Senior Specialist, Client Relations

Canada Mortgage Housing Corporation; Calgary; Hybrid; CAD 104,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

Group insurance coverage

Training & mentorship

Flexible work arrangements for certain

Job summary

Canada Mortgage Housing Corporation (CMHC) is seeking a Senior Specialist, Client Relations to apply deep HO MLI policy knowledge and lender operations expertise. The role supports the National Key Account Manager and regional teams, coordinating lender strategic plans and ensuring effective service delivery.

This 18-month temporary position emphasizes strategic leadership, cross-functional collaboration and strong client focus in a hybrid Calgary-based setting, with travel as required.

Qualifications

• An undergraduate degree in real estate or a related field, or equivalent experience.
• Seven+ years in client relationships and operations.
• Comprehensive knowledge of HO MLI policies, products and workflows.
• Strong strategic thinking and analytical skills with practical recommendations.
• Superior bilingual communication (English & French) in writing and speaking.

Responsibilities

• Support the National Key Account Manager in developing lender strategic plans and cascading into regional KPIs.
• Provide strategic leadership by synthesizing lender insights and performance into actionable recommendations.
• Guidance on HO MLI policies and products, coordinating with SME for consistency and improvements.
• Liaise with lender head office to understand origination and insurance workflows and coordinate solutions.
• Coordinate planning, reviews and follow-ups with the National Key Account Manager and regional teams.
• Serve as a liaison with policy, underwriting and operations to align initiatives and manage risks.
• Develop communications, briefing materials and training to enable teams to implement priorities.
• Provide coaching and advisory support, incorporating regional feedback into national planning.

Skills

Strategic thinking

Analytical skills

Communication (EN/FR)

Influence & negotiation

Relationship building

Coaching

Planning & coordination

Problem solving

Education

Undergraduate degree in real estate or related field

Tools

CRM

Dynamics 365

Job description

Select how often (in days) to receive an alert:

Office Location:Calgary (AB); Halifax (NS); Montreal (QC); Ottawa (ON); Toronto (ON); Vancouver (BC)

Travel Requirement:Frequent

Language Skill Levels (Read/Write/Speak):ZZZ

Security Requirement:Reliability Status

Salary:Our salaries generally range from $104180.28to $130225.36and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

Our commitment to diversity, equity, and inclusion

We're committed to advancing employment equity and fostering an inclusive workplace. To reflect the diversity of Canada’s population, we encourage applications from women, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, veterans, and racialized peoples. We also welcome applications from all individuals eligible to work in Canada.

We are also committed to advancing reconciliation with Indigenous Peoples and supporting the meaningful inclusion of First Nations, Inuit, and Métis voices and priorities. While this position is hybrid requiring some in-office presence, a work from home arrangement may be considered for First Nations candidates on reserve or Indigenous candidates that reside further than 125KM from a CMHC office.

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a contract employee:

• Annual individual performance bonus.
• Group insurance coverage to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About the role

Join the Insurance Business Development team, in the Senior Specialist, Client Relations position. In this role, you will draw on your extensive knowledge of homeowner mortgage loan insurance (HO MLI) policy and lender operations to provide strategic thought leadership, advice and enablement to the National Key Account Manager and regional teams. You will support the development, communication and cascade of lender strategic plans into coordinated regional activities, serving as a key liaison with internal partners to align priorities, resolve operational issues and strengthen the client experience.

This is a temporary position with a duration of 18 months.

What you'll do:

• Support the National Key Account Manager in developing and monitoring lender strategic plans aligned with corporate priorities, client needs and market intelligence, and coordinate their cascade into regional engagement plans, activities and key performance indicators.
• Provide strategic thought leadership by synthesizing lender insights, business performance, client feedback and competitive trends into actionable recommendations that inform account priorities, business development opportunities and the client experience.
• Provide guidance on HO MLI policies, products and operational requirements, working with internal subject-matter experts to support consistent interpretation, address complex inquiries and identify process or program improvements.
• Liaise with lender head office and operational contacts to understand mortgage origination and insurance workflows, identify recurring needs and coordinate solutions that support consistent national practices and effective service delivery.
• Coordinate planning, business reviews and follow-up with the National Key Account Manager and regional teams, clarifying actions, responsibilities and timelines, monitoring progress and escalating risks or barriers to implementation.
• Serve as a liaison with internal policy, underwriting, operations and other business partners to align lender initiatives, resolve complex or sensitive issues and communicate client needs and emerging risks.
• Develop coordinated communications, briefing materials, tools and training that equip the National Key Account Manager and regional teams to communicate lender priorities, implement initiatives and share knowledge consistently.
• Provide coaching and advisory support to national and regional teams, sharing HO MLI expertise and best practices and bringing regional feedback into national planning to strengthen execution and continuous improvement.

What you should have:

• An undergraduate degree in a field relevant to real estate (e.g., business administration, finance, economics, or commerce), or an equivalent combination of education and experience.
• A minimum of seven (7) years of relevant experience in client relationships and operations.
• Comprehensive knowledge of HO MLI policies, products and operational requirements, and strong understanding of lender mortgage origination, underwriting and insurance processes.
• Strong strategic thinking and analytical skills, with the ability to synthesize client insights, market intelligence, and performance data into practical advice and recommendations.
• Superior written and verbal communication skills in both official languages (English and French), including the ability to influence and negotiate; able to deliver clear, persuasive presentations and gain acceptance of proposals or plans.
• The ability to build effective relationships with lender contacts and internal partners, facilitate cross-functional collaboration, and provide coaching and advisory support to national and regional teams.
• Superior problem-solving skills and sound judgment in resolving complex policy and operational issues and identifying risks requiring escalation.
• Strong planning and coordination skills, with the ability to translate strategic priorities into actionable plans and manage concurrent initiatives in ambiguous, fast-paced environments.

It would be great if you also had:

• An MBA, PMP, Lean Six Sigma designation, or experience in residential mortgage lending, national account planning or operational improvement initiatives.
• Extensive working knowledge and experience with CRM and Dynamics 365.

Posting closing date: Note, the competition will remain active until filled.