Senior Advisor, AI Enablement - Customer Service & Implementation

Overview

Application Deadline : 10 / 01 / 2025

Address : 320 S Canal Street

Job Family Group : Strategy & Change

We're looking for a curious, driven, and collaborative individual to help accelerate the use of AI across our customer service and implementation organization. In this role, you'll lead initiatives that bring AI-powered solutions to life—enhancing customer experiences, improving operational efficiency, and enabling smarter decision-making. You'll work closely with partners in Technology, Risk, Data Governance, and other teams to ensure solutions are well-designed, responsibly implemented, and aligned with our broader goals. This is a hands-on role for someone who enjoys solving complex problems, influencing outcomes, and shaping how AI is used in real-world service and implementation environments.

Responsibilities

• Lead the development and execution of AI initiatives that enhance service delivery, onboarding processes, and customer engagement.
• Partner with Technology, Risk, Data Governance, and other stakeholders to ensure responsible and effective implementation of AI solutions.
• Identify and prioritize opportunities for AI-driven automation, decision support, and personalization.
• Guide teams through the adoption of new tools and practices, building readiness and capability for AI-enabled operations.
• Stay abreast of emerging trends and technologies to inform strategy and maintain a competitive edge.
• Designs, develops, tests, implements, measures and manages processes that reflect current business strategy and requirements and support the desired customer experience; processes may relate to fulfillment, operations, services, sales, etc.
• Provides strategic input into business decisions as a trusted advisor and makes recommendations to senior leaders on strategy and new initiatives based on in-depth understanding of the business / group.
• Acts as a subject matter expert on relevant regulations and policies; may network with industry contacts for insights and best practices; stays abreast of industry trends through benchmarking and associations.
• Influences and negotiates to achieve business objectives; assists in developing strategic plans; identifies emerging issues to inform decision-making.
• Manages resources and leads execution of strategic initiatives to deliver business and financial goals; develops business cases and determines priorities and sequencing of strategy execution.
• Performs independent analysis, resolves strategic issues, and serves as a prime subject matter expert for internal / external stakeholders.
• Monitors performance, addresses issues, and produces regular / ad-hoc reports and dashboards.
• Leads change management programs (readiness, planning, stakeholder management, execution, evaluation, sustainment) and develops communication strategies to influence behavior.
• Defines frameworks for managing processes, policies, or procedures; leads execution of operational programs and ensures quality of execution.
• Develops and manages information management systems; improves processes, analysis, and reporting; reviews outputs for workflow implications.
• Collaborates in design, implementation, and management of core business processes; ensures processes meet risk, regulatory, and compliance requirements.
• Streamlines and continuously improves processes; documents processes (flows, playbooks, etc.) for vetting and implementation with stakeholders; ensures standards and templates are used to track compliance and effectiveness.
• Looks for opportunities to automate and simplify processes; identifies high-impact improvements; maintains current process documentation for stakeholders.
• Supports management of processes using established methodologies and tools; integrates information from multiple sources to enable efficient processes and reporting.
• Participates in cross-group transformation to deliver productivity, efficiency, and improved customer / employee experience.
• Develops an understanding of organizational interactions to engage appropriate stakeholders; stays current with industry trends through associations and learning communities.
• Resolves issues raised by stakeholders; operates at a group / enterprise level as a specialist resource for senior leaders.
• Applies expertise to address unique or ambiguous situations; implements changes in response to shifting trends; broader responsibilities may be assigned as needed.

Qualifications

Salary and Benefits

Salary : 102,000.00 - 190,000.00

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, 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'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 the global careers site : https : / / jobs.bmo.com / us / en

BMO 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.

BMO 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 email BMOCareers.Support@bmo.com with your request and contact information.

Note to Recruiters : 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. A recruiting agency must have a valid, written contract to submit resumes.

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