Bilingual Team Lead – BMO Insurance Service Center

08/23/2026

Address:

250 Yonge Street

Wealth Sales & Service

#bmoinsurance

The Bilingual Team Lead is accountable for providing leadership and oversight to a team of Customer Support Representatives responsible for delivering a consistent and high-quality client experience. This role is responsible for coaching and developing employees, monitoring performance against established service and operational standards, and ensuring adherence to defined guidelines, policies, and compliance requirements. The Team Lead supports the effective execution of day-to-day operations, contributes to the achievement of business objectives, and fosters a culture of accountability, consistency, and continuous improvement.

KEY RESPONSIBILITIES:

Leadership & Team Performance

• Leads a team of Customer Support Representatives, providing coaching, mentorship, and performance management to achieve service level and operational targets.
• Monitors key performance metrics (e.g., call quality, adherence, productivity) and drives continuous improvement.
• Reinforces strict adherence to approved scripts, workflows, and escalation protocols.
• Acts as the first point of escalation for complex or sensitive client interactions, supporting agents in resolving issues within defined guidelines.

Client Experience & Quality Assurance

• Champions a consistent, high-quality client experience across all inbound and outbound interactions.
• Conducts call monitoring and quality reviews, providing feedback to improve consistency, accuracy, and script adherence.
• Identifies trends in client inquiries and works with internal teams to enhance processes and overall client experience.
• Ensures all activities align with internal policies, regulatory requirements, and the defined scope of the Customer Service Representative role.

Operational Support & Process Expertise

• Serves as a subject matter resource on travel insurance processes, tools, and systems to support agents in delivering accurate, script-based interactions.
• Supports onboarding and training of new Customer Support Representatives, ensuring understanding of scripts, workflows, and role boundaries.
• Partners with training and leadership teams to maintain and improve scripts, job aids, and procedures.
• Supports day-to-day operations, including queue management, workflow coordination, and issue resolution.

Strategic & Operational Contribution

• Contributes to team planning and execution of operational priorities aligned with business objectives.
• Reviews performance data and identifies opportunities to improve efficiency, consistency, and client experience.
• Builds strong working relationships with internal partners (e.g., sales, operations, training, compliance).
• Completes administrative tasks such as reporting, tracking work items, and supporting operational initiatives.

QUALIFICATIONS:

• 3–5 years of relevant experience and post-secondary education.
• Bilingual (English/French) preferred.
• Previous leadership or acting leadership experience preferred.
• Experience in a contact center or service environment strongly preferred.
• Strong coaching, communication, and performance management skills.
• Detail-oriented with a strong focus on accuracy, consistency, and compliance.
• Working knowledge of travel insurance products and processes is an asset.

$56,000.00 - $103,500.00

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 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.