Senior Manager, Retention Strategy & Performance - Real Estate Secured Lending (RESL) (Toronto)

Job Overview

Requisition ID: 260089

Join a purpose driven winning team, committed to results, in an inclusive and high‑performing culture.

Location: Toronto, Ontario, Canada

Responsibilities

• Own and manage mortgage retention performance through a portfolio lens, with accountability for identifying opportunities to improve margin and long‑term portfolio profitability while supporting solid customer retention outcomes.
• Analyze renewal and retention behavior across the mortgage portfolio, including term migration, spread changes at renewal, and product conversion opportunities, and quantify the impact of these behaviors on portfolio performance.
• Develop and articulate clear retention insights and strategic opportunities, synthesizing complex portfolio data into actionable recommendations that inform retention priorities, strategy design, and senior management decision‑making.
• Conceptualize portfolio‑driven retention strategies and campaigns based on observed customer behavior, pricing economics, and spread dynamics, and partner closely with Channel Retention Strategy and Execution teams to support the translation of these insights into executable initiatives.
• Provide ongoing performance oversight of retention outcomes, monitoring key indicators such as renewal volumes, retention rates, spread movement, and identifying emerging trends, opportunities, and risks.
• Develop and maintain forecasts for mortgage retention, renewal volumes, and expected mortgage payouts, incorporating portfolio behavior, pricing dynamics, and churn assumptions.
• Serve as a strategic partner to RESL Pricing, Portfolio Management, Finance, and Analytics teams, ensuring alignment between retention strategies, pricing economics, portfolio objectives, and profitability goals.
• Prepare clear, executive‑ready materials that communicate retention performance, insights, and strategic priorities to senior leadership, supporting informed discussions on portfolio trade‑offs and future direction.
• Ensure retention insights and strategies are grounded in sound risk awareness, incorporating the Bank’s risk appetite and governance expectations into analysis, recommendations, and decision‑making.

Qualifications

• Post‑secondary degree in Business, Finance, Economics, Analytics, or a related discipline preferred.
• 5+ years of relevant work experience, with 3–5 years of experience supporting a portfolio or business line within financial services, banking, or a similar environment.
• Mortgage or lending background/experience preferred.
• Strong communication skills with the ability to synthesize complex concepts into concise, executive‑level messaging.
• Demonstrated ability to analyze large data sets, derive insights, and quantify business impact; experience pulling data independently is a strong asset.

Benefits

• Competitive Reward Program, including bonus, flexible vacation, personal and sick days, and benefits will start on day one.