Bilingual Senior Analyst, Residential Lending Experience & Performance

Join a Challenger

At EQ were remaking banking so every Canadian gets ahead every day. Serving nearly 4 million Canadians from coast to coast we offer a wide variety of financial services from banking and lending to trust and credit union solutions.

Weve been at this since 1970 challenging the conventions of traditional banking with smarter faster and more connected financial experiences.

Whats kept us moving The people behind it all: challengers who ask better questions push back on old assumptions and look for a better way forward.

If youre driven to help reshape how banking works for Canadians and the businesses that power our economy this could be your next big opportunity.

We cant wait to get to know you!

The work !

The Senior Analyst Residential Lending Experience & Performance is responsible for the enablement of strong broker experience operational transparency and pipeline efficiency across the residential lending business. The role acts as a central facilitator and insight provider across Sales Underwriting Fulfillment and Funding ensuring that performance metrics operational issues and experience feedback are visible well understood and actively addressed.

The role focuses on identifying and resolving deal-level roadblocks as well as systemic constraints impacting application flow service levels and broker satisfaction. By collecting and analysing quantitative and qualitative data they will report on and recommend actions to improve team KPIs collaboration and continuous improvement across the lending lifecycle.

While the role does not include people management or credit decision authority it carries significant influence through insight coordination and communication with senior leaders and frontline teams alike.

Main Activities

Pipeline Visibility and Deal Facilitation (50%)

• Facilitate daily huddles to review and coordinate support on applications that fall outside of standard KPIs promote cross functional engagement on deals and promote collaboration across teams.
• Serve as a central point for clarifying next steps on problem deals ensuring accountability and reinforcing consistent approaches to deal resolution.
• Investigate deal status and timelines from escalated broker inquiries or complaints.
• Act as a trusted facilitator to support alignment and follow-through across functions without direct authority.
• Reinforce consistent messaging reporting and service expectations to improve execution and reduce ambiguity across the organization.

Performance Metrics Reporting & Insights (30%)

• Monitor and interpret key performance indicators across the end-to-end residential lending lifecycle including turnaround times service levels approval and funding rates escalation volumes and experience-related metrics.
• Leverage existing dashboards and reporting while creating new views summaries and analyses where gaps exist.
• Prepare clear concise reporting tailored to different audiences and forums ranging from frontline teams to senior leadership to support one on one coaching and broader operational and policy development.
• Promote transparency and shared accountability by ensuring teams understand how performance metrics connect to broker experience and business outcomes.

Management Enablement & Communication (10%)

• Prepare and present performance metrics insights and thematic findings in senior leadership forums.
• Develop executive-ready materials summaries and briefing notes that highlight trends risks and opportunities.
• Surface emerging operational issues capacity constraints and cross-functional dependencies along with data-informed observations and improvement opportunities.
• Support leadership discussions by framing issues clearly and consistently across forums.

Feedback Experience & Continuous Improvement (10%)

• Design and distribute surveys and hold other structured feedback mechanisms to gather input from brokers and internal teams on collaboration efficiency and service experience.
• Synthesize qualitative feedback into clear themes and insights linking experience feedback to quantitative performance data where possible.
• Identify recurring friction points and systemic roadblocks affecting pipeline efficiency or broker satisfaction.
• Present opportunities and recommendations to improve internal collaboration execution and overall experience.

Knowledge/Skill Requirements:

• 3-5 years of experience in residential lending financial services operations strategy or a related field.
• Strong understanding of the end-to-end residential mortgage lifecycle.
• High level of comfort working with KPIs dashboards and performance metrics.
• Demonstrated experience preparing and presenting materials to senior leadership.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent verbal and written communication skills with confidence facilitating discussions across senior and peer-level stakeholders.
• Ability to influence outcomes in a matrixed environment without formal authority.
• Highly organized proactive and able to manage multiple priorities under time constraints.
• Strong broker and customer experience orientation.
• Advanced proficiency in MS Excel and PowerPoint; experience with BI tools is an asset
• French language is an asset
• Post-secondary education in business finance or a related field preferred

Job Complexities / Thinking Challenges

• Availability and responsiveness: The role may require extended hours or flexibility beyond standard work schedules to respond to urgent escalations broker inquiries or pipeline issues in real time.
• Coverage and continuity: Vacation time off and other absences must be coordinated to ensure continuous support for daily huddles reporting and escalation activities.
• Rapid problem-solving: The incumbent must quickly assess deal-level or systemic roadblocks facilitate collaboration across multiple teams and recommend actionable solutions.
• Cross-functional coordination: Work with sales underwriting fulfillment funding and strategy teams to ensure transparency KPI alignment and broker satisfaction.
• High-stakes communication: Clear concise and professional communication is critical including presenting metrics and opportunities to senior leadership and sharing insights with internal stakeholders.
• Adaptability: Thrive under ambiguity shifting priorities and complex operational demands while maintaining accuracy and high-quality outputs.

This role demands exceptional time management organizational skills and judgment with the ability to perform under pressure while fostering collaboration across teams.

Key Internal & External Contacts

• Experience Leader
• Sales leadership Regional Business Managers and Business Development Managers
• Residential Credit Fulfillment and Funding managers
• Strategy Risk and other operations partners
• Mortgage brokers (via feedback and experience initiatives)

Physical Demands/Working Conditions:

• The Senior Analyst Residential Lending Experience & Performance operates in a hybrid work environment with 3-5 days in person depending on the level and seniority of the role. While the role primarily involves office work it may require managing high-pressure situations driven by tight timelines and executive stakeholder needs.

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

Professional development and 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 EQ Banks additional office space located at 2200-25 Ontario Street Toronto ON .

Equity Diversity & Inclusion

EQ is committed to building an inclusive accessible environment where every employee feels valued respected and supported. We believe our organization is stronger and our people thrive when we honour and celebrate diverse experiences identities and perspectives. Were equally committed to supporting your growth both professionally and personally.

We provide a barrierfree recruitment process and work environment. If you require accommodations at any stage we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process EQ uses AI to help screen assess and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank the countrys seventh-largest Schedule I bank by assets which operates EQ Bank Canadas Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more visit and .

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Senior IC