Director, Mortgage Fulfillment

The Role

We are looking for a strategic, high‑performing Director, Fulfillment to lead and oversee Neo’s mortgage fulfillment function. Reporting directly to the Vice President, Mortgages, you will own the critical bridge between underwriting approval and final funding.

What you’ll be doing

• Leading & Scaling the Team: Directly lead, mentor, and develop a multi‑tiered fulfillment function—including Managers, Team Leads, and Mortgage Fulfillment Officers. Own workforce planning, capacity management, and team structuring to foster a culture of high performance, accuracy, and engagement.
• Owning the Fulfillment Pipeline: Command the end‑to‑end mortgage fulfillment process, from initial condition review through document collection, verification, and ensuring files are complete and ready for funding, with full compliance.
• Driving Process Innovation & Automation: Design and implement strategic initiatives focused on technology adoption, workflow optimization, and process automation to eliminate manual friction and scale capacity.
• Cross‑Functional Collaboration: Partner closely with Underwriting, Sales, and Quality Control teams to remove bottlenecks, reduce time‑to‑fund, and improve approve‑to‑fund conversion ratios.
• Enforcing Governance & Controls: Establish and enforce rigorous standards and operational controls, mitigating fraud and documentation risk while ensuring stellar performance during internal and external audits.
• Data‑Driven Optimization: Monitor performance data, diagnose root causes of pipeline delays or exceptions, and regularly prepare executive‑level reports on throughput, SLA performance, and team productivity to guide strategic decisions.

Who we’re looking for

• An Experienced Mortgage Operations Leader: Proven senior management experience specifically within mortgage fulfillment or underwriting, with deep understanding of the Canadian mortgage landscape, investor guidelines, and default insurer requirements.
• A People Developer: Experienced leader of leaders who can coach, inspire, and set clear KPIs while maintaining high morale and accountability in a fast‑paced environment.
• A Tech‑Forward Optimizer: Actively seeks to improve status quo, leveraging technology and automation to transform manual processes into efficient, scalable workflows.
• Detail‑Oriented with a Risk Mindset: Uncompromising eye for detail, understanding of regulatory and compliance requirements, and a commitment to maintaining a pipeline with zero critical audit findings.
• An Executive Communicator: Seamlessly navigate conversations with cross‑functional peers, translate operational metrics into strategic insights for executive leadership, and uphold leadership competencies.
• A Results‑Driven Problem Solver: Motivated by metrics, thrives on hitting aggressive SLAs, reducing turnaround times, and solving complex execution challenges.
• Ready to undertake security screening: Willing to undergo mandatory background checks, including criminal records and credit checks.

Total Rewards Overview

• Salary: Strong base salary aligned with market ranges, with flexibility to tailor cash and equity mix to match long‑term goals. Final compensation is based on skills, experience, and scope; exceptional talent may receive enhanced offers.
• Equity Ownership (where eligible): Full‑time team members share directly in the upside of one of Canada’s fastest‑growing companies, providing meaningful long‑term wealth‑building potential tied to success.

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive.