Client Services Insights & Reporting Analyst, Global Asset Management

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The Insights & Reporting Analyst supports the BMO Investment Funds Group Contact Centre's reporting, analytics, and operational insight needs across service delivery, workforce management, and omnichannel performance.

Working closely with service leaders and other stakeholders, the analyst will assist in the development and maintenance of reports, dashboards, and analytical tools that help monitor performance, identify trends, and support business initiatives. The successful candidate will contribute to building a data-driven culture by helping answer business questions through data analysis, reporting, and visualization while providing actionable insights to support continuous improvement.

Key Responsibilities

• Develop, maintain, and enhance dashboards, reports, and scorecards that provide insights into contact centre operations, workforce performance, service levels, and individual agent results.
• Gather, analyze, and interpret data from multiple systems to identify trends, risks, opportunities, and key performance drivers that support informed business decisions.
• Analyze service operations, including productivity, quality, workforce, and customer experience metrics, to identify opportunities for operational improvements and enhanced client outcomes.
• Support forecasting, workforce planning, scheduling, and capacity management activities through data analysis and reporting.
• Retrieve, consolidate, and manage data from a variety of sources while ensuring data quality, integrity, and consistency across reporting environments.
• Conduct impact assessments and post-implementation reviews to evaluate the effectiveness of operational initiatives and business changes.
• Monitor performance trends and provide insights and recommendations to improve operational efficiency and service delivery.
• Partner with stakeholders to understand business priorities and reporting requirements, ensuring solutions align with organizational objectives.
• Assist in gathering and documenting business requirements to support technology enhancements, operational initiatives, and reporting improvements.
• Prepare and deliver regular and ad hoc reports, ensuring information is accurate, timely, and presented in a clear, meaningful, and actionable format.
• Support continuous improvement initiatives by identifying opportunities to streamline reporting processes, automate manual tasks, and enhance analytics capabilities.
• Perform other related duties and responsibilities as assigned.

Qualifications & Skills

• Minimum 2 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Experience working with data and producing reports, dashboards, or analysis to support business decisions.
• Advanced Microsoft Excel skills as well as knowledge and experience in visualization tools, particularly Power BI
• Experience working with AWS-based data environments is preferred.
• Experience in a service operation, contact centre, customer experience, or workforce management environment is preferred.
• Strong analytical and problem-solving skills
• Excellent communication skills
• Strong attention to detail and commitment to data accuracy and quality.
• Ability to work independently while collaborating effectively across teams.
• Creative thinker who can recommend practical solutions and contribute to process improvements.

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.