Admin Manager, Residential Mortgages

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The opportunity
**The **Admin Manager, Residential Mortgages **, will lead the team responsible for ensuring mortgage origination activities on residential mortgage accounts are processed accurately within thresholds, and within established service levels (appraisals, CC UW, Quality, and administrations tasks). The **Admin Manager, Residential Mortgages **is expected to create and maintain strong external and internal customer relationships to meet/exceed our service level commitments and look for opportunities to improve our service quality that support our customer base. The **Admin Manager, Residential Mortgages **will provide leadership, coaching/mentoring and development to team members across our Halifax and Waterloo offices as well as work from home staff.

**Responsibilities**
- Provide effective leadership, coaching/support, motivation, recruitment and development of staff; building a dedication and cohesive team
- Responsible for the management of day-to-day operations of the department in order to consistently meet established service levels and quality goals.
- Accountable for the critical aspect of ensuring through the mortgage origination process that proper and accurate documentation has been received as outlined by credit risk and compliance policies.
- Identify opportunities to improve the overall customer experience for both our end customers as well as our sales team.
- Ensures that responses to various auditors is completed accurately and timely
- Identify operational efficiencies and opportunities to improve our customer experience through workflow analysis and responding to customer concerns and inquiries.
- Ensure that credit risk, audit and compliance procedures are adhered to by staff.
- Act as the vendor relations contact for our 3rd party vendors (FNF/FCT/RPS/NTT, Sagen, CG, CMHC)

**How will you create impact?**

You will create impact by building and fostering a culture of first line of defense awareness within the team. In doing such, you will be responsible in ensuring appropriate cross-training of individuals to ensure adequate coverage and staffing during peak seasons, business growth and BUCP (Business Unit Continuity Plan). Additionally you will develop strategies and action plans to ensure both service levels and quality targets are met throughout fluctuating volumes, but you will also develop and implement efficiencies within the team and across other teams within Bank Operations.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Proven leadership skills with experience leading fast paced teams
- Strong knowledge of residential mortgage policies and practices
- Solid understanding of mortgage underwriting practices, mortgage related provincial and federal legislation and, real estate law
- Sound knowledge of mortgage industry Quality Assurance principles and practices
- Strong knowledge of Bank Admin Systems
- Strong analytical and problem solving capabilities
- Current or former accreditation as a residential appraiser would be an asset

**What can we offer you?**
- A competitive salary and benefits packages.
- A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
- A focus on growing your career path with us.
- Flexible work policies and strong work-life balance.
- Professional development and leadership opportunities.

**Our commitment to you**
- Values-first culture
We lead with our Values every day and bring them to life together.
- Boundless opportunity
We create opportunities to learn and grow at every stage of your career.
- Continuous innovation
We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion
We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship

**#LI**

**#M-CA-IN-CM**

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer