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Senior Director, National Lender Desk Reports to: VP, Operations – M3 Service Center About Us M3 Financial Group and its subsidiaries (including Multi-Prêts, Mortgage Alliance, and M3 Tech) serve more than 8,500 independent brokers, generating over $65 billion in annual mortgage volume. With offices in Montreal, Toronto, and Vancouver, we believe in combining creativity and cutting‑edge technology to deliver innovative solutions to our industry. Our goal is to make our mark by providing the best mortgage experience for borrowers, brokers, and lenders alike. About the Role As the Director of the National Lender Desk, your primary mission will be to optimize the quality and efficiency of credit file processing, act as a change ambassador, and ensure exceptional service delivery. You will lead and guide a team of analysts, ensuring NLD services are delivered as per expected service levels and quality, as well as, in line with compliance to lender standards and policies. Fostering innovation, collaboration, and continuous improvement within the team. Key Responsibilities Lead, coach, and motivate the team of analysts by creating a positive and collaborative work environment. Provide ongoing support in decision‑making and problem‑solving. Organize training sessions to strengthen the technical and analytical skills of analysts. Encourage best practice sharing and ensure alignment with updated procedures. Manage deals flow to team members in a way to optimize capacity and deliver the expected service level. Establish and monitor performance indicators to assess the quality of service and productivity goals. Provide constructive feedback and develop growth plans for team members. Actively contributes to the development and enhancement of internal processes. Collaborate with other departments to maximize productivity, identify innovative solutions, and improve operational efficiency. Supervise file compliance to ensure all credit applications adhere to internal policies and applicable regulations. Anticipate risks and raise awareness within the team regarding fraud prevention and regulatory requirements. Qualifications and Experience Proven ability to define clear objectives, monitor KPIs, and deliver consistent performance results. Exceptional organizational and planning skills, with the ability to manage day‑to‑day operations efficiently. Strong analytical and decision‑making abilities, balancing both strategic and operational priorities. Demonstrated success in developing team members’ skills and fostering professional growth and autonomy. Extensive knowledge of mortgage processes, legal documentation, and regulatory compliance standards. Requirements Minimum of five (5) years of experience in the mortgage broker industry. College diploma in a relevant field (university degree considered an asset). Minimum of five (5) years of experience leading operational teams within the financial services industry or a related field. Proven leadership ability to inspire, engage, and maintain a positive team culture in a demanding, fast‑paced environment. Excellent communication and writing skills in English. Proficiency in web‑based applications and Microsoft Outlook. Strong analytical and problem‑solving skills. What We Offer At M3 Financial Group, we offer flexible working conditions and significant opportunities for professional growth. You will join a community that values collaboration, innovation, and diversity, and you will have the opportunity to work with professionals from a wide range of backgrounds and experiences. We are an equal opportunity employer committed to fostering diversity and inclusion. We do not discriminate based on any legally protected status or characteristic, including minority status, gender, sexual orientation, gender identity, or disability. All qualified applicants are encouraged to apply. Seniority level Director Employment type Full‑time #J-18808-Ljbffr
