Director, Mortgage Policy and Experience, Real Estate Secured Lending (RESL)

Scotiabank; Toronto; Hybrid; CAD 120,000 - 160,000; Full time

Job summary

A leading bank in Toronto is seeking a Director of Mortgage Policy and Experience to enhance the mortgage customer experience. The role requires 10+ years in financial services and expert knowledge in mortgage lending. Responsibilities include overseeing customer interactions, improving lending policies, and managing key partnerships. This position offers competitive rewards, including bonuses and flexible vacation, and is focused on creating an inclusive workplace.

Benefits

Diversity and Inclusion initiatives

Upskilling opportunities

Competitive Rewards program

Qualifications

• 10+ years of financial services experience.
• Expert knowledge of Scotiabank's mortgage process across all channels.
• Knowledge of Scotiabank's mortgage technology platforms.

Responsibilities

• Oversee the end-to-end mortgage customer experience.
• Establish and maintain partnerships to improve processes.
• Manage the relationship with third-party providers.

Skills

Expert real estate secured lending credit knowledge

Strong financial acumen

Process design experience

Education

University Degree

Tools

MIMS

MAPS

TLS

DRE

OM

MFS

ScotiaHOME

eHOME

Job description

Director, Mortgage Policy and Experience, Real Estate Secured Lending (RESL)

Requisition ID: 243179

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

What you will do

As the Director of Mortgage Experience, you will oversee the end-to-end mortgage customer experience, designing and continuously improving processes and lending policies based on customer and sales channel feedback obtained through trusted partnerships. You will unlock business growth through simplification and increased customer access to credit while protecting the Bank through responsible lending and risk management.

In this role, you will:

• Establish and anchor a feedback loop from customers and all sales channels to identify opportunities to improve processes and credit policies. Strengthen and maintain trusted and deeply rooted partnerships with distribution teams to enable transparent, objective feedback.
• Drive the expansion of credit policies to enable the delivery of secured lending solutions to a broader customer base, driving bottom-line impact while prudently managing credit risk. Use data to develop and support proposals to Global Risk Management and champion these ideas from inception through implementation.
• Define and transform the end-to-end mortgage process to enable a more efficient, digitized customer experience from origination through servicing.
• Ensure the alignment of Real Estate Secured Lending policies and procedures with the Residential Mortgage Underwriting Policy (RMUP) and associated regulatory requirements.
• Act as a relentless customer advocate, overseeing the complaints process, ensuring timely resolution of issues as well as end-to-end tracking and remediation of root causes.
• Oversee support for customer escalations, ensuring diligent review, clarification, and championing an objective exception process that protects the interests of the customer and the Bank.
• Partner with Global Operations teams to define and execute on a mortgage servicing strategy rooted in digitization and efficient processes that span on-shore, off-shore, and third-party operations.
• Oversee the relationship with our three default insurance providers, ensuring service levels, maintaining business processes, and growing the relationship.
• Manage the mortgage instant funding program, overseeing the relationship with two third-party providers and ensuring effective and efficient service delivery.
• Build and champion a results-focused, energetic, collaborative team culture based on trust, transparency, and strong partnership with channel teams and other areas of the Bank. Develop leaders within the team through coaching, development planning, mentorship, and advocacy.

Do you have the skills that will enable you to succeed in this role?

• University Degree and 10+ years of financial services experience.
• Expert real estate secured lending credit knowledge (e.g., adjudication of mortgage applications).
• Expert knowledge of the Scotiabank mortgage process across all origination and servicing channels.
• Expert knowledge of the mortgage industry, Scotiabank’s real estate secured lending strategy, and the business unit’s operating model.
• Strong financial acumen with a full understanding of the P&L drivers of the mortgage business.
• Process design experience is an asset.
• Knowledge of Scotiabank’s mortgage technology platforms that support application, adjudication, accounting, and servicing activities (e.g., MIMS, MAPS, TLS, DRE, OM, MFS, ScotiaHOME, eHOME).
• Work in a standard office-based environment; non-standard hours are a common occurrence.
• In office (Toronto), on-site work 3-4 days per week.

What’s in it for you?

• Diversity, Equity, Inclusion & Allyship – an inclusive culture where every employee is empowered to reach their fullest potential.
• Accessibility and Workplace Accommodations – commitment to removing barriers and fostering an inclusive environment.
• Upskilling opportunities through online courses, cross‑functional development, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal and sick days, with benefits starting on day one.
• Community Engagement – opportunities for involvement such as hackathons, contests, cooking with friends, Humans of Digital, and more.

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL interpreter, or assistive technology) during the recruitment and selection process, please let our Recruitment team know. Candidates must apply directly online to be considered for this role.

We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.