Servicing Initiatives Manager

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. 

The Associate Manager, Mortgage Services Initiatives, will act as the business unit lead for departmental initiatives and corporate projects of varying complexity and scale. The Associate Manager must coordinate and collaborate on escalations, investigates, BU enhancements and to act as project lead to execute BU initiatives according to established timelines. Initiatives may be sponsored by Mortgage Services or be corporate, strategic initiatives from Senior Management. The incumbent must collaborate with departmental Managers, along with other internal functional support groups and business partners.

The incumbent is required to understand and remain mindful at all times of the continued effectiveness of Mortgage Services operational practices, procedures, and system integrations.

The Associate Manager, Mortgage Services Initiatives is responsible for meeting the project’s objectives and overseeing completion of business unit requests and quality control throughout its life cycle.

• Act as lead in executing initiatives of varying complexity and scale; work with other internal functional support groups and external suppliers and business partners and provide timely and detailed analysis on all investigations and escalations as required.
• Effectively coordinate and execute projects in accordance with established Change Management and Project Management policies, procedures and methodologies.
• Effectively manage execution of multiple projects of different priority levels from initiation through to implementation. Identify and manage project dependencies.
• Provide subject matter expertise and post-implementation project support as required.
• Maintain and demonstrate a strong understanding of cross-departmental operations in order to provide detailed requirements and impact analysis. Engage other departmental resources as required.
• Develop and communicate project plans and timelines effectively for communication with Management team.
• Coordinate, complete, and oversee appropriate user acceptance and business unit testing within the Business Support team and the department overall.
• Work with Training team to ensure appropriate product, process, and system training is completed for staff.
• Develop new and/or modify existing business unit procedures to support implementations.
• Identify the business unit resources and stakeholders; facilitate meetings and provide efficient communication across all levels of a project to ensure consistency in reaching project goals.
• Maintain Business Support team procedures, work methods, and testing approach.
• Participate in and/or lead business unit improvement initiatives.
• Report, track, prioritize, and test fixes related to production support items experienced within Mortgage Services.
• Provide management, direction, and leadership to Business Support Specialists.
• Supervise development and communication of required reporting and analysis.
• Maintain process flows to ensure they reflect current business practices.
• Identify the business unit resources and facilitate meetings and provide efficient communication across all levels of a project to ensure consistency in reaching project goals
• Point of contact for interdepartmental escalations pertaining to the SFR Department which may include, but not be limited to, system, processes and/or procedures

• Post-secondary education (diploma/degree), preferably in business, finance, or project management
• At least 5 years’ experience in the financial services industry in a mortgage related role
• Must have an expert ability to balance competing or conflicting requests of various projects, stakeholders, requiring a professional approach and highly developed negotiation and influencing skills
• Exposure to working successfully within Agile Project Management
• Skilled use of Microsoft Office Suite (SharePoint, Word, Excel, PowerPoint with extensive experience in Jira/Confluence)
• Experience in developing and overseeing a product from conception to launch
• Demonstrated ability to identify and implement creative business solutions
• Experience documenting business process flowcharts
• Demonstrated ability to work effectively and quickly gain credibility with stakeholders
• Understanding of project financials management (estimating, budget creation, tracking, forecasting)
• Experience working with Business Analysts to define business requirements
• Superior negotiation and collaboration skills to lead/influence others to achieve goals
• Excellent 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

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!