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