Senior Manager, Mortgage Retention and HELOC Strategy
Job description
About the role
Join a Challenger
EQ is in the midst of a bold transformation, striving to advance the financial wellbeing of Canadians from coast to coast. Our mission is to provide a broad spectrum of services, including everyday banking, lending solutions, trust services, and credit union options. We have operated for more than fifty years, beginning in 1970, consistently questioning the status quo of conventional banking. Our focus is on building smarter, faster, and more interconnected financial experiences that respond to the realities of modern life.
Our progress is powered by people. These are the challengers who refuse to accept "this is how it has always been done." They are the ones who probe deeper, question long-held beliefs, and search for more effective paths forward. If you are eager to leave a mark on the Canadian banking landscape and contribute to the vitality of our nation's businesses, a new path may be opening for you right now. We are eager to make your acquaintance.
- Senior Manager, Mortgage Retention and HELOC Strategy
Position Overview
This position holds primary ownership for the complete retention strategy applied to our mortgage and HELOC customer base. The central responsibility involves crafting precise interventions that are informed by customer behavior and dedicated to preserving long-term value. Success in this role requires the ability to convert intricate portfolio data into understandable actions that encourage clients to remain with EQ. The ideal candidate thrives when faced with structured ambiguity and possesses a clear line of accountability for measurable results.
The role is designed for a professional who will map the entire customer journey, identifying the specific moments when accounts consider staying or departing. You will design retention initiatives that are highly targeted, ensuring they balance risk management, regulatory compliance, and the specific expectations of our clientele. A core function involves working closely with analytics partners to test theories and refine experiments designed to retain customers. You will lead sensitive conversations with clients who are at risk, navigating complex situations with care and professionalism.
A significant part of the position involves translating the performance of the portfolio into a compelling narrative. This story guides daily operational decisions and aligns the team around shared objectives. You will be responsible for establishing clear playbooks that standardize how the organization reacts to data signals and operational requests. Ensuring seamless coordination is vital, moving retention efforts smoothly from the analysis phase to active outreach. This includes close collaboration with legal and compliance departments to guarantee that all offers and disclosures are appropriate and adhere to regulations.
Key Details**
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Location: Canada
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Engagement: Full-time
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Compensation: $165,000 to $195,000 CAD annually
Core Responsibilities
- Analyzing customer journeys to determine the underlying reasons for account retention and attrition.
- Creating retention strategies and offers that carefully balance risk, compliance requirements, and client needs.
- Working with analytics teams to test hypotheses and improve retention methodologies.
- Managing direct communications with clients who are at risk of leaving, particularly in sensitive cases.
- Converting portfolio analytics into clear narratives that direct everyday operations.
- Developing and maintaining playbooks for consistent team responses.
- Overseeing the transition of retention initiatives from analytical insights to outreach execution.
- Coordinating with legal and compliance units to ensure all customer communications are suitable and regulatory sound.
Required Qualifications
- Authorization to work in Canada is mandatory, including Canadian citizenship, permanent residency, or valid work authorization.
- A minimum of three years of direct experience in mortgage or lending retention roles.
- Demonstrated ability to manage portfolios where financial balances, risk profiles, and compliance rules intersect.
- Skill in explaining sophisticated models and scores to stakeholders without technical data expertise.
- Proficiency in using data exploration tools such as SQL and Python.
- Hands-on experience with standard data platforms and business visualization software.
Preferred Qualifications
- Previous experience working within a federally regulated financial institution in Canada.
- Familiarity with regulatory bodies and the ability to work effectively with compliance teams on delicate matters.
Core Tools and Skills
Proficiency in SQL, Python, Tableau, and PowerBI is essential for success in this position.
Important Application Information
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