Summary
Overview
Work History
Education
Skills
Accomplishments
Volunteer Experience
Timeline
Generic

Jane Nelles Long

Whitby,Canada

Summary

Results-oriented professional with extensive experience at BMO, specializing in data management and cross-functional collaboration. Demonstrated success in improving accountability through effective TMR follow-ups and compliance updates. Proficient in Service Now and capable of managing multiple projects under tight deadlines, consistently delivering high-quality results.

Overview

26
26
years of professional experience

Work History

Knowledge Management – Senior Process Analyst

BMO
06.2017 - Current
  • Updated Service Now daily to ensure accurate data management.
  • Submitted TMRs monthly to over 130 teams for timely action.
  • Followed up on unaddressed TMRs with responsible teams to enhance accountability.
  • Delivered BOD 15 updates monthly to maintain compliance and transparency.
  • Managed investment transfer-out requests from financial institutions regarding customer transactions.
  • Served as AMMS backup, submitting ACM code updates as needed.
  • Assisted in DCO escalations from branches to facilitate swift resolution.
  • Conducted RACF audit of transactions completed by DCO/KM to ensure security.

Distribution Channel Operations – Lead Hand

BMO
01.2009 - 06.2017
  • Handled branch calls for system navigation and procedural clarifications.
  • Assisted analysts in resolving caller inquiries efficiently.
  • Conducted evaluations of analyst performance on call handling.
  • Managed escalations to AMP Bank and Knowledge Management for branch inquiries.
  • Provided CPA guidance to branches for recovering funds from returned cheques.
  • Coached analysts to enhance skills and improve service quality.
  • Created monthly shift schedules and reviewed weekly lunch and break timelines.
  • Ordered and set up IDs for new analysts during onboarding process.

Distribution Channel Operations - Business Support Analyst II

BMO
01.2005 - 01.2009
  • Responded to branch calls regarding system navigation and procedural clarifications.
  • Facilitated escalations to AMP Bank for technical resolutions and policy questions.
  • Provided guidance on CPA inquiries to assist branches in recovering funds for returned cheques.
  • Escalated unresolved clearing disputes to BMO CPA Representative for further action.
  • Served as subject matter expert across various topics to enhance team knowledge.
  • Assisted new analysts and Lead Hands with onboarding and training as needed.

Distribution Channel Operations – Business Support Analyst I

BMO
01.2002 - 01.2005
  • Answering calls from branches to assist with navigational and procedural issues
  • Escalations to Lead Hands and AMP Bank

Distribution Channel Operations - Business Support Analyst

BMO
01.2000 - 01.2002
  • Balancing the BMO American Express Money Order and Draft Refund bank account
  • Reviewed new circulars and policies providing an overview sheet for the analysts
  • Began training to be come a Support Analyst

Education

Canadian Investments Fund Course -

01.1994

Early Childhood Education Diploma with Honours -

Seneca College
01.1987

Skills

  • BMO systems
  • Service Now management
  • Cross-functional collaboration
  • Data analysis
  • Project coordination
  • Customer Connect
  • Optimizer
  • Loss and Overage Reporting
  • Infoview
  • Remedy
  • Service Manager
  • Qfiniti
  • TRIPS
  • RACF
  • TMRs
  • Bod 15
  • Service Now
  • AMMS
  • Policy and Procedures
  • Procedural Library
  • Legal issues
  • Cheque clearing process
  • Branch digitization
  • Microsoft Office
  • Word
  • Excel
  • Ability to work under pressure
  • Balancing multiple projects
  • Produce high quality deliverables
  • Tight timelines
  • Ability to adapt to new situations

Accomplishments

  • Attended the annual Best of the Best Gala in 2005 and 2013
  • Attended the T&O Award of Excellence Gala in 2008

Volunteer Experience

  • Lay Member, Synod All Saints Anglican Church, Whitby, 01/01/01, 01/01/03
  • People’s Warden, All Saints Anglican Church, Whitby, 01/01/03, 01/01/04
  • Group Treasurer, 7th Whitby Scout Group, 07/01/14, present

Timeline

Knowledge Management – Senior Process Analyst

BMO
06.2017 - Current

Distribution Channel Operations – Lead Hand

BMO
01.2009 - 06.2017

Distribution Channel Operations - Business Support Analyst II

BMO
01.2005 - 01.2009

Distribution Channel Operations – Business Support Analyst I

BMO
01.2002 - 01.2005

Distribution Channel Operations - Business Support Analyst

BMO
01.2000 - 01.2002

Canadian Investments Fund Course -

Early Childhood Education Diploma with Honours -

Seneca College

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Jane Nelles Long