Manager, Customer Insights & Reporting

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The Manager, Customer Insights and Reporting is responsible for the development, production, and ownership of customer metrics and reporting across Personal banking.

The individual will have an end-to-end project accountability. Beginning with understanding the business KPIs, they will leverage expertise in process design to determine an efficient and optimal process for delivering reporting results. Development will include structuring the data flow and setting up automation. Ownership will continue post-implementation and include investigations, improvements, and partner relations.

Key Accountabilities

Analytic Capabilities & Critical Thinking

• Understand business KPIs, and relevant drivers and factors that can help reach business objectives.
• Internalize and understand the larger context of customer data elements and leverage a strong awareness of how customer and account attributes intersect.
• Analyze large, complex datasets (from multiple sources both structured and unstructured) to drive insights and recommendations.
• Be a practitioner of data best practices including QA, stable design, code optimization, and automation techniques.
• Design and improve production and ad-hoc reporting processes with the goal of optimizing consumption and performance.

Design and Delivery of Performance Reporting and Dashboards

• Responsible for performance measurement reporting and visualization that monitors overall and incremental impact of customer growth in quantity and quality.
• Lead the definition, creation and maintenance of standardized dashboards and performance reporting for Customer Insights and business partners.
• Refine design proposals in collaboration with various stakeholders in Personal banking.
• Apply thoughtful consideration to the best way to present complex materials in a consumable way.
• Create new analyses and/or tools that deliver customer insights that enable business users to further their objectives.

Leadership and Relationship Management

• Work collaboratively with other analytics teams and business subject matter experts to refine personal understanding and ensure consistency in reporting and design.
• Establish and communicate standards for accurate business requirement, technical specification and work process documentation associated with our metrics and reporting.
• Engage with business partners to ensure needs are met, update on delivery status, and provide transparency and clarity to results.
• Leverage consultative skills and knowledge of best-practices to provide guidance and consultative sessions with partners to share insights and recommendations rooted in data. Use these sessions to flag potential areas for deeper investigation, growth, or prioritization.
• Consult with and deliver results to partners within tight time constraints that consistently meet or exceed their expectations.

Risk Management

• Ensure measurement reports meet governance and risk policies and identifying opportunities and solutions for continuous improvements

Cross Functional Relationships

This job requires the incumbent to interact with the following groups and/or processes in BMO FG and relevant external stakeholders:

• Managers and Senior Managers of Line of Business including:
  • Analytics Centre of Excellence and all associated teams within
  • Canadian P & C Product groups
  • Customer Marketing
  • NA Channels
  • Technology and Operations
  • P&C Distribution - Sales & Service Divisions and North American Contact Centres

Knowledge & Skills

Knowledge

• BS/BA in Commerce, Finance, Statistics, Quantitative methods, Math, Computer Science, Marketing, or similar.
• 3+ years of applicable experience.
• Strong foundation in data and analysis.
• Ability to pull data from multiple sources and formulate comprehensive and actionable reports
• Strong analytic and pattern recognition to connect causal factors and form hypotheses.

Skills

• Expert proficiency in SQL, Excel, PPT.
• Proficiency in SAS EG coding.
• Strong communication skills (verbal & written); ability to provide concise, clear reporting, actionable analysis and presentations.
• Ability to interact with all levels of end users and technical resources.
• Experience in data visualization preferred, including visualization software such as Power BI, Microsoft Reporting Services, Spotfire or Tableau.
• Creative problem-solving skills
• A 'can-do' attitude and passion for analytics including the insight and value it can provide.
• Self-motivation and the capacity to work under pressure and tight deadlines.
• Proven ability to self-check work to ensure results are error-free
• Ability to plan, organize and work on multiple tasks simultaneously
• Technical experience working in analytical software, and business software (Excel, PowerPoint, Word)

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

We're here to help

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.