Senior Service Coordinator - Payment Operations

09/18/2026

Address:

105-119-129 rue St-Jacques O

Customer Shared Services

Payments Operations is the centralized wire hub for the Enterprise and serves as the first line of defence for wire payment processing of incoming and outgoing inter-bank, corporate and retail wire payments executed through the primary wire payment systems (EWP). In addition to critical operational considerations, namely timely and complete processing of wires, the Unit executes key compliance control processes for required wire data elements as well as providing post-execution wire payment support. This service is provided on behalf of other operating units as well as domestic branches within the Bank of Montreal group of companies for payments made to or received from correspondent banks worldwide.

MANDATE

Support the manager to coordinate and oversee the workflow and activities of the team, including assigning work, periodically reviewing output, providing input to employee performance reviews, training and problem resolution. Assist the manager in ensuring volume goals, turnaround times and quality expectations are met, while maintaining strict adherence to control procedures and compliance regulations. Escalate/ assist the manager with complex problem resolution. Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities. Analyze and resolve more complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on up to a six-month time horizon. Act as primary back-up to team members and as back-up to the manager. Recommend/ implement process improvements.

ACCOUNTABILITIES

• Assist the manager by performing activities such as coordination and scheduling of work, resource forecasting, quality control, training, team coaching and guidance, research and problem resolution.
• Act as back-up in the manager’s absence and as primary back-up to team members in the event of absence or vacancy.
• Process and/or fulfill transactions, settlements, audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.
• Resolve discrepancies/ exceptions that deal with non-routine situations, referred from other team members.
• Investigate and resolve or make recommendations to the manager on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures.
• Approve (i.e., “release”) and/or resolve escalated work or issues from more junior staff.
• Build productive relationships within the line of business (LOB) and other functions through responsiveness and support. Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities.
• Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.
• Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.

• Escalate issues that require resolution by the manager, as per guidelines.
• Identify potential risk situations/ impacts and make recommendations or escalate to the manager.
• Review transactions and requests for compliance with regulatory and Bank requirements, as required.
• Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate.
• Provide information for regulatory reporting and audit queries.
• Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.
• Ensure adherence to all aspects of First Principles, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.
• Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
• Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.

• Support manager with the implementation of change
• Provide input / participate in project as SME
• Support manager with updates to procedure respective to the change.

• Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.
• Provide input on employee performance to the manager.
• Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
• Align individual performance goals to team and organizational goals.
• Demonstrate behaviours that are consistent and aligned with BMO values.

AUTHORITIES

This role has the authority to:

• Troubleshoot/ resolve most problems independently as per Letter of Authority/ authority levels following established guidelines and procedures. Maintain appropriate audit trails.
• Problem-solve escalated issues from others, as appropriate.
• Escalate all unresolved processing problems to the appropriate level, as per guidelines, including system, software and hardware failures.
• Prioritize work in accordance with policy and severity of service impact to minimize financial/ customer impacts.
• Ensure authorizations and approvals are obtained in accordance with policies and controls.
• Coordinate and oversee workflow activities of a team, prioritize and/or change work schedules and work plans within pre-determined deadlines.
• Provide on-the-job training, coaching, guidance to others.
• Review others’ work outputs and provide input to manager on employee performance.

WORKING CONDITIONS

• There may be a requirement to periodically work extra hours as dictated by the business needs.
• Will be required to work on statutory holidays
• Will be required to work on a rotational shift to cover hours of operations (Monday to Friday 6:30 AM to 7PM)

You’re fluent in French and English as this role provides support to clients and team members inside and/or outside the province of Quebec.

$45,000.00 - $100,000.00Salaried

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.