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Director, Office North America Workplace Services
BMO
Toronto, ON · YNG
- Full-time
Attracts, retains, and enables the career development of top talent.

BMO

Director, Office North America Workplace Services

Toronto, ON, Canada
YNG, Canada

$120,000.00 - $215,000.00 · Full-time

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Job details

Pay: $120,000.00 - $215,000.00
Job type: Full-time
Apply by: Nov 14, 2026
Experience: 10+ years of progressive leadership experience working in Facilities Management or Property Management industries
Posting language: English
Posted: Nov 3, 2026

Original job description

Application Deadline:

11/13/2026

Address:

250 Yonge Street

Job Family Group:

Real Estate

Under the direct supervision of the Head, Global Workplace Services, this role is accountable for the strategic leadership, operational oversight and performance of the facilities related function and the management of outsourced Facilities Service Providers for BMO’s North American Office space portfolio.

The position is accountable to ensure optimal performance and north/south alignment of the service providers in their contractual obligations so that BMO premises are safe, compliant, cost effective and fit for purpose for the BMO lines of business (LOBs), visitors and guests that occupy the space.

This role provides a point of escalation as required, supports and directs the outsourced Facilities Management Providers to enhance occupant experience, and maintain compliance with regulatory, environmental, and safety standards.

Key Accountabilities

Team Leadership

Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
Ensures alignment between values and behaviour that fosters diversity and inclusion.
Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
Attracts, retains, and enables the career development of top talent.
Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.

Advisory

Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
Develops an expert understanding of business/group challenges.
Networks with industry contacts to gather competitive insights and best practices.
Recommends measures to improve organizational effectiveness.
May consult to or serve on various committees and task forces

Strategy

Lead cross functional or global initiatives or ongoing programs
Drive innovation
Ensure 3-5 year operating and capital plans and strategies are in place and reviewed and maintained on a rolling basis

Relationship Management

Lead, cultivate and sustain strong, collaborative partnerships with Workplace Services teams, peers in Corporate Real Estate functions including transaction management, project management and critical environments, internal business partners across Lines of Business, Technology and Security as well as Property Management teams. Build trusted relationships to enhance operational effectiveness and alignment with facilities strategy.
In addition to the above, develop formal connection point with Critical Environments to effectively manage joint or adjacent spaces
Escalation point for management and resolution of stakeholder escalations to minimize operational risk. Proactively support reoccurring issues and drive cross functional alignment to ensure timely updates, accountability and resolution
Provide strategic guidance to the service provider to support operational excellence and workplace experience
Support escalated review and approval of key facilities related communications distributed to Lines of Business, ensuring clarity, strategic alignment and effective representation of the intended message
Collaborate with Senior Leadership, property management, leasing, etc.to align facility operations with business needs

Governance of Service Providers

Act as Country lead for the US Service Provider relationship
Provide strategic oversight of service providers, ensuring adherence to contractual obligations, performance standards, and operational governance framework and alignment of practices between Canada and the US relating to office
Lead the end-to-end review process and provide concurrence or approval for service provider deliverables related to North American office Facilities Management escalating issues, risks or exceptions to the Global Head for awareness of approval as appropriate
Represent Office Workplace Services in monthly and quarterly service review meetings with service providers, Corporate Real Estate and business partners and provide insights, identify performance management opportunities and drive action plans
Act as the Senior escalation point for office related service delivery issues, complaints, and operational concerns, managing resolution in partnership with the Global Head as needed
Oversee the analysis and validation and provide concurrence or approval of Service Provider governance reporting for office portfolio, including KPIs, Incidents, work order performance, SLA compliance and operational trends and recommend corrective actions to the Global Head
Develop or approve Workplace Services standard operating procedures in alignment with regulatory policy requirements and enterprise directives and ensure ongoing maintenance and compliance
Review and ensure effectiveness operational quality control checks of service provider,
Review and validate changes to service provider managed square footage arising from portfolio changes for Global Head approval

Risk Management

Ensure operational processes, risk libraries and internal controls are documented, maintained and enhanced
Primary risk interface for Office Workplace Services identifying, assessing and escalating operational risks, co ordinating subject matter input across teams and providing direction. Take escalations or exceptions to Global Head for action.

Operational Oversight

Annual O&M and FM Capital Plan oversight
- Approve the service provider’s annual operations and maintenance (O&M) Plans for office and common services and FM capital plans for office portfolio. Provide directions to ensure accurate forecasting, appropriate cost allocation, and alignment with standards and portfolio requirements
- Evaluate and endorse allocation methodologies, ensuring transparency and consistency
- Ensure capital planning reflects operational risks, lifecycle priorities, and long-term asset strategies.
- Ensure BMO stakeholders are engaged by team
- Approve monthly and quarterly status reviews, financial performance, and reforecasts
- Support trend analysis, assess performance against contractual obligations and KPIs and elevate recommendations for Global Head approval while maintaining complete documentation for audit and governance purposes.

