BMO Financial Group Senior Service Provider Specialist Technology and Operations in Naperville, Illinois


Reporting to the Senior Manager, the Supplier Manager will be responsible to build and maintain effective day to day relationships between internal business partners, suppliers, and service providers as assigned. The incumbent will ensure service is delivered according to the contractual requirements, and in compliance with Bank policies, principles, guidelines, and standards. He/she will be accountable to manage and report on supplier and service provider operational performance and act as a primary contact and escalation point for critical business issues related to both supplier and service provider service delivery to ensure effectiveness, and resolve issues as required.

Key Accountability

  • Manage a portfolio of highly complex Supplier Management accounts

  • Build and maintain constructive relationship with internal business partners and suppliers and service provider

  • Actively facilitate regular communication with internal business partners for feedback and information

  • Track and trend incidents and problems

  • Monitor and report on calls, critical services, trends, incidents and problems, and ad hoc activity

  • Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss

  • Manage and administer supplier and service provider contracts in accordance with the Bank’s Outsourcing Model: Ensure supplier and service provider policies and procedures (P&Ps) meet Bank legal, control, audit, compliance, risk/privacy mandates and security requirements, and comply with all regulatory and Bank requirements; provide day to day oversight of supplier and service provider services, ensuring adherence to all contracted service levels; evaluate the overall merits of contracts on a regular basis; participate in contract renewal negotiations

  • Facilitate and lead meetings with suppliers and service providers

  • Identify and recommend business improvement processes

  • Measure, monitor, manage, and report on supplier and service provider service delivery performance and quality against SLAs, TSAs, BPAs and evolving business needs, providing reports to the manager for the purpose of optimizing operational effectiveness

  • Ensure regulatory/compliance requirements and procedures are followed

  • Monitor and review outsourcing issues for compliance with regulatory and Bank requirements to ensure key controls are followed; escalate as appropriate

  • Actively identify and manage potential risks inherent in area(s) of expertise and take appropriate actions to ensure operational integrity is maintained

  • 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

  • Oversee supplier and service provider invoice/billing to ensure procedures are followed, monitor cost expectations, participate in review of costs, identify and resolve discrepancies, act as the primary contact to resolve billing and payment issues, and ensure timely payment by the Bank

  • Actively contribute to the management of risk and minimize losses through monitoring and controlling various reports and taking appropriate action, ensuring compliance requirements, audits and verifications are completed in accordance with Bank P&Ps


  • Act as SME in an advisory capacity to senior managers. Recommend business performance improvements.

  • Ensure audit trails are maintained.

  • Manage and resolve complex issues to ensure effective customer service in accordance with SLAs, and ensure compliance with rules, regulations, and requirements.

Scope & Impact

  • High risk environment with strict timeframes that are time sensitive and subject to large penalties if timelines are missed.

  • Contribute to the LOB’s goal attainment by supporting its initiatives through maintaining the supplier relationship.

Cross-Functional Relationship

  • Internal: Internal business partners (Audit, Outsourcing Centre of Competency, Risk Management, Corporate Compliance, Legal, IT, Operational Areas) to consult/advise/service in the delivery of key accountabilities.

  • External: Suppliers and service providers; industry contacts and consultants


Knowledge & Skills


  • 6 years related experience

  • university degree/college diploma or equivalent work experience

  • Solid understanding of business unit’s risk and regulatory requirements

  • Solid understanding of internal business partner’s business, services, and organization

  • Solid understanding of technology and services provided by suppliers and service providers


  • Strong teamwork and leadership skills

  • Strong ability to apply analytical, constructive, and interpretive thinking to an often unstructured environment

  • Advanced prioritization skills

  • Strong relationship management skills

  • Strong facilitation and conflict management/resolution skills

  • Ability to multi-task in a fast-paced environment

  • Strong negotiation skills; Strong decision-making skills

We’re here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

As a member of the BMO Harris Bank 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 .

BMOHarris Bank 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. BMO Harris Bank is an Equal Opportunity Employer for all, inclusive of Minorities, Women, Veterans, and Persons with Disabilities.

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Primary Location:

United States-Illinois-Naperville