Director, Journey Enablement, Assisted Servicing & Collections
BMO — Toronto, ON, CAN
Posted 2026-10-02
Application Deadline: 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, f