• Drive continuous improvement to enhance efficiency and effectiveness.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.
• Utilizes strong negotiation skills and interpersonal skills, while adhering to all applicable guidelines, requirements and regulations.
• Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Completes report audits and spot checks as required.
• Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.
• Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high-risk accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high-risk loans in order to offer default / foreclosure alternatives and minimize losses.
• Follows documented policies and procedures to execute transactions,…