Senior Manager - Collections & Recovery

Application Deadline:09/29/2026Address:VIRTUAL13 - HomeRes - ILJob Family Group:Customer Shared ServicesCollaborates in the review and evaluation of delinquent, high risk, or written-off accounts for possible collections opportunities. Understands customer needs and provides collections-related sales and service to BMO customers or prospects. Advises customers on payment strategies and products that meet their objectives. Fulfills sales and service activities for the customer in accordance with approved procedures. Support areas may include, but are not limited to, coaching and training, quality audits, vendor management and credit collection disputes.Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.Ensures alignment between values and behaviour that fosters diversity and inclusion.Regularly connects work to BMO’s purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.Attracts, retains, and enables the career development of top talent.Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.Delivers exceptional customer service that builds trust through expertise, responsive service and support.Develops rapport and instils confidence with clients in order to develop credibility and earn their trust as relationship manager.Develops and maintains long-term, profitable relationships and expands share of wallet.Reviews and continually monitors performance of existing accounts and client relationships.Reinforces sales processes and client experiences, identifies gaps, issues and best practices through the monitoring of sales and performance targets against plans in order to create and sustain consistent superior service.Addresses the most complex escalated customer requests and transactions.Executes established loss mitigation processes/procedures for the resolution of non-performing and high risk accounts.Probes to understand customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.Integrates marketing promotions and programs into customer conversations as appropriate.Provides advice and guidance to assigned business/group on implementation of solutions.Identifies emerging issues and trends to inform decision-making.Develops action plans and solutions to maximize recovery and safeguard the Bank’s interests.Acts as a subject matter expert on relevant regulations and policies.May network with industry contacts to gain competitive insights and best practices.Helps determine business priorities and best sequence for execution of business/group strategy.Develops the business case by identifying needs, analysing potential options and assessing expected return on investment.Establishes expertise with Consumer Collections personnel as a key support contact/resource/coach with proficiency and tools to assist departments in achieving goals.Works with internal stakeholders to leverage sales, fulfillment, and referral opportunities to improve share of wallet, acquire new customers, and provide full financial services to customers.Reviews accounts and analyzes data and information to determine the probability of collection; provide insights and recommendations.Gathers and formats data into regular and ad-hoc reports, and dashboards.Completes report audits and spot checks as required.Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.Develops and executes short term tactics/plans to drive specific behaviours, activities, and results.Leads the design, implementation and management of core business/group processes.Reviews the program for effectiveness, considers industry trends and recommends enhancements; makes changes as required.Oversees the design, development, and implementation of tools and training required to deliver business results.Collaborates in efficient functioning of collections life cycle. Includes participating in the execution of established loss mitigation solutions for the successful resolution of non-performing and high risk accounts. Solutions range from various loan modification options to liquidation for borrowers with delinquent and high risk loans in order to offer default / foreclosure alternatives and minimize losses.Delivers exceptional customer service that builds trust through expertise, responsive service and support.Follows documented policies and procedures to execute transactions, activities and processes.Keeps abreast of needs of the Collectio