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BMO U.S.
BMO U.S.
5.001 – 10.000 Angajați
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BMO U.S. este o companie diversificată de servicii financiare cu sediul în Statele Unite, care deservește persoane fizice, întreprinderi mici și companii mari. Oferta sa include servicii bancare pentru persoane fizice și companii, credite ipotecare, investiții, planificare financiară, asigurări, administrarea patrimoniului, creditare comercială și credite ipotecare comerciale. Compania sprijină, de asemenea, serviciile bancare digitale și transfrontaliere, precum și activități de administrare a activelor și pe piețele de capital. Modelul său operațional extins creează oportunități în domeniul serviciilor financiare, al tehnologiei bancare, al asistenței pentru clienți, al finanțării comerciale și al funcțiilor corporative conexe.
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AI Operations Manager, Remote in Canada

Manage and improve AI capabilities for BMO Virtual Connect’s contact centre. The role covers operational oversight, strategic planning, reporting, risk governance, and customer experience.

CACanada
70.000 $ – 150.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăInteligență artificială
Cloud

Descriere

  • Oversee and optimize AI capabilities and their operational governance in BMO’s Virtual Connect contact centre.
  • Help the Platform Product Owner deliver AI initiatives for Virtual Connect.
  • Assess business results, operating conditions, and emerging AI trends to inform plans and recommendations.
  • Track objectives and assist with attestations and reporting.
  • Prepare consistent communications for leadership.
  • Advise the assigned business group on AI strategy and planning.
  • Plan AI Operations work and strategic initiatives.
  • Set priorities and support strategic management needs.
  • Work with stakeholders to define key initiatives and priorities.
  • Influence and negotiate to advance business objectives.
  • Analyze issues and business impacts, then recommend and implement solutions.
  • Contribute to operational program planning and delivery.
  • Support strategic initiatives with internal and external stakeholders.
  • Analyze strategic challenges and data to develop insights and recommendations.
  • Independently review and resolve strategic issues.
  • Track performance and address emerging issues.
  • Create regular and ad hoc reports and dashboards.
  • Build stakeholder relationships and maintain alignment.
  • Handle service and customer complaint escalations to improve customer experience.
  • Use tools such as customized exception and tracking reports to manage information.
  • Provide specialized consulting, analytical, and technical assistance.
  • Identify and resolve problems within established guidelines.
  • Apply BMO’s Risk Management Framework and make risk-informed decisions.

Cerințe

  • Bring typically five to seven years of relevant experience.
  • Have a post-secondary degree in a related field, or an equivalent combination of education and experience.
  • Demonstrate deep knowledge and operational proficiency gained through education and business experience.
  • Experience with AI-enabled contact centre operations or cloud platforms such as Amazon Connect is an asset.
  • Show strong verbal and written communication skills.
  • Bring strong collaboration and teamwork skills.
  • Apply strong analytical and problem-solving skills.
  • Demonstrate strong influencing skills.
  • Make data-informed decisions.
  • Be available Monday to Friday, 9 a.m. to 5 p.m. Eastern Time.
  • Manage operational and compliance risks and follow applicable policies, laws, and regulations.

Beneficii

  • Health insurance
  • Tuition reimbursement
  • Accident and life insurance
  • Retirement savings plans
  • Performance-based incentives
  • Discretionary bonuses
  • Other perks and rewards
  • In-depth training and coaching
  • Manager support
  • Network-building opportunities
  • Tools and resources to reach new milestones
  • Accommodations available on request during the selection process

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