Application Deadline:

09/12/2024

Address:

250 Yonge Street

Job Family Group:

Corporate Affairs

The AIR MILES Reward Program is one of Canada's most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada's oldest bank and the 8th largest in North America with more than 12 million customers globally.

Position Overview:

The Communications Manager is accountable to lead the execution of the Contact Centre's communication strategy to ensure effective internal communication, including knowledge management. Role is critical in fostering a positive and productive work environment, enhancing employee and collector satisfaction, and driving operational excellence.

This role is responsible for devising and managing the overall communication strategy and key Care Communication Channels, which includes crafting, cascading, and communicating a variety of messages through the most appropriate channel and to various audiences.

The role must liaise with stakeholders from multiple business lanes across the Enterprise, to provide communications updates, implement surveys, send announcements and messaging in a timely manner, while maintaining strict confidentiality of information. They will use a variety of platforms, tools and tactics to enhance messaging as required to ensure it's engaging the audience yet succinct and accurate.

This role will also lead the Knowledge Management team, ensuring effective communication and compliance of program information and related processes that support the changing needs of the business.

Responsibilities :

• Support the development and lead the implementation of Customer Care's communication strategy: Includes defining communication channels, crafting messaging, and managing the flow of information within the call center and to external stakeholders.
• Manage internal communications: Monitor, develop and execute internal communication plans, including crisis situations, to keep employees informed and engaged through clear, concise, and timely communication across all channels.
• Lead the Knowledge Management team, providing guidance, coaching and development.
• Manage communication tools and knowledge management platforms: Oversee the use of communication tools such as KM, MS Teams, and email to ensure appropriate use, accuracy and effectiveness of channels with the intent of information sharing.
• Develop and maintain communication and oversee program information policies and procedures: Ensure all communication and process practices align with company policies and regulatory requirements.
• Collaborate with other departments: Work closely with internal and external teams, including Contact Centre management and corporate communications, to ensure seamless communication and alignment across organization and process compliance.
• Measure and analyze communication effectiveness: Track key performance indicators (KPIs) to assess the effectiveness of communication initiatives and identify areas for improvement.

Qualifications:

• Bachelor's degree in a related field.
• Minimum of 3-5 years of directly related work experience in a communications role, preferably in a call centre environment.
• Minimum of 4-6 years of Supervisory/Management experience
• Excellent written and verbal communication skills.
• Excellent leadership skills
• Proven ability to compose communication pieces
• Experience with Knowledge
• Strong interpersonal and presentation skills
• Proven ability to develop and execute communication strategies
• Experience with crisis communication
• Strong analytical and problem-solving skills
• Respond to emerging issues, changing priorities and deliverables.
• Ability to work independently and as part of a team.
• Bilingual English/French, an asset

Salary:

$68,000.00 - $126,000.00

Pay Type:

Salaried

The above represents AIR MILES' 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 AIR MILES' expected target for the first year in this position.

AIR MILES' 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. AIR MILES 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

The AIR MILES Reward Program is one of Canada's most recognized loyalty programs, with over 10 million active collector accounts, representing more than half of all Canadian households. AIR MILES collectors earn Reward Miles at more than 300 leading Canadian, global and online brands and at thousands of retail and service locations across the country. AIR MILES is a wholly-owned subsidiary of the Bank of Montreal (BMO). BMO is Canada's oldest bank and the 8th largest in North America with more than 12 million customers globally.

Diversity, Equity and Inclusion

AIR MILES is for everyone. We are committed to our zero barriers to inclusion strategy - supporting equity, equal access to opportunities and growth for our colleagues, customers and communities facing systemic barriers. We believe inclusion is not only a strength but a competitive advantage for AIR MILES, and we focus on building a culture of inclusion that enables us to perform, innovate and be ourselves.

If you are excited about the role, but don't meet every single requirement outlined in the job description, we encourage you to apply anyway. You never know, you might just be the right candidate for this role, or others!

In your application, please feel free to advise if you require accommodation for the interview process. We also welcome you to note which pronouns you use. Please know interviews are conducted remotely, via phone or video call. We look forward to ?virtually' meeting you!