Senior Manager, Mortgage Retention and HELOC Strategy

EQ Bank; Toronto; Hybrid; CAD 140,000 - 190,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability benefits

RRSP match

Job summary

EQ Bank is seeking a Senior Manager, Mortgage Retention and HELOC Strategy to devise and launch initiatives that maximize customer retention and HELOC profitability. You will lead cross‑functional efforts with Renewals, Credit, Sales, Operations, Finance and Risk, and work in a hybrid mode with 1–5 days in person.

You will influence pricing strategies, forecast budgets, and ensure compliance with regulatory requirements while delivering measurable business value and collaborating with the

Qualifications

• Post‑Secondary degree required in a related field.
• MBA or other graduate degree is a plus.
• 10+ years of Canadian financial institution experience in mortgage lending/product management/sales.
• Experience partnering with technology teams across SDLC.

Responsibilities

• Lead and launch initiatives to drive retention and HELOC growth.
• Partner with Legal, Compliance, Risk, Credit, Mortgage Services, Technology and other teams to ensure regulatory alignment.
• Drive market analysis framework for strategic decisions.
• Own ROE calculator insights for Renewals.
• Manage budgets and vendor relationships.
• Communicate progress and gather stakeholder feedback for validation.

Skills

Leadership

Senior stakeholder management

Customer experience focus

SDLC collaboration

Communication

JIRA proficiency

Microsoft Office

Education

Post‑secondary degree in Commerce/Management/Economics/Finance/Engineering/Computer Science

MBA or graduate degree (plus)

Tools

JIRA

Job description

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.

The Work

Reporting to the Senior Director, Strategy and Operations, and working alongside senior management, the Senior Manager, Mortgage Retention and HELOC Strategy devises strategies and launches initiatives to drive maximum customer retention and delightful customer experiences, as well as growth and profitability of our Home Equity Line of Credit (HELOC) product, while balancing return on equity requirements and risk reward trade‑offs. This role is part of Residential Lending Strategy, working closely with the Product Team, and requires strong senior leadership communication and presentation skills. The incumbent drives cross‑functional initiatives with key stakeholders (Renewals, Credit, Sales, Operations, Finance, and Risk) and generally works hybrid with 1–5 days in person.

The Core Responsibilities

• Recommend strategies and initiatives to senior leaders that drive better retention and delightful customer experiences for our single‑family residential mortgage business while supporting the growth and profitability of the HELOC product.
• Participate in and influence the upgrade of 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 before launch.
• Engage with internal stakeholders such as Legal, Compliance, Risk, Credit, Mortgage Services, Technology, and other teams to ensure new and existing initiatives are fully compliant with internal and external policies and regulations.
• Research market activities to maintain a robust market analysis framework that informs key decisions of the unit.
• Act as subject‑matter expert on products and related policies and procedures.
• Lead and support the execution of strategic initiatives.
• Evaluate the effectiveness of 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 the impact of decisions on acquisition and retention of clients and HELOC accounts; lead future forecast and budget requirements related to retention rates, HELOC growth, and margins.
• Own the ROE calculator for the Renewals business, reviewing key assumptions to ensure appropriateness.
• Drive the delivery of business value, communicate progress, elicit feedback, and enable stakeholder reviews for validation.
• Manage and review competitive analysis on a quarterly or ad‑hoc basis.
• Manage 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 while working closely with development on implementation challenges.
• Ensure the timely implementation of initiatives and programs by aligning approach, establishing goals and milestones, and effectively managing people to meet deadlines.

Knowledge / Skill Requirements

• Education: Post‑Secondary Degree in Commerce, Management, Economics, Finance, Engineering, Computer Science, etc.
• MBA or other graduate degree a plus.
• 10+ years of Canadian financial institution experience in mortgage lending, product management, and/or mortgage sales, broker sales.
• Experience working closely with technology teams in all aspects of SDLC (requirements, development, testing), including vendor teams.
• Deep passion for first‑class customer experiences.
• Understanding of Canadian banking regulatory context.
• Proven ability to initiate and execute projects.
• Previous work experience with significant accountabilities relating to:
  • Product management and product development.
  • Influencing senior executive decisions.
• Enthusiastic, thorough, inclusive, and results‑oriented; able to help others thrive in a dynamic team‑oriented environment.
• Excellent verbal and written communication skills, able to communicate on a broad spectrum.
• Understanding of workplace collaboration tools (Microsoft Office, JIRA, others) to achieve efficiency.
• Strong attention to detail.
• Work experience in facilitation and fact‑based problem solving to resolve complex issues and drive actionable outcomes.

Job Complexities / Thinking Challenges

• 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 a proven track record of developing relationships and interacting with senior executives.
• Ability to communicate technical, digital‑focused, or conceptual information effectively to individuals unfamiliar with the subject material.
• Ability to deliver creative and 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.
• 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 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.

Key Technical Accountabilities

• Launch and see through to completion product initiatives that 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 strategic objectives related to renewals initiatives.
• Maintain awareness of industry developments, market conditions, and competitor offerings.
• Conduct vendor management activities with key external stakeholders such as brokers or other service providers.
• Ensure compliance with regulatory and legal requirements.

Leadership Accountabilities

• Lead the Senior Analyst and any rotational students.
• Effectively collaborate with internal and external stakeholders.
• Be able to lead and execute program initiatives through others.

Key Internal and External Contacts

• The incumbent will report to the Senior Director, Strategy and Operations.
• The incumbent will often work closely with various internal departments (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 (technology vendors, research firms, consulting firms, etc.) to define solutions, optimize usability, or gather data/market intelligence.

Physical Demands / Working Conditions

• The incumbent works in a standard office environment, with in‑office collaboration being a key focus.
• The workload is demanding and subject to tight timeframes to produce results; there is frequently a need to re‑prioritize activities.
• Hybrid work is expected with 1–5 days in person depending on the level and seniority of the role.

What we offer

• 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.
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience.

Equity, Diversity & Inclusion

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.