Client Services Insights & Reporting Analyst, Global Asset Management

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BMO U.S.

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛡️ Insurance

💼 Consulting

📦 Logistics

Insurance • Consulting • Logistics

BMO U. S. is a diversified financial services company operating in the United States. It offers a broad range of financial products and services including personal and business banking, mortgage services, investments, financial planning, insurance, and wealth management. Additionally, it provides commercial loans, commercial mortgages, and other financial solutions tailored for small businesses and large enterprises. The company places a strong emphasis on customer service and offers digital and cross-border banking solutions to meet the needs of diverse clients. BMO U. S. is also involved in asset management and capital markets operations, making it a full-service financial institution.

📋 Description

• 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

🎯 Requirements

• Minimum 2 years of relevant experience • 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 • 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

🏖️ Benefits

• Health insurance • Tuition reimbursement • Accident and life insurance • Retirement savings plans