Senior Manager, Mortgage Retention and HELOC Strategy

About the Role

Reporting to the Senior Director, Strategy and Operations, the Senior Manager, Mortgage Retention and HELOC Strategy is responsible for devising strategies and launching initiatives to drive maximum customer retention and delightful customer experiences, and growth and profitability of the Home Equity Line of Credit (HELOC) product, while balancing return on equity requirements and risk reward trade‑offs.

This role is part of Residential Lending Strategy, working closely with the Product Team and requires strong senior leadership communication and presentation skills. The incumbent drives cross‑functional initiatives with key stakeholders such as Renewals, Credit, Sales, Operations, Finance, and Risk.

Core Responsibilities

• Recommend strategies and initiatives that enhance retention, customer experience, and profitability for the single‑family residential mortgage business and the HELOC product.
• Research data, develop proposals, and influence the upgrade of strategies and programs.
• Translate insights from Renewals leadership into operationally ready initiatives.
• Engage stakeholders—Legal, Compliance, Risk, Credit, Mortgage Services, Technology—to ensure initiatives meet internal and external policies.
• Conduct market research to inform engagement plans, financial projections, and competitive analysis.
• Act as subject matter expert on products, policies, and procedures.
• Lead and support the execution of strategic initiatives.
• Evaluate the effectiveness of implemented strategies and provide learnings.
• Review pricing strategies and forecast budget requirements related to retention, HELOC growth, and margins.
• Own the ROE calculator for Renewals, reviewing assumptions to maintain accuracy.
• Communicate progress, elicit feedback, and enable stakeholder reviews.
• Manage competitive analysis on a quarterly or ad‑hoc basis.
• Maintain vendor relationships.
• Identify and manage business activities (operating model, training, communications) that support initiatives.
• Facilitate problem‑solving on a day‑to‑day basis with development teams.
• Ensure timely implementation of initiatives by aligning approach, setting goals, and managing people.

Qualifications and Experience

• Post‑secondary degree in Commerce, Management, Economics, Finance, Engineering, Computer Science, or related field.
• MBA or other graduate degree a plus.
• 10+ years of Canadian financial institution experience in mortgage lending, product management, or mortgage sales.
• Experience working closely with technology teams through the full SDLC, including vendor management.
• Strong passion for delivering first‑class customer experiences.
• Understanding of Canadian banking regulatory context.
• Proven ability to initiate and execute projects.
• Experience with product management, development, and influencing senior executive decisions.
• Inclusive, results‑oriented mindset and ability to thrive in a dynamic, team‑oriented environment.
• Excellent verbal and written communication skills across technical and executive audiences.
• Proficiency with collaboration tools such as Microsoft Office and JIRA.
• Strong attention to detail and facilitation skills for complex problem‑solving and outcome execution.

Job Complexities and Thinking Challenges

• Confident, personable, professional presence.
• Comfortable working in ambiguous situations with minimal supervision.
• Excellent organizational skills, managing time and tight deadlines.
• Strong interpersonal skills and experience with senior executives.
• Ability to communicate technical or conceptual information to non‑technical audiences.
• Creative problem‑solving for customer retention in a competitive environment.
• Prioritize rapid change, balancing customer demand, business need, technical challenge, and operational risk.
• Contribution to the evolution of the enterprise‑level product roadmap.
• Handle multiple competing priorities simultaneously.
• Independent, self‑motivated, and enthusiastic.
• Relentless focus on customer experience and accountability.

Key Areas of Focus

• Launch and steward product initiatives that deliver against the strategic roadmap.
• Manage discrete budgets for individual initiatives.
• Provide subject‑matter expertise on products, solutions, partnerships, and tools aligned with renewals initiatives.
• Maintain awareness of industry developments, market conditions, and competitors.
• Conduct vendor management activities with brokers and service providers.
• Ensure compliance with regulatory and legal requirements.

Leadership Accountabilities

• Lead the Senior Analyst and any rotational students.
• Collaborate effectively with internal and external stakeholders.
• Execute program initiatives through others.

Key Contacts

• Incumbent reports to the Senior Director, Strategy and Operations.
• Regular interaction with internal departments such as Credit, Sales, Marketing, Project Management, Legal & Compliance, Deposit Services, Finance, and Technology.
• Interaction with external stakeholders such as technology vendors, research firms, and consulting firms.

Physical Demands and Working Conditions

• Standard office environment; collaboration in‑office is key.
• Demanding workload with tight timeframes, requiring frequent reprioritization.
• Hybrid work expected: 1 to 5 days in‑person depending on level and seniority.

Benefits

• Competitive discretionary bonus.
• Market‑leading RRSP match program.
• Medical, dental, vision, life, and disability benefits.
• Employee Share Purchase Plan.
• Maternity and parental top‑up while caring for children.
• Generous vacation policy and personal days.
• Virtual events to connect with colleagues.
• Professional development and comprehensive career development program.
• Opportunity to join a leading FinTech and shape new banking experiences.
• Hybrid work with office time 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. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free 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, a recruiter will contact only those whose skills and experience most closely match the requirements of the role.

To learn more, visit eqb.investorroom.com and eqbank.ca.