Review and provide concurrence on service providers action plans to address operational risks, service delivery gaps and both internal and external issues impacting successful execution of the O&M Plan

Standards Guidance for Projects & Programs
- Ensure FM operating standards are in place, review and approve exceptions from the standards
- Act as escalation point for resolving issues related to project handovers to Operations teams, ensuring service providers meet acceptance criteria and operational continuity is maintained

Incident and Emergency Response Leadership
- Escalation points for service providers during incidents impacting operations, ensuring adherence to incident management protocols and timely resolution
- Approve service provider incident reporting, trend analysis and continuous improvement initiatives to strengthen organizational resilience and response standards to reduce impacts to our Lines of Business
Process Excellence
- Provide leadership on continuous improvement initiatives across Office Facilities Operations, modernizing standard operating procedures (SOP’s), governance models, and service provider management frameworks
- Recommend enhancements to key operational processes to improve accuracy and efficiency
- Drive alignment to ensure consistent application of processes, tools and performance standards across the North American Office portfolio, and across Service Providers

Alignment with Critical Environments

Align processes, operations, protocols with Critical Environments team to ensure adequate coverage while avoiding duplication

Experience:

10+ years of progressive leadership experience working in Facilities Management or Property Management industries
Experience in a Financial Institution is an asset
Experience managing or working for outsourced service providers preferred
Demonstrated success managing Facilities operating and project budgets, and service provider contracts

Knowledge:

University degree or equivalent work experience (Advanced degree is an asset)
Understanding of contract management and governance of outsourcing agreements
Knowledge of Facilities and Property Management industry and practices
Knowledge of risk management practices
Understanding and experience with business process improvements
Understanding and experience in managing Real Estate-related regulatory compliance obligations
Technical knowledge of building systems
Technical knowledge of Critical Environments is an asset
IFMA Facilities Management Professional (FMP) / BOMA Real Property Administrator (RPA) or other related industry certifications is an asset
Understanding and experience of emergency response and preparedness and incident management practices

Skills:

Seasoned expert with extensive industry knowledge.
Technical leader viewed as a thought leader for innovation.
Verbal & written communication skills - Expert.
Analytical and problem solving skills - Expert.
Influence skills - Expert.
Collaboration & team skills; with a focus on cross-group collaboration - Expert.
Able to manage ambiguity.
Data driven decision making – Expert
In depth analytical thinking, very strong problem solving and ability to anticipate trends, risks and opportunities
Demonstrated skills in managing relationships with business partners, stakeholders and service providers
In depth reporting capability and data analysis
Builds Strong relationships across all levels
Results driven-oriented with a commitment to excellence
Builds and maintains a high-performance work environment
Excellent time management skills and ability to balance competing priorities
Demonstrated leadership and team management skills to consistently meet deliverables
Ability to lead and manage large-scale operations in high pressure, fast paced environments
Demonstrates sound judgement and accountability
Drives continuous improvement and innovation
Models inclusive leadership behaviors
Ability to leverage technologies to improve efficiency

Salary:

$120,000.00 - $215,000.00

Pay Type:

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.

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More about this job

Responsibilities

This role provides strategic leadership and operational oversight for BMO's North American office portfolio, managing outsourced service providers to ensure safe and compliant facilities. The director is responsible for financial planning, risk management, and fostering collaborative relationships across business lines to enhance workplace experience.

Requirements

Candidates must have 10+ years of progressive leadership experience in facilities or property management, preferably within a financial institution. A university degree is required, and professional certifications such as IFMA FMP or BOMA RPA are considered an asset.

Skills

Facilities management
Property management
Contract management
Strategic leadership
Risk management
Operational oversight
Budget management
Stakeholder management
Regulatory compliance
Incident management
Data analysis
Team leadership
Cross-functional collaboration
Continuous improvement
Building systems
Critical environments

Benefits

Health insurance
Tuition reimbursement
Accident insurance
Life insurance
Retirement savings plans

Visa sponsorship

Not detected in the job text

Keywords

Facilities Management
Property Management
Real Estate
Contract Governance
O&M Plans
Capital Planning
SLA Compliance
KPIs
Risk Management
Incident Response
Critical Environments
Operational Excellence
Strategic Planning
Financial Services
IFMA
BOMA
FMP
RPA
Budgeting
Vendor Management
SOPs
Regulatory Compliance
Workplace Services
Portfolio Management
Stakeholder Engagement

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