Senior Manager, Collections Call Center (LVAR/MVAR)

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Why this role matters

This is a high-impact leadership role at the centre of where customer experience, risk, and performance intersect.

You will lead a large, performance-critical portfolio of complex, high-risk accounts, where your decisions directly influence customer outcomes, business performance, and enterprise risk. This role offers the opportunity to shape how collections operates—not just execute within it.

You’ll bring together people leadership, operational excellence, and strategic thinking to elevate performance, strengthen engagement, and drive meaningful, sustained results.

The Opportunity

· Lead a high-visibility portfolio with direct impact on enterprise performance and customer outcomes

· Play a key role in evolving collections strategy and improving performance consistency and intensity

· Influence how we balance customer experience, risk, and operational effectiveness

· Partner across the organization to shape priorities, challenge thinking, and drive alignment

· Operate beyond your immediate team to contribute to broader transformation and enterprise conversations

Our Leadership Approach

· We lead through transparency, trust, and accountability

· We encourage open dialogue, challenge, and continuous improvement

· We prioritize employee engagement and inclusive leadership

· We expect leaders to own outcomes, think strategically, and elevate those around them

What you’ll lead and deliver

Lead and Inspire a High-Performing Team

· Build and sustain a strong, inclusive, and performance-driven culture

· Set clear expectations, drive accountability, and coach leaders to perform at a high level

· Attract, develop, and retain talent while building leadership depth—not just team capability

· Create an environment where performance and engagement reinforce each other

Own and Drive Operational Performance

· Accountable end-to-end for performance across your portfolio

· Lead day-to-day collections operations with a focus on consistency, intensity, and results

· Identify performance gaps and take decisive action to close them

· Ensure execution aligns with service levels, policies, and operational standards

Shape Strategy and Influence Outcomes

· Act as a trusted advisor to senior leaders, shaping decisions with data and insight

· Translate operational experience into clear strategic recommendations and priorities

· Lead initiatives that improve performance, efficiency, and customer outcomes

· Influence cross-functional partners to drive alignment and shared accountability

Lead Change and Continuous Improvement

· Champion and deliver change initiatives from concept through sustainment

· Challenge the status quo and identify better ways of working

· Drive adoption through clear, effective communication and leadership presence

· Embed a mindset of continuous improvement, adaptability, and innovation

Strengthen Risk and Control Discipline

· Lead with a strong risk mindset, ensuring effective controls and compliance

· Make sound, risk-informed decisions that balance business outcomes and protection

· Navigate complex and ambiguous situations with judgment, structure, and confidence

Leverage Data to Drive Better Decisions

· Use data to understand performance drivers and inform action

· Strengthen reporting and insights to improve visibility and accountability

· Translate data into clear, practical decisions that drive outcomes

What you’ll focus on early

· Build a deep understanding of portfolio performance drivers and team capability

· Establish trust and credibility with your team and key partners

· Identify opportunities to improve consistency, intensity, and performance outcomes

· Begin shaping and executing targeted improvements across the portfolio

What success looks like

· A high-performing, engaged leadership team with strong bench strength

· Sustained improvements in portfolio performance and operational effectiveness

· Increased consistency and clarity across teams and business units

· Strong influence across the organization, shaping decisions and direction

· A culture where accountability, engagement, and results are tightly aligned

The Leader We’re Looking For

· Brings energy, presence, and clarity in how they lead

· Is comfortable challenging thinking and driving accountability at all levels

· Builds trust quickly while maintaining high performance expectations

· Leads with data, judgment, and a strong sense of ownership

· Creates clarity in ambiguity and elevates those around them to perform at a higher level

What you’ll own vs. influence

You will own

· End-to-end portfolio performance

· Team engagement, capability, and leadership development

· Execution of operational strategy

You will influence

· Broader collections strategy

· Cross-functional prioritization and decision-making

· Change, transformation, and continuous improvement initiatives

What you bring

· 7+ years of relevant experience in collections, operations, or financial services

· Proven ability to build and lead high-performing teams

· Experience influencing senior stakeholders and driving alignment

· Demonstrated success leading through change and improving performance

· Strong analytical capability with the ability to translate insights into action

· Comfort navigating complex, fast-paced, and ambiguous environments

This role is for you if…

· You are energized by accountability, complexity, and meaningful impact

· You want to shape performance—not just manage it

· You are motivated to build leaders, not just teams

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.