Manisha Burman

Head, Workforce Strategies and Client Experience, Personal, Business Banking, Wealth Distribution

Manisha Burman is Head, Client Experience and Workforce Effectiveness for Personal and Business Banking, Specialized Sales and Financial Planning for BMO Financial Group. In this role, she has completed a full renewal of the sales and service model to achieve our customer and business growth objectives resulting in year over year increases in role productivity, loyalty and reduced cost across 17k sales professionals. In addition, Manisha has accountability for client experience, all role based training, communications, change and practice management for all customer facing roles to drive salesforce effectiveness.
Manisha joined BMO as Vice President, Talent Management in 2011, where she led and renewed a variety of functions including recruitment, talent planning, workforce analytics, career management, and employee pulse. She also served as the CHRO for Capital Markets & Wealth International working with the CEO and COO of Capital Markets along with our Asia and European Country Heads to elevate their talent, diversity and leadership development agenda. She drove a revamp of their performance and compensation programs and supported multiple restructuring and succession planning initiatives, including the appointment and transition of multiple Group Heads.

Manisha has a diverse background in human resources, strategy, transformation and operations effectiveness. This includes partnering with senior leaders on their business and talent strategies, leading organizational change initiatives and supporting mergers and acquisitions.

Prior to joining BMO, Manisha worked at RBC, General Electric and Ernst & Young in progressively senior roles in the business, consulting and in H.R. Manisha worked at RBC in HR as both a Generalist and as Managing Director, Enterprise Learning & Development. At RBC, Manisha also held the role of Managing Director, Enterprise and Client Strategies, where she developed and implemented a number of successful client segment strategies to improve client attraction, loyalty and profitability.

Manisha holds a Masters degree in Industrial Relations from the University of Toronto, an undergraduate degree from the University of Western Ontario and a Certificate of Business Management from the London School of Economics. She serves on the Board of Junior Achievement and the BMO Leadership Committee for Inclusion and Diversity.

All Sessions by Manisha Burman

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Day 1: Sep 21, 2021

Day 2: Sep 22, 2021

11:00 am

11:00 am


Focus on Customer Loyalty

In a fast paced digital world, maintaining customer loyalty is crucial, more than ever before. Learn how BMO’s approach towards customer experience is helping in gaining customer loyalty. Create a roadmap to:
·       How to adjust to the new human + digital changes
·       Transforming learning to tangible progressive plans
·       Adopt best practices for better customer experience
Create personalized and relevant experiences to develop brand connections and ultimately brand loyalty