Default Management Supervisor

We are seeking an experienced and people-focused leader to join our Residential Lending Services team as Default Management Consultant.

This role is responsible for leading a team that supports customers experiencing financial hardship while balancing customer outcomes, operational effectiveness, and risk management objectives. The successful candidate will provide leadership and coaching to a multi-location team responsible for mortgage and lending delinquency management, loss mitigation activities, and resolution strategies across retail lending and demand account products.

The Default Management Consultant is accountable for delivering service excellence, maintaining regulatory and policy compliance, enhancing operational performance, and fostering a highly engaged, customer-focused culture. This leader will work closely with business partners across Lending, Risk, Legal, Customer Experience, and Operations to ensure effective resolution of complex customer situations while supporting Manulife Bank's risk appetite and customer commitments.

• Lead, coach, and develop a high-performing team through ongoing performance conversations, development planning, mentoring, and recognition.

• Foster an inclusive, collaborative, and accountable team culture that supports engagement, innovation, and continuous improvement.

• Provide guidance and support in managing complex customer situations and escalated cases.

• Ensure employees possess the knowledge, capabilities, and tools required to effectively perform their responsibilities.

• Support workforce planning and resource management to meet service, quality, and operational objectives.

• Drive exceptional customer experiences through empathetic, professional, and solution-focused interactions.

• Monitor work volumes, productivity, quality, and service performance to ensure operational objectives are achieved.

• Identify opportunities to improve processes, reduce customer effort, and enhance service delivery.

• Provide additional support by jumping into action and helping to manage cases during higher-than-normal volumes to guarantee service level standards are consistently met

• Support activities related to delinquency management, loss mitigation, and resolution strategies across mortgage and lending products.

• Ensure delinquent and higher-risk accounts are identified and managed proactively and consistently.

• Support team members in evaluating customer circumstances and negotiating sustainable repayment solutions within policy guidelines.

• Review escalated arrangements, risk mitigation recommendations, and account strategies to ensure appropriate decision-making and elevate to the Manager, Default Management as required.

• Ensure account documentation, customer records, and collection activities meet regulatory, legal, and internal policy requirements.

• Support interactions with legal partners, insolvency proceedings, bankruptcy and consumer proposal activities, and third-party service providers, where applicable.

• Ensure operational controls, audit requirements, and compliance procedures are being followed by the team.

• Identify operational, customer, and compliance risks to the Manager, Default Management.

• Support internal audits, reviews, and business initiatives as required.

• Act as a key business partner on projects, process improvements, and transformation initiatives.

• Champion continuous improvement and leverage data-driven insights to enhance team effectiveness and customer outcomes.

• Support implementation of new tools, technologies, and operating models that improve efficiency and service delivery.

• 3+ years of progressive experience in default management, mortgage servicing, collections, loss mitigation, banking operations, or a related financial services environment.

• Previous people leadership experience with demonstrated success developing and coaching teams.

• Strong understanding of residential mortgage products, lending practices, and delinquency management strategies.

• Knowledge of insolvency processes, bankruptcy legislation, collections practices, and applicable provincial regulations.

• Strong analytical and problem-solving skills with the ability to manage complex customer and business situations.

• Demonstrated ability to influence stakeholders and build collaborative relationships…