Manager, Credit Operations

Highclere Capital; Area E (Thornhill); Hybrid; CAD 110,000 - 125,000; Full time

Job summary

Highclere Capital is a growing Ontario-based mortgage finance company seeking a Manager, Credit Operations to lead the underwriting team in Thornhill, ON. This hybrid, full-time role supports the Director of Credit Operations and ensures high-quality adjudication within delegated authority.

You will coach staff, monitor workflow, and maintain service levels while ensuring AML/KYC and regulatory compliance across processes. This position is critical to scalable growth and risk management.

Qualifications

• 5+ years of residential mortgage underwriting or credit operations.
• 2+ years supervising or leading underwriting or credit teams.
• Strong understanding of mortgage underwriting standards and policy knowledge.
• Familiarity with mortgage insurers, investors, and lending guidelines.
• Excellent coaching, attention to detail, and sound credit judgment.
• Effective communication with brokers, underwriters, and cross-functional teams.
• Working knowledge of AML, KYC, and regulatory requirements.

Responsibilities

• Supervise the day-to-day activity of a team of underwriters, assigning files, monitoring workloads, and ensuring service level targets are met.
• Provide day-to-day coaching, training, and support to underwriters, reinforcing Highclere's credit policies and underwriting standards.
• Support onboarding of new underwriters, including training on systems, policies, and procedures.
• Review and approve standard mortgage files within delegated lending authority, escalating complex files as needed.
• Conduct quality checks on underwriting files and coordinate with QA and Audit to close findings.

Skills

Mortgage underwriting

Team leadership

Policy compliance

Attention to detail

Communication

Regulatory knowledge

Education

Finance/Business degree

Tools

AI-enabled adjudication tools

AML/KYC software

Job description

Underwriting Full Time Thornhill, ON Hybrid $110,000 - $125,000 CAD per year

Location: Hybrid (Markham, ON) Employment Type: Full-Time

About Highclere Capital

Highclere Capital is a growing Ontario-based mortgage finance company focused on providing innovative lending solutions to underserved borrowers across Canada. With a sharp eye on compliance, service excellence, and responsible growth, we partner with mortgage professionals to deliver tailored financing with speed and integrity.

As a remote-first team, we are building a culture rooted in accountability, collaboration, and a shared commitment to doing the right thing—for our brokers, our partners, and one another.

About the Role

The Manager, Credit Operations will support the Director of Credit Operations in leading Highclere Capital's Credit & Underwriting Division. This individual will supervise a team of underwriters on a day-to-day basis, ensuring consistent, high-quality mortgage adjudication within delegated lending authority.

The Manager, Credit Operations will help maintain service levels, coach and develop underwriting staff, and act as the first point of escalation for underwriting questions and exception files before they reach the Director of Credit Operations. This role is instrumental in keeping the underwriting team running smoothly as Highclere continues to scale.

Core Responsibilities

Team Supervision & Workflow Management

• Supervise the day-to-day activity of a team of underwriters, assigning files, monitoring workloads, and ensuring service level targets are met
• Provide day-to-day coaching, training, and support to underwriters, reinforcing Highclere's credit policies and underwriting standards
• Support the onboarding of new underwriters, including training on systems, policies, and procedures

File Review & Adjudication

• Review and approve standard mortgage files within delegated lending authority, escalating complex or higher-risk files to the Director of Credit Operations
• Conduct quality checks on underwriting files and work with the Quality Assurance and Audit teams to close out findings
• Monitor underwriting quality, turnaround times, and productivity, and report performance trends to the Director of Credit Operations

Broker & Stakeholder Support

• Act as the first point of contact for underwriters and brokers on routine file questions, escalating complex broker or lending issues to the Director of Credit Operations

Process & Compliance Support

• Support the rollout and adoption of underwriting policy changes and adjudication technology within the team
• Identify recurring underwriting issues or bottlenecks and bring recommendations to the Director of Credit Operations
• Ensure the team's day-to-day work adheres to AML, KYC, and other regulatory requirements
• Assist with special projects and process improvements led by the Director of Credit Operations, as needed

Skills & Experience

Must-Have Qualifications

• 5+ years of experience in residential mortgage underwriting or credit operations
• 2+ years of experience supervising or leading an underwriting or credit team
• Strong understanding of mortgage underwriting standards, credit policy, and documentation requirements
• Familiarity with mortgage insurers, investors, and lending guidelines
• Strong coaching and people-management skills, with the ability to develop underwriting talent
• Excellent attention to detail and sound credit judgment
• Effective communication skills, with the ability to liaise with brokers, underwriters, and cross-functional teams
• Working knowledge of AML, KYC, and regulatory requirements

Preferred Qualifications

• Comfortable working with underwriting/adjudication technology and AI-enabled tools
• Degree in finance, business, or a related field (preferred)
• Bilingual (English & French) is an asset