Customer Service & Support Jobs in Toronto, Canada (Now Hiring) — 1,782 open — Page 57

07/16/2026

Address:

33 Dundas Street WestCustomer Solutions

The Manager, Policy Strategy is accountable for the development and maintenance of market relevant Product Policies & Programs with the view to simplify and balance risk with opportunity taking into consideration our customer needs, regulatory requirements, and the competitive landscape.   Within the Bank’s policy framework, this role will create and apply new tools, policies and processes that provide differentiation and a competitive advantage for the Bank.

The mandate covers all aspects of the retail lending control framework for all personal lending activities related to real estate secured lending, unsecured and non-real estate secured lending products & programs.  This includes first level management of exceptions to policy in a manner that ensures an appropriate risk/return.

As a subject matter expert, the Manager, Policy Strategy will participate across multiple initiatives and play a key role in providing product expertise and opinion to identify upstream and downstream impacts to business, employee and customer as well as ensure alignment to product strategy & risk appetite.  Participation may include support with analysis and development of responses and implementation of remediation plans on internal/external audit and regulatory examinations.

Key Accountabilities

70% A Policies/Processes

15% B Compliance

15% Risk Management and Control

ACCOUNTABILITIES

A. Policies/Processes

• Helps determine business priorities and best sequence for execution of business/group strategy
• Leads/participates in the design, implementation and management of core business/group policies, processes & programs to optimize risk/return, including leading the development of tools, and methods to support the achievement of the business agenda.
• Researches existing or emerging industry/regulatory requirements & related best practices to assist and develops recommendations for changes/enhancements.
• Maintain market knowledge through networking with other financial institution to ensure BMO policies are competitive (at parity with industry where it is not industry leading).
• Conducts independent analysis of issues and the implications for the business and recommends solutions based on an understanding of the business strategy and stakeholder needs.
• Focus on rationalizing/simplifying our current lending policies through maintaining a working knowledge of other financial institutions’ policies by establishing networks with other financial institutions’ policy teams, and developing lending employee panels to ensure we remain competitive in the current marketplace. 
• Provide subject matter expertise to Technology and Operations and Credit System Management and STRATA teams to design and implement end-to-end product processes and documents that ensure the effective and efficient delivery of products.
• Builds effective relationships with internal/external stakeholders to influence and negotiate to achieve business objectives and ensures alignment between stakeholders.
• Leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives to positively influence or change behaviour
• Works independently and regularly handles non-routine situations.
• Broader work or accountabilities may be assigned as needed.

B. Compliance

• First level escalation for requested exceptions to policies by branches to ensure risk/return is acceptable and a high level of positive customer service is maintained.
• Provide subject matter expertise on all product related initiatives involving regulatory requirements, including recommending changes to policies to support overall business goals.
• Assists with the interpretation of new or changing regulations and assessing impacts to the governance frameworks.
• Represent product policy and provides support during internal/external regulatory audits and/or examinations.
• Develops and maintains in-depth knowledge of business and related risk management requirements and legislative/regulatory directives and guidance.

C. Risk Management and Control

• Ensure the interests of P&C Canada are effectively represented on current risk profiles and practices.
• Act as broker between Product teams and P&C Risk to ensure all concerns, issued and opportunities are identified and addressed.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Guides/assists in the identification and classification of emerging issues and trends to inform decision making
• Identifies where corrective actions are required and escalates per guidelines; ensures corrective action is taken as necessary
• Identifies, develops and administers control framework activities for adherence to all policies, procedures and established processes;

Provides input into the planning and implementation of ongoing operational programs in support of the retail control framework

Knowledge & Skills

Knowledge:

• Graduate degree or equivalent plus 8 - 10 years experience within the financial/technology sector
• Knowledge of lending and credit risk and the associated processes and policies including Home Financing Fulfillment practices (LPGs/SOPs)

Skills:

• Analytical and problem solving skills (In-depth)
• Knowledge of industry practice (Working)
• Change Leadership (Working)
• Process Co-ordination and Management (Working)
• Knowledge of lending systems CCAPS, CFS (In-depth)
• Knowledge of product systems MDIF, NCCS, MECH (Basic)
• Risk Management (Working)
• Understanding/working knowledge of consumer credit practices (In-depth)
• Influence skills (In-depth)
• Data driven decision making (Working)
• Customer Conversations (In-depth)
• Verbal & written communications skills (In-depth)
• Project Management (Basic)
• Microsoft Suite including Excel and PowerPoint proficiency (Working)

$69,000.00 - $129,000.00Salaried

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.