Coach, Virtual Connect - Bilingual

Role Description

Trains and mentors employees to develop the core capabilities required to perform in the Virtual Connect environment. Identifies opportunities to improve individual performance. Continuously looks for opportunities to improve efficiency through improving employee performance. Assesses and improves skills with the aim to drive revenue, sales and productivity, and to enhance the customer experience.

• Acts as a trusted advisor to assigned business/group/program.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Assists in the development of strategic plans and provides coaching support during and after training.
• Identifies emerging issues and trends to inform decision-making.
• Helps determine business priorities and best sequence for execution of business/group strategy.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Monitors and tracks performance, and addresses any issues.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Provides input into the planning and implementation of operational programs.
• Executes work to deliver timely, accurate, and efficient service.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Provides support to BMO employees including answering questions and providing product knowledge and skill development as needed.
• Troubleshoots and resolves problems adhering to policies and operating guidelines/authorities.
• Provides on the job training, coaching, and guidance as needed.
• Reviews work outputs and provides input on employee performance.
• Enforces operational standards and policies with the aim to minimize risk and maximize efficiency.
• Protects the Bank's assets and complies with all regulatory, legal, and ethical requirements.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
• Provides specialized consulting, analytical and technical support.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications

• Typically between 5 - 7 years of relevant experience and/or certification in related field of study or an equivalent combination of education and experience.
• Leadership experience at BMO.
• Coaching certification is preferred.
• Knowledge of BMO banking products – In-depth.
• Knowledge of Sales/Service Operations – In-depth.
• Coaching skills – In-depth.
• Deep knowledge and technical proficiency gained through extensive education and business experience.
• Verbal & written communication skills - In-depth - in both French and English.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.
• You're fluent in French and English to support business operations outside the province of Quebec.

Requirements

• Salary: $69,000.00 - $129,000.00
• Pay Type: Salaried

Benefits

• Performance-based incentives
• Discretionary bonuses
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans