Team Lead, Mortgage Underwriting

Join our team as a Residential Mortgage Underwriting Team Leader, where you'll play a pivotal role in coaching, quality assurance, and risk management within the Ontario & Atlantic Team. You'll conduct regular sessions; help set performance goals to ensure targets are met. Your expertise will be crucial in researching market trends and cultural variances, handling escalations, and supporting workflow management. With a deep understanding of local real estate market trends, you'll collaborate with business partners to drive team success and continuous improvement. 

Position Responsibilities:

• Conduct bi-weekly coaching and reporting based on file review findings; set and monitor SMART goals for productivity, quality, and turnaround times.

• Perform quality checks on productivity and pre-funding accuracy.

• Handle escalations, appeals, and complaints with urgency (same-day acknowledgment); assist the manager in resolving escalations with supporting facts.

• Apply effective operational practices (scheduling, resource management, workflow oversight) to meet service level standards.

• Collaborate with business partners and vendors to support team success.

• Identify and address training gaps; plan and implement training for new hires and provide cross-departmental training as needed.

• Track employee progress and report to leadership; prepare quizzes and feedback surveys to measure training effectiveness.

• Support overflow work and review queues; assist other team leads when required.

• Represent the team in working groups as a subject matter expert; assist with audits and process improvement initiatives.

• Identify knowledge gaps, process efficiencies, and risk trends; proactively report and mitigate risks.

• Advocate for continuous improvement, change management, and business initiatives.

• Empower underwriters and ensure accountability for decision-making.

Required Qualifications:

• 7 + years progressive experience in the financial services, particularly, advanced knowledge of residential lending practices and products as well as risk management

• Demonstrated ability to be flexible and exercise judgement in a changing environment 

• Leadership skills with shown capability to encourage a culture of commitment, positivity, and excellence

• Candidate must live within the region they support to maintain a strong understanding of local real estate market trends and cultural nuances.

• Change management training

Preferred Qualifications:

• Strategic and creative thinker focused on finding solutions to unique customer needs

• Expert knowledge of credit

• Previous banking experience is helpful.

• Ability to work in a dynamic team environment and handle several tasks simultaneously

• Excellent organizational, written and communication skills

• Strong attention to detail

• Ability to influence and negotiate with the ability to achieve consensus

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.