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Manager, Mortgage Onboarding and Solutions

2 weeks ago

Halifax, Canada Manulife Full time

**_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**

At Home

We are looking for a strong leader to be the **Manager of Mortgage Onboarding and Solutions **based out of our Halifax or Waterloo location.

As the Manager, you will be accountable to supervise and provide leadership, coaching/mentoring and development to your Team Leader and 25-30 team members in Halifax, Waterloo, and remotely across Canada. This position is responsible for the Mortgage Onboarding program providing educational information over the course of the customer’s first year with their product, supporting existing client requests in altering their mortgage solution to continue to meet their financial needs as well as a small team of Mortgage Discharge Administrators processing discharge payments. The position is expected to create and maintain strong external and internal customer relationships to meet/exceed our service level commitments, as well as look for opportunities to improve our service quality that support our customer base.

**The key accountabilities of you and your team are**:

- Provide effective leadership, coaching/support, motivation, recruitment and development of staff; building a high performance and cohesive team. Ensuring we have appropriate staffing levels to meet service standards established in the department.
- Ensure quality targets are consistently met across all functions
- Accountable for the mortgage restructuring or mortgage product change processes due to customer’s changing financial needs, marital separation/divorce, or other life events
- Accountable for the Manulife Bank Onboarding Program for new customers
- Accountable for the Manulife Bank Mortgage Discharge processes
- Responsible for the management of day-to-day operations of the department in order to meet the changing needs of our existing clients during very emotional times in their lives
- Collaborate with internal and external partners and vendors to resolve issues and identify trends, which may impact customer satisfaction.

**You will also be responsible to**:

- Build and foster a culture of customer centricity within the team.
- Build relationships and establish a high level of trust and credibility with customers, by providing quality information and insight to influence decision making.
- Foster a positive working relationship with the Bank Sales Team to partner from time to time in supporting the Customer’s needs
- Ensure appropriate cross-training of individuals to ensure adequate coverage and staffing during peak seasons, business growth and BUCP (Business Unit Continuity Plan).
- Develop strategies and action plans to ensure targets and service levels continue to be met through higher volume periods
- Develop strategies