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About the Role

The Senior Manager, Mortgage Retention and HELOC Strategy is responsible for devising strategies and launching initiatives to drive customer retention, customer experiences, and growth and profitability of the HELOC product, while balancing return on equity requirements and risk reward trade-offs. This role requires strong senior leadership communication and presentation skills and involves driving cross-functional initiatives with key stakeholders.

Responsibilities

Recommends strategies and initiatives to senior leaders that will drive better retention and delightful customer experiences for our single-family residential mortgage business, and support the growth and profitability of the HELOC product.
Participate in and influence the upgrade of new and existing strategies, programs, and initiatives by researching relevant data and developing proposals and recommendations.
Ensure the insights of the Renewals leadership team are captured and operational readiness is clear prior to any launch.
Engage with relevant internal stakeholders such as: Legal, Compliance, Risk, Credit, Mortgage Services, Technology, and other teams, to proactively ensure that new and existing initiatives are fully compliant with internal and external policies and regulations.
Research market activities to ensure timely and comprehensive knowledge of target market and key customers is reflected in engagement plans, identify and construct detailed proposed revenues for new opportunities, and conduct assessments of strategies of key competitors and market dynamics on an ongoing basis to maintain a robust market analysis framework.
Act as subject matter expert on products and related policies and procedures.
Lead and support the execution of strategic initiatives.
Evaluate the effectiveness of any implemented strategies, initiatives, or tactics, by interpreting results and research and make recommendations based on key learning.
Lead the review and assessment of pricing strategies and impact of decisions on acquisition and retention of clients and HELOC accounts; lead future forecast and budget requirements as they pertain to retention rates, HELOC growth, and margins and liaise with business, finance, and treasury partners to align on budget projects.
Own the ROE calculator as it pertains to the Renewals business, including ongoing review and assessment of key assumptions inherent in the calculator to ensure appropriateness.
Drive the delivery of business value, communicate progress, elicit feedback, and enable stakeholder reviews for validation in the process.
Manage and review competitive analysis on a quarterly basis or on ad hoc basis.
Managing various vendor relationships.
Identify and manage business activities (operating model, training, communications, etc.) required to support initiatives.
Facilitate problem solving on a day-to-day basis as required, working closely with development on implementation challenges.
Ensure the timely implementation of initiatives and programs by aligning approach, establishing goals & milestones, and effectively managing people to get to the finish line.
Launch and see through to completion product initiatives that will deliver against the company’s strategic roadmap.
Manage discrete budgets associated with individual initiatives.
Provide subject matter expertise on products, solutions, partnerships, and tools to enable the Bank’s strategic objectives specifically as it pertains to renewals related initiatives.
Maintaining awareness of industry developments, market conditions and competitor offerings to continue to build product features.
Conduct vendor management activities with key external stakeholders such as Brokers or other service providers to the Bank.
Ensure compliance with regulatory and legal requirements.
Lead the Senior Analyst and any rotational students.
Effective collaboration with other internal and external stakeholders will be critical to success in the role.
Must be able to effectively lead and execute program initiatives through others.

Requirements

10+ years of Canadian Financial Institution experience in mortgage lending, product management, and/or mortgage sales, broker sales.
Experience in working closely with technology teams in all aspects of SDLC (requirements, development, testing), including vendor teams.
Understanding of Canadian banking regulatory context.
Proven ability to initiate and execute projects.
Previous work experience with significant accountabilities relating but not limited to: Product management and product development.
Influencing senior executive decisions.
Work experience in facilitation and fact-based problem solving to resolve complex issues and drive actionable outcomes.
Mature, confident, personable, professional presence.
Ability to work in ambiguously defined situations with minimal supervision.
Strong organizational skills: demonstrated ability to manage time and adhere to tight deadlines.
Excellent interpersonal skills, with proven track record of developing relationships and maturity to interact with Senior Executives.
Ability to communicate technical, digital-focused, or conceptual information and ideas effectively to individuals unfamiliar with the subject material, including senior management, regulators, etc.
Ability to deliver creative & effective solutions to retain customers in a rapidly changing banking environment, against significant incumbent competition.
Ability to understand, prioritize and sequence rapid change considering customer demand, business need, technical challenges and operational risk.
Be a key contributor to the evolution of Equitable Bank’s product roadmap at an enterprise level.
Ability to prioritize assignments, projects and handle multiple competing priorities (multi-tasking) within restricted time constraints.
Problem solver with sound judgment who takes initiative, accepts ownership and accountability.
Relentless focus on customer experience.
Independent, self-motivated, and enthusiastic.
The incumbent will report to the Senior Director, Strategy and Operations.
The incumbent will often work closely with various internal departments (e.g. Credit, Sales, Marketing, Project Management, Legal & Compliance, Deposit Services, Finance, Technology, etc.) to gather information and interact with other business unit heads.
The incumbent will need to interact with external stakeholders (e.g. technology vendors, research firms, consulting firms, etc.) to define solutions, optimize usability, or gather data/market intelligence.
The workload is demanding and subject to tight timeframes to produce results.
Frequently need to re-prioritize activities.

Skills

Deep passion in first class customer experiences.
Excellent verbal and written communication skills, ability to communicate on a broad spectrum (from deep technical discussions to high level executive vision).
Understanding of workplace collaboration tools (Microsoft Office, JIRA, and others) to achieve efficiency.
Strong attention to detail.
Enthusiastic, thorough, inclusive, and results-oriented; ability and desire to help others thrive in a dynamic team-oriented environment.

Location

Toronto, ON

Work Type

Hybrid

Experience Level

10+ years

Education Level

Post-Secondary Degree in Commerce, Management, Economics, Finance, Engineering, Computer Science, etc.
MBA or other graduate degree a plus

Benefits

Competitive discretionary bonus
Market leading RRSP match program
Medical, dental, vision, life, and disability benefits
Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Professional development and comprehensive Career Development program

About the Company

At EQ, we're remaking banking so every Canadian gets ahead, every day.
Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.
We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.
EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™.
EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

Equal Opportunity

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported.
We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives.
We’re equally committed to supporting your growth, both professionally and personally.
We provide a barrier‑free recruitment process and work environment.
If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.
As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team.
All candidates considered for hire must successfully complete a criminal background check and credit check.
While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.