Senior Product Owner, Broker Experience

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

Purpose of Job:

The Senior Product Owner, Broker Experience is responsible for improving the experiences of our brokers, internal teams and other users through developing new products, feature enhancements and experiences on a given number of technology assets.

This role will work closely with the Sales and business teams across Personal Lending to build and continuously improve the capabilities related to the broker experience and management including but not limited to: onboarding, monitoring, and reporting for broker management, payment of broker commissions and management of related risks as they pertain to Product. They must ensure that all internal documents and procedures are well documented and kept up to date to ensure all corporate and regulatory requirements are met by the department.

Working closely with technology partners and multiple business functions and stakeholders, they will drive enhanced broker experience through product discovery, data analysis, feature definition, backlog grooming, and project management.

The incumbent must be highly knowledgeable of CRM systems with a preference for candidates that have experience with Microsoft Dynamics. Additionally, knowledge about the mortgage Broker channel and industry practices, the Bank’s products & internal processes is preferred. The individual must possess the talent to collaborate and work effectively with the Sales, SFR Credit, Operations, Funding, and other relevant internal stakeholder groups.

Key outcomes for this roles are:

• Salesforce effectiveness including growing submitted volumes and total customers for all Lending products
• Effective use of CRM capabilities to improve broker engagement and loyalty and build EQB’s brand within the broker community
• Broker and advisor experience including NPS
• Continuous improvement to the overall Sales functions and related digital assets used within Lending
• Supporting the ongoing Broker Governance and Control projects as required by the business unit.

Let's talk about activities:

• Working closely with the Personal Lending teams to continuously leverage and optimize how technology is being used to impact the broker, advisor and BDMs experience
• Lead the discovery including any research to create the strategy for relevant assets and maintain feature backlogs to drive roadmap planning for CRM and related technical assets supporting Broker Management
• Support initiatives & Product leads for key POS integration partners such as Filogix, Newton, M3 and Lendesk
• Leverage data analytics to improve prioritization of initiatives and to track results of deliveries
• Lead/or participate in cross-functional teams responsible for implementing new products, and key segment journeys
• Consult with stakeholders at all levels of the organization and manage the relationships with third-party product providers
• Stay current with changes and opportunities occurring in the Fintech, retail, global, and financial services industries
• Collaborate with Risk Management to ensure effective policies and controls, and mitigation strategies are present
• Regularly meet with users to discuss their needs and synthesize findings to inform product strategy
• Increase transparency by surfacing, tracking and communicating the right business metrics and regular feedback loops
• Work closely with stakeholder teams to launch new features, develop release communication, go-to-market plans, and drive product adoption
• Define and participate in systems and processes that allow the product team to work effectively across the organization
• Ensure all products and digital assets related to the broker experience and management program is aligned with EQB’s policies

Let's talk about you!

• Have 5+ yeas of experience as a Product Manager with experience in CRM systems
• Have 5+ years of experience in Banking with specific preference for experience in Lending
• Have 3+ years of understanding of residential mortgage market, mortgage underwriting, fulfilment, compliance, and loan structuring.
• Strong leadership and coaching skills
• Established and thorough organizational skills
• Strong facilitation and conflict resolution skills
• Established organizational skills with the ability to handle multiple competing priorities.
• Ability to manage multiple projects simultaneously among multiple stakeholders.
• Demonstrated ability to work independently and lead/influence others to achieve goals.
• Strong stakeholder management skills.
• Strong time management, analytical and problem solving skills.
• Highly developed verbal and written communication skills with the ability to respond in a clear, concise and professional manner.
• Knowledge of project management practice including Agile and current methodologies
• Committed to providing superb customer service
• Demonstrated ability to use MS Office (MS Word and Excel)
• Proven ability to thrive and perform well in a constantly changing, high volume and high intensity environment
• Sound knowledge of AML & ATF practices
• Elevated knowledge of fraud risk in the mortgage industry and ability to mitigate concerns related to key risks inherent in the mortgage space

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus 

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days 

🖥 Virtual events to connect with your fellow colleagues

🎓 Annual professional development allowance and a comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!