BMO Service Transformation Manager

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Business Enablement BMO Service Transformation Manager (Assistant Dir)
 

The Opportunity:   
We are seeking a highly skilled and motivated Service Transformation Manager to join the Methods and Tools team in the Business Management Office (BMO). The Service Transformation Manager will be responsible for managing the transformation of BMO service delivery through the identification, development and management of the methodologies, processes and tools that enable BMO services. This role focuses on improving efficiency, simplifying processes, enhancing customer experience, enabling scalability, and driving innovation in service processes & methods. As a horizontal function across the BMO, this role will oversee the strategic transformation of services, processes and methods across the three functions. This role involves analyzing and documenting current service processes, identifying areas for improvement, and implementing innovative solutions to enhance service efficiency and customer satisfaction.

Key Responsibilities: 

• Planning & Vision:
  • Develop and implement service transformation strategies that align with the organization's overall goals. 
  • Identify areas for improvement and innovation in service delivery. 
  • Define and communicate the vision for future service offerings. 
• Project Management:
  • Oversee the planning, execution, and delivery of service transformation projects. 
  • Manage project timelines, budgets, and resources. 
  • Ensure projects are delivered on time and within budget. 
• Change Management:
  • Lead and facilitate change management efforts to ensure smooth transitions and minimize disruption. 
  • Communicate changes effectively to all stakeholders. 
  • Address resistance to change and ensure employee buy-in. 
• Process Improvement:
  • Analyze existing service processes and identify areas for optimization. 
  • Develop and implement process improvements to enhance efficiency and effectiveness. 
  • Define and manage interfaces with other service processes.
  • Monitor and measure the performance of service processes. 
• Service Integration:
  • Evaluate and recommend new services & processes to support service transformation initiatives. 
  • Define overall roster of BMO services, methodologies and tools that support the BMO, this includes core service definitions and tool requirements
  • Manage the implementation & enablement of new services, processes and tools within the BMO  
  • Ensure that  methods and solutions are aligned with business needs. 
• Stakeholder Management:
  • Build and maintain strong relationships with key stakeholders. 
  • Communicate project progress and updates to stakeholders. 
  • Address stakeholder concerns and issues. 
• Data Analysis & Reporting:
  • Collect and analyze data to track service performance and identify areas for improvement. 
  • Prepare reports and presentations to communicate findings and recommendations. 
  • Use data to make informed decisions about service transformation initiatives. 

Skills and Attributes for Success: 

• Experience in defining and managing core methodologies and processes within a business management office. 
• Ability to ensure methodologies are pragmatic, fit for purpose, and aligned with shared toolsets. 
• Strong understanding of financial management processes, including planning, forecasting, and product TCO. 
• Capability to partner across various functions to develop and syndicate ideas and change  
• Experience in defining, syndicating, and marketing core service definitions and offerings. 
• Strong decision-making capabilities.
• Proficiency in managing multiple projects simultaneously.
• Experience with project management methodologies (e.g., Agile, Waterfall).
• Strong ability to analyze data and identify trends.
• Proficient in problem-solving and critical thinking.
• Excellent verbal and written communication abilities.
• Ability to present ideas clearly to various stakeholders.
• Strong relationship-building skills.
• Ability to work collaboratively with cross-functional teams.
• Ability to navigate resistance and foster acceptance of new processes.
• Strong understanding of customer needs and expectations.
• Ability to design services that enhance customer experience.
• Ability to align service transformation initiatives with organizational goals.
• Ability to identify inefficiencies and implement effective solutions.
• Flexibility to adapt to changing circumstances and priorities.
• Willingness to learn and embrace new technologies and processes.
• Focus on achieving measurable outcomes and continuous improvement.
• Ability to set and meet performance targets.

Qualifications: 

• Bachelor’s degree in business administration, Finance, Information Technology, or a related field. 
• Minimum of 5-7 years of experience in service management, transformation, or a related field.
• Proven track record of leading successful service transformation initiatives.
• Proven experience in managing methodologies, processes, and tools within a business management or similar function. 
• Strong understanding of current business management processes leveraged to maintain the rhythm of the business - financial management processes, including planning and forecasting, engagement code management, etc.
• Proficiency in using service management and project management software tools.
• Familiarity with data analytics tools and techniques.
• Excellent project management skills with the ability to manage multiple priorities and deadlines. 
• Lean Six Sigma certification or similar qualifications in process improvement methodologies a plus.
• Strong analytical and problem-solving skills. 
• Excellent communication, negotiation, and interpersonal skills, with the ability to collaborate effectively across functions. 
• Ability to develop and syndicate strategic visions and roadmaps. 
• Experience in defining and marketing service offerings and value propositions. 
• Prior experience in a Professional Services Firm is highly desirable. 

What We Offer:

Join our global team as the BE BMO Service Transformation manager and leverage the opportunity to grow and drive your career forward in a supportive and dynamic environment. Benefit from our comprehensive benefits package, designed to promote your physical, emotional, financial, and social well-being. Enjoy continuous learning opportunities, transformative leadership development, and a diverse and inclusive culture that encourages you to be your authentic self and make a meaningful impact.

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