Erminia (Ernie) Johannson
Group Head, North American Personal Banking & U.S. Business Banking, BMO Financial Group
Ernie Johannson is BMO’s Group Head of North American Personal Banking and U.S. Business Banking, a member of the bank’s Executive Committee, and leads BMO’s North American Retail Payments team. Ernie heads up a team of 13,000 people responsible for serving more than 9 million personal and business banking customers.
In her current role, Ernie supports BMO’s efforts to accelerate growth, building on her passion for delivering exceptional customer service and her track record of innovating and generating sustainable profit growth in a rapidly changing environment. Her North American mandate allows her to scale elements of BMO’s technological and cultural transformations already underway in both geographies.
Ernie’s North American mandate is an expansion of her most recent position as Group Head, U.S. Personal & Business Banking. During her first year in that role, Ernie launched a bold five-year strategy that has changed the business’ trajectory. Revenue increased by double digits, and employee engagement significantly improved despite a heavy change agenda. She also championed the launch of new digital banking tools to meet growing customer expectations and compete with larger-scale U.S. banks.
Ernie joined BMO in 2012 as Head, Canadian Personal Banking and North American Retail Payments, and moved to the role of Head, North American Retail Credit & Chief Risk Officer in 2016. As Head of Canadian Personal Banking and North American Retail Payments, Ernie drove growth and championed the customer experience strategy for retail and microbusiness customers. She led the integration and optimization of technologies, processes, marketing and channel strategies for the personal business. As Head of North American Retail Credit and Chief Risk Officer, Ernie optimized the bank’s retail risk profile and performance while accelerating adoption of technology and advanced analytics to enhance customer experience.
Before joining BMO, Ernie was EVP of Customer Strategy and Integration at Fidelity Investments, and held successively senior positions at CIBC, including SVP of Marketing and Strategy, and SVP of Credit Cards.
Ernie serves on the board of directors of the U.S. Consumer Bankers Association. She previously served on the boards of Payments Canada and Moneris Solutions Corporation, and was chair of the Canadian Marketing Association. In 2018, American Banker magazine ranked Ernie second on its “Women to Watch” list.