Senior Manager, Mortgage Retention and HELOC Strategy

About the Role

Reporting to the Senior Director, Strategy and Operations, the Senior Manager, Mortgage Retention and HELOC Strategy is responsible for devising strategies and launching initiatives to drive maximum customer retention and delightful customer experiences, and growth and profitability of the 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 such as Renewals, Credit, Sales, Operations, Finance, and Risk.

• Recommend strategies and initiatives that enhance retention, customer experience, and profitability for the single‑family residential mortgage business and the HELOC product.
• Research data, develop proposals, and influence the upgrade of strategies and programs.
• Translate insights from Renewals leadership into operationally ready initiatives.
• Engage stakeholders—Legal, Compliance, Risk, Credit, Mortgage Services, Technology—to ensure initiatives meet internal and external policies.
• Conduct market research to inform engagement plans, financial projections, and competitive analysis.
• Act as subject matter expert on products, policies, and procedures.
• Lead and support the execution of strategic initiatives.
• Evaluate the effectiveness of implemented strategies and provide learnings.
• Review pricing strategies and forecast budget requirements related to retention, HELOC growth, and margins.
• Own the ROE calculator for Renewals, reviewing assumptions to maintain accuracy.
• Communicate progress, elicit feedback, and enable stakeholder reviews.
• Manage competitive analysis on a quarterly or ad‑hoc basis.
• Maintain vendor relationships.
• Identify and manage business activities (operating model, training, communications) that support initiatives.
• Facilitate problem‑solving on a day‑to‑day basis with development teams.
• Ensure timely implementation of initiatives by aligning approach, setting goals, and managing people.

• Post‑secondary degree in Commerce, Management, Economics, Finance, Engineering, Computer Science, or related field.
• MBA or other graduate degree a plus.
• 10+ years of Canadian financial institution experience in mortgage lending, product management, or mortgage sales.
• Experience working closely with technology teams through the full SDLC, including vendor management.
• Strong passion for delivering first‑class customer experiences.
• Understanding of Canadian banking regulatory context.
• Proven ability to initiate and execute projects.
• Experience with product management, development, and influencing senior executive decisions.
• Inclusive, results‑oriented mindset and ability to thrive in a dynamic, team‑oriented environment.
• Excellent verbal and written communication skills across technical and executive audiences.
• Proficiency with collaboration tools such as Microsoft Office and JIRA.
• Strong attention to detail and facilitation skills for complex problem‑solving and outcome execution.

• Confident, personable, professional presence.
• Comfortable working in ambiguous situations with minimal supervision.
• Excellent organizational skills, managing time and tight deadlines.
• Strong interpersonal skills and experience with senior executives.
• Ability to communicate technical or conceptual information to non‑technical audiences.
• Creative problem‑solving for customer retention in a competitive environment.
• Prioritize rapid change, balancing customer demand, business need, technical challenge, and operational risk.
• Contribution to the evolution of the enterprise‑level product roadmap.
• Handle multiple competing priorities simultaneously.
• Independent, self‑motivated, and enthusiastic.
• Relentless focus on customer experience and accountability.

• Launch and steward product initiatives that deliver against the strategic roadmap.
• Manage discrete budgets for individual initiatives.
• Provide subject‑matter expertise on products, solutions,…