Managing Director, Head U.S. Lending Operations

Application Deadline : 12 / 19 / 2025

Address : 320 S Canal Street

Job Family Group : Customer Shared Services

Provides leadership, direction, and ongoing management for U.S. P&BB Lending Operations, supplying back‑office processing and after‑sales support to retail and business banking customers for U.S. lending products. The unit delivers the highest level of customer service efficiently while maintaining adherence to risk and control frameworks. It manages a diverse team across multiple locations and continually seeks opportunities to improve efficiency and productivity (technology, people, and process) to create sales capacity in customer‑facing channels.

Dually reports to the Head, NA P&BB and Wealth Management Operations and the U.S. Chief T&O Officer, and is accountable for executing decision rights outlined in the U.S. T&O Decision Rights Matrix. Responsibilities include recommending, providing input, and making governance decisions that align with the Enterprise Operations strategy and the bank’s U.S. operating principles.

This role oversees U.S. Retail Lending, Business Lending, and Business Process Outsourcing (BPO) Operations, providing back‑office processing and after‑sales support for the bank’s retail and small‑business lending operations in the United States. It also manages operational and call‑center support for loans and deposits to external clients of U.S. P&BB.

Accountabilities

• Develop and implement the business strategy for U.S. Personal and Business Banking Lending Operations; ensure delivery aligns with NA P&BB and Wealth Management Operations strategy and contributes to operational excellence, service consistency, innovation, and cost containment.
• Provide day‑to‑day management of service delivery, including financial control management.
• Act as a key member of the NA P&BB and Wealth Management Operations senior leadership team, contributing to strategic direction and determining processing, operational, organizational, human resource, and funding implications.
• Participate in multiple initiatives, supporting due diligence activities, mitigating risk, addressing obstacles, achieving milestones, and ensuring legal and regulatory considerations are addressed.
• Recommend organizational structure, operations principles, and locations to achieve efficient operations and define the optimal end‑state operating model.
• Partner with technology to oversee implementation of technology changes and upgrades in U.S. P&BB Lending Operations.
• Identify opportunities to enhance the performance and productivity of the service organization, leveraging best practices applicable to U.S. P&BB Lending Operations.
• Lead change initiatives, overseeing the implementation of technological, procedural, and organizational changes to enhance service delivery.
• Ensure delivery adheres to service level agreements established with business partners.
• Serve as a key point of contact for business partners, facilitating early detection of operational issues and mitigating financial or customer service concerns.
• Escalate critical processing problems and support the development of solutions.
• Safeguard bank and customer assets handled by U.S. P&BB Lending Operations by implementing and adhering to controls.
• Define efficient work processes and standardization opportunities, considering North American best practices and automation / outsourcing opportunities.
• Implement effective escalation and recovery processes to manage unplanned service disruptions, ensuring risk management strategies and processes protect customer transactions.
• Maintain relationships with key stakeholders within the bank and third parties involved in Personal and Business Banking Lending Operations.
• Collaborate with lines of business to identify process improvement opportunities.
• Maintain relationships with corporate compliance, legal, and lending leaders to ensure regulatory compliance.
• Maintain external networks with competitors, strategic vendors, and consulting firms to monitor market developments and best practices.
• Maintain relationships with U.S. regulators to ensure ongoing compliance with federal and local regulatory bodies.
• Promote and support the bank’s risk culture, ensuring employees understand their risk responsibilities and promoting open communication.
• Ensure risk‑taking activities remain within the bank’s risk appetite framework and comply with regulatory requirements.
• Role‑model continuous improvement and simplicity across groups, driving productivity enhancements.
• Activate a winning culture aligned with Purpose, igniting engagement and aligning culture to strategy.
• Foster diversity, equity, and inclusion, creating an inclusive environment for all employees.
• Develop leaders, plan for succession, and foster a high‑performance culture.
• Drive top‑talent acquisition and retention, building organizational capabilities for competitive advantage.
• Lead and mentor a team with diverse risk and business experience, skills, and orientation.
• Promote and reinforce the bank’s Ambition, modeling One Bank leadership and driving sustainable improvements in customer loyalty and business growth.
• Identify and address U.S. matters with material impact on Technology & Operations, including business performance, risk, legal, regulatory, talent management, and technology & operations.
• Contribute to sustaining the U.S. Governance Model within Technology & Operations, ensuring appropriate information flow and escalation.
• Participate as a member of U.S. management committees as instructed.
• Lead and participate in Line of Business or Corporate Function leadership forums, developing and using key metrics.

Qualifications

Please note the base salary range for this position is USD $240,000.00 to USD $270,000.00.

Salary

Pay Type : Salaried

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. Commission structure may be applicable, and for part‑time roles the salary will be pro‑rated. For commission roles, the listed salary represents BMO Financial Group’s expected target for the first year.

BMO Financial Group’s total compensation package may include performance‑based incentives, discretionary bonuses, and 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 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 and broaden your skillset.

To find out more visit us at BMO Careers .

Equal Employment Opportunity

BCM is proud to be an equal employment opportunity employer. We evaluate applicants without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristics. We also consider applicants with criminal histories, consistent with applicable federal, state and local law.

BCM is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e‑mail to BMOCareers.Support@bmo.com and let us know the nature of your request.

Recruitment Notice

BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO 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.

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