WHO WE ARE
HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product.
OUR VALUES, OUR PASSION
At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.
- Customer-Focused. Passionate Advocates
- Courage to Act. Do the Right Thing
- One Team. One Vision
- Think Long-Term. Ever-Evolving
- Be Exceptional. Inspire Greatness
POSITION SUMMARY
The Senior Manager, Operational Effectiveness is accountable for driving measurable improvements in efficiency and risk outcomes across Adjudication & Mortgage Funding (and, where applicable, Servicing and Default Management), in alignment with the Bank’s Risk Appetite and strategic objectives. This role leads the execution of continuous improvement initiatives, enabling consistent, scalable, and well-controlled operations through lean methodology, operational excellence practices, and strong change management.
This role will be responsible for:
Focus on process and policy enhancements, through stakeholder feedback, to gain adjudication & funding efficiencies.
Implementing lean methodology to drive continuous improvement and enable a best-in-class customer, partner, and employee experience.
For Communication strategy, own operational communications and stakeholder engagement to drive clarity of roles, handoffs, and accountabilities across Operations and Sales.
Support effective change management and lead implementation of key initiatives and process improvements across Pre-funding including process pilots, readiness, training coordination, and post implementaion stabilization to ensure sustainable outcomes
Oversee operational knowledge assets, including SOP inventory framework, process documentation standards and updates aligend with policy, system, and process changes via the Operations Sharepoint Hub
Be an active participant in the Bank’s Automation & Digitization strategy, supporting operational innovation and change management.
Develop and foster a strong relationship with Internal Controls, Fraud, Post-Funding (Mortgage Servicing, Client Relations and Default Management) to improve the E2E journey through Operations
The role is a key partner to the Operational functions, the Sales, Product Management, and Risk (Compliance, Credit Risk) related teams. The role will support cross-functional squads to optimize processes and be responsible for execution of key operational initiatives for the respective operation functions.
To achieve operational excellence, the position requires a solid understanding of credit underwriting, mortgage subject matter expertise, operations, risk management, and regulatory compliance to effectively execute. This includes adherence of Pre-funding to the Bank’s policies and procedures and regulatory requirement in the day-to-day processes.
The role fosters a collaborative relationship with the Bank’s other departments within Operations, Sales and Marketing, Risk, Technology and Project Management. The role must lead by example and ensure healthy, effective relationships within the Bank with an overarching focus on maximizing Customer and Employee experience.
MAJOR ELEMENTS OF THE ROLE
Key accountabilities of this position include:
Solid understanding of key processes and policies from Adjudication through Default Management to improve operational processes and enhance overall efficiency. Lead and/or support execution of key operational initiatives; ensure timely and effective implementation.
Strong collaboration with cross-functional teams to streamline operations and improve service delivery. Leverage Front to Bank Methodology to integrate front-end customer interactions with back-end process to improve Customer Experience to best in class.
Implement lean methodology to drive continuous process improvement across all operational functions. Identify and eliminate waste, streamline processes, and enhance overall efficiency. Train and mentor team members on lean principles and practices.
Create and manage operating models to provide credit and funding related deal support for sale inquiries, offering status updates. Support operational teams with process/systems for effective queue management.
Foster a culture of continuous improvement, collaboration, inclusiveness and accountability. Develop and mentor team members, promoting professional growth and development.
Strong stakeholder engagement to gather insights and feedback on operational processes; and effective communication strategy to communicate progress and outcomes of initiatives.
SKILLS AND EXPERIENCE REQUIRED
Qualifications & Attributes:
Bachelor’s degree in business administration, Finance, Operations Management, or related field.
Progressive experience in mortgage operations, with demonstrated exposure to adjudication, funding and operational risk controls.
Proven experience in implementing lean methodology and driving continuous improvement initiatives.
Strong leadership and team management skills.
Excellent analytical, problem-solving, and decision-making skills with the ability to work in a fast-paced environment.
Exceptional communication and interpersonal skills.
Experience with Automation & Digitization in Banking or related educational equivalent is an asset.
Past Branch Banking and or direct Customer experience is an asset
Key competencies include operational excellence, risk management, quality assurance, lean methodology, strategic thinking, and customer focus.
Working Conditions Unique to Job
Hybrid working environment
WHY WORK AT HOMEEQUITY BANK?
Great Environment
HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.
We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
A Dynamic Culture – With People at the Centre
We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.
Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.
Celebrating Great Work and People
We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.
From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.
Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.
The Perks (for eligible employees)
HomeEquity Bank offers a competitive total rewards package that includes:
Extended health and dental benefits
Employee & Family Assistance Program
Employer-Matched Group Retirement Savings Plan
Employee Share Investment Plan
Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
Employee corporate discount for GoodLife Fitness
HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.
Please note that our successful candidate is required to complete a background check.
Stay in the Know
Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:
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Chip.ca
Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
Skills Required
- Bachelor's degree in business administration, Finance, Operations Management, or related field
- Progressive experience in mortgage operations, with demonstrated exposure to adjudication, funding and operational risk controls
- Proven experience in implementing lean methodology and driving continuous improvement initiatives
- Strong leadership and team management skills
- Excellent analytical, problem-solving, and decision-making skills with the ability to work in a fast-paced environment
- Exceptional communication and interpersonal skills
- Experience with Automation & Digitization in Banking or related educational equivalent
- Past Branch Banking and or direct Customer experience
What We Do
HomeEquity Bank is a Schedule I Canadian bank and is the only provider exclusively focused on reverse mortgages for homeowners aged 55 and over. HomeEquity Bank is a privately held company and helps Canadians live retirement their way by providing a safe, secure, and easy way to access the equity they’ve built up in their homes through their financial solutions, the CHIP Reverse Mortgage® and Income Advantage®. HomeEquity Bank has been the leader of reverse mortgages in Canada since its inception in 1986. HomeEquity Bank has an effective direct-to-consumer distribution model as well as a well-established network of referral partners. This extensive partner network includes all major Canadian banks, credit unions, mortgage brokers, and financial planning firms.
