Director, Client Operations – Risk & Complexity Enablement

BMO U.S.

. Lead the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness .

Posted 9/25/2026full-timeRemote • CanadaLead💰 CA$120,000 - CA$215,000 per yearWebsite

About the role

Key responsibilities & impact

Lead the end-to-end InvestorLine operations ecosystem, with accountability for operational excellence, service resilience, risk management, complex client outcomes and execution readiness
Drive continuous improvement across servicing capabilities, controls, workforce effectiveness and operating performance through digital enablement, analytics and process improvement
Lead business operations, risk, fraud, regulatory and complex client resolution capabilities
Partner with the Director, Client Journey, Growth & Modernization to embed approved priorities into frontline execution, controls, training and sustained operating routines
Own service-engine performance and operating performance across assigned InvestorLine operations and specialized support capabilities
Set expectations and operating rhythms for service, productivity, quality, client outcomes, workforce effectiveness and financial performance
Monitor demand, capacity, service levels and emerging issues, leading interventions to stabilize performance and meet commitments
Own operational readiness for launches, market events, volume surges and service disruptions, including contingency and recovery plans
Govern and resolve escalations, complaints, fraud events, regulatory concerns, order-execution issues, non-standard transactions and policy exceptions
Establish decision rights, escalation paths, service standards, playbooks and specialist support for complex matters
Embed risk and control requirements into workflows, technology changes, procedures, training and performance routines
Translate modernization priorities into operational requirements, implementation plans and readiness milestones
Own frontline readiness, capacity, procedures, training, coaching, controls and launch execution
Lead operational planning, workforce forecasting, financial management, portfolio governance and performance reporting
Integrate data sources to provide performance insights, scenarios and recommendations to senior leaders
Establish dashboards and forums tracking commitments, operational benefits, risks, dependencies and decisions
Set expectations and build an accountable, inclusive and high-performing culture
Develop leadership capability and succession depth through coaching, feedback, development plans and talent management
Apply the Risk Management Framework, operate within approved Risk Appetite, and adhere to applicable policies, standards, procedures, laws and regulations

Requirements

What you’ll need

Typically 9+ years of relevant experience
Post-secondary degree in a related field, or an equivalent combination of education and experience
Extensive leadership experience in financial services operations, contact centre or virtual service delivery, business management, risk, regulatory programs or transformation
Expert knowledge of operational performance, workforce planning, service resilience, process improvement, controls and complex issue resolution
Strong understanding of digital servicing platforms, AI-enabled capabilities, contact centre technology and analytics
Proven success leading cross-functional initiatives, operational readiness, change adoption and sustainable benefit delivery
Strong people leadership, executive communication, influence, negotiation and relationship-management capability
Strong financial and analytical skills, including forecasting, business casing, performance measurement and data-driven decisions
Ability to lead through ambiguity and high-pressure events in a highly matrixed and regulated environment
Experience with Lean, Six Sigma, Agile, Change Management, Program Management or analytics is an asset
Client-centric, risk-aware, outcome-oriented and committed to an inclusive culture of ownership, trust and shared success

Benefits

Comp & perks

Performance-based incentives
Discretionary bonuses
Other perks and rewards
Health insurance
Tuition reimbursement
Accident insurance
Life insurance
Retirement savings plans
In-depth training and coaching
Manager support
Network-building opportunities
Accommodations available on request during the selection process