Head, Virtual Banking

Address:

Lead the future of Virtual Banking at BMO. Reporting to the SVP & Head, Virtual Connect, the Head Virtual Banking will shape and execute the strategy for a newly created business focused on delivering exceptional client experiences across Estates Centre of Excellence, Virtual Branch, and Welcome Advisors.

This senior leader will oversee a large-scale operation (300+ FTE) while driving transformational change, strengthening enterprise partnerships, advancing sales and service outcomes, and creating a more integrated, client-centric banking experience for BMO.

Key Expectations

Set and Execute the Strategic Vision

• Define and deliver the long-term vision for Virtual Banking, aligning strategy, investments, and priorities to drive sustainable growth, client relevance, and enterprise value.

Deliver Exceptional Client Outcomes

• Champion a seamless One Client experience across virtual and physical channels, continuously improving client journeys, satisfaction, loyalty, and advocacy.

Drive Sustainable Business Growth

• Lead sales, service, and referral strategies that accelerate revenue growth, deepen client relationships, increase share of wallet, and expand market opportunities.

Lead Large-Scale Operational Excellence

• Oversee a complex, customer-facing operation, balancing client experience, productivity, efficiency, service quality, expense management, and business performance.

Transform the Business for the Future

• Lead enterprise transformation initiatives, modernize operating models, and advance digital, automation, and technology capabilities that improve outcomes for clients and employees.

Build Strategic Enterprise Partnerships

• Establish trusted relationships across Retail Banking, Wealth, Product, Technology, and corporate functions to deliver integrated solutions and achieve shared business objectives.

Leverage Data to Drive Performance

• Use client, sales, operational, and workforce insights to inform strategic decisions, improve performance, identify emerging opportunities, and proactively address risks.

Develop High-Performing Leaders and Teams

• Build an inclusive, accountable culture that attracts, develops, and retains top talent while strengthening leadership capability, succession depth, and employee engagement.

 Act as a Trusted Enterprise Leader and Advisor

• Influence senior stakeholders, shape enterprise priorities, provide strategic counsel, and drive alignment on key business decisions and initiatives.

Protect the Bank While Enabling Growth

• Ensure a strong risk and control environment by embedding regulatory compliance, governance, operational resilience, and sound risk management into all business decisions.

What Success Looks Like

A highly successful Head of Virtual Banking creates a culture of accountability and innovation, delivers industry-leading client experiences, drives profitable growth, develops exceptional leaders, strengthens enterprise partnerships, and transforms the business while maintaining a strong risk and control environment.

Top Qualifications & Leadership Capabilities

Deep Expertise in Large-Scale Customer Operations

• 9+ years of extensive leadership experience in contact centers, retail banking, and customer-facing operations, with deep understanding of sales, service, workforce management, operational performance, and client experience.  Proven ability to turn data analytics and insights into action and outcomes.

Proven Enterprise Leadership and Transformation Experience

• Demonstrated success leading large-scale organizations through transformation, operating model evolution, digital modernization, and organizational change while delivering measurable business results.  Exceptional ability to influence senior leaders, build enterprise alignment, and lead complex initiatives across multiple business groups without direct authority.

Strategic and Commercial Acumen

• Strong track record of driving business growth, improving profitability, expanding client relationships, and identifying opportunities in a rapidly evolving competitive and regulatory environment.

Talent Builder and People Leader

• Experience leading large, geographically dispersed teams while building high-performing cultures, developing future leaders, driving employee engagement, and strengthening succession pipelines.

Risk, Regulatory, and Governance Expertise

• Strong understanding of regulatory requirements, operational controls, audit and compliance expectations, and risk management practices within a highly regulated financial services environment.

Base salary range of $160,000 - $200,000

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.