Manager - Mortgage Renewal Lifecycle

Overview

This is a hybrid role in Toronto. The Manager, Mortgage Renewal Lifecycle is accountable for supporting the design, delivery, and ongoing optimization of the Mortgage Renewal Lifecycle journey, a priority initiative aimed at transforming renewal from a rate‑driven transaction into a relationship‑led lifecycle moment. The role plays a critical part in executing the end‑to‑end journey, working closely with cross‑functional partners and the Mortgage Product teams to translate strategy into actionable plans, deliver high‑quality initiatives, and drive measurable outcomes.

• Support development and evolution of the Mortgage Renewal Lifecycle strategy and roadmap across pre‑renewal, renewal, and post‑renewal phases.
• Identify opportunities to improve retention, margin, product penetration, and customer experience.
• Translate strategic direction into clear execution plans, requirements, and deliverables, and support and lead components of end‑to‑end delivery from concept through launch and stabilization.
• Coordinate cross‑functional teams, track and manage dependencies, risks, and timelines across multiple work streams.
• Design and execute an end‑to‑end customer experience across digital, frontline, and assisted channels, including early engagement strategies (6–12 months pre‑renewal) and smart channel steering.
• Support post‑renewal engagement initiatives to drive primacy, product depth, and engagement.
• Work closely with key partners (Product, Marketing, Analytics, Digital, Frontline, Operations, Campaign Strategy & Execution) to ensure alignment, clarity of deliverables, and execution progress.
• Track and report on key performance indicators (retention, PPC growth, investment penetration, margin, customer engagement, and experience) and analyze performance data to identify trends, gaps, and opportunities.
• Develop measurement frameworks across lifecycle phases, support test‑and‑learn initiatives, and continuous optimization efforts.
• Implement the journey operating model, including stage gates, governance, cross‑functional working teams, delivery timelines, and milestones.
• Ensure initiatives align with BMO’s risk management framework and regulatory requirements, identify and elevate risks, and support adherence to governance standards and approval processes.

• Typically 4–7 years of experience in retail banking, lending/home financing, strategy, or consulting.
• Experience supporting or delivering cross‑functional programs or initiatives.
• Strong ability to manage multiple work streams and operate in a fast‑paced, evolving environment.
• Exposure to home financing or customer lifecycle management is an asset.
• Post‑secondary degree in Business, Commerce, Engineering, or a related field; MBA or advanced degree is an asset.

• Structured thinking and problem‑solving – strong
• Program delivery and execution – strong
• Customer lifecycle and experience understanding – strong
• Stakeholder coordination and collaboration – strong
• Data‑driven analysis and performance tracking – strong
• Communication and stakeholder updates – strong
• Ability to operate in ambiguity and evolving scope – strong

Salary: $75,900.00 – $ (Salaried). BMO offers health insurance, tuition reimbursement, accident and life insurance, retirement savings plans, performance‑based incentives, discretionary bonuses, and other rewards. For more details, visit

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process.