Senior Manager - Mortgage Renewal Lifecycle

Final date to receive applications:07/01/2026

Address:33 Dundas Street West Job Family Group:

Customer Solutions This is a hybrid role in Toronto Senior Manager, Mortgage Renewal Lifecycle (Contract)

Location:

Toronto, ONTeam:
Customer Lifecycle Management

Reports to:

Director, Customer Lifecycle Management & Strategy Contract Duration: 16 Month Contract Through October 31, 2027

Role Summary The Senior Manager, Mortgage Renewal Lifecycle (Contract) is accountable for leading the design, build, and delivery of the Mortgage Renewal Lifecycle journey , a priority initiative aimed at transforming renewal from a rate-driven transaction into a relationship-led lifecycle moment .This role owns end-to-end journey health and effectiveness , from strategy through execution and post-launch optimization, with a focus on improving customer retention, primacy, and long-term relationship growth .

The Senior Manager will lead cross-functional efforts to engage customers earlier, orchestrate personalized experiences across channels, and unlock value before, during, and after renewal.

Operating in a high-visibility and time-bound mandate, this role requires a leader who can stand up a complex journey from the ground up , align diverse partners, and deliver measurable outcomes within a defined delivery window.

Key Accountabilities Journey Ownership & Strategy Define and lead the Mortgage Renewal Lifecycle strategy and roadmap , spanning pre-renewal, renewal, and post-renewal phases

Identify and prioritize opportunities to improve retention, margin, product penetration, and customer experience

Ensure alignment to broader retail banking, home financing, and customer lifecycle strategies

Position mortgage renewal as a critical lifecycle moment to deepen relationships , not just complete a transaction

End-to-End Delivery & Execution Own end-to-end delivery of the journey , from concept through launch and stabilization

Translate strategy into clear execution plans, roadmaps, and deliverables

Lead cross-functional teams to deliver initiatives on time and with high quality

Proactively manage dependencies, risks, and competing priorities across teams

Stand up and drive delivery against a structured build plan (strategy design build launch optimize)
Customer Experience & Channel Orchestration Design and deliver a seamless, end-to-end customer experience across digital, frontline, and assisted channels

Drive early engagement strategies (6–12 months pre-renewal) to build relationship strength and trust

Enable smart channel steering (digital vs. advice-led) based on customer complexity, value and direction provided by the product teams

Ensure post-renewal engagement opportunities are captured to grow primacy, product depth, and engagement

Stakeholder & Partner Leadership Act as the central point of accountability across all partners contributing to the journey

Partner closely with:

Product (Home Financing, Unsecured Lending & Cards, Investments, Everyday Banking)
Marketing Analytics / Data & Insights Digital Frontline  / Channel Enablement Operations Campaign  Strategy & Execution Drive alignment, decision-making, and shared accountability across stakeholders

Represent the journey in governance forums and senior leadership discussions

Performance Management & Optimization Define and track key performance indicators (KPIs) , including retention, PPC growth, investment penetration, customer engagement, and experience

Establish measurement frameworks to evaluate performance across pre-, during-, and post-renewal phases

Use data and insights to identify optimization opportunities and refine strategy

Drive a test-and-learn culture , continuously improving journey outcomes

Operating Model & Buildout Establish and implement a scalable journey operating model , including:

Stage gates and governance

Cross-functional working teams

Delivery timelines and milestones

Ensure initiatives are set up for long-term sustainability and ongoing optimization post-contract

Document frameworks, playbooks, and best practices to support transition to steady-state operations

Risk & Governance Ensure alignment with BMO’s risk management framework and regulatory requirements

Identify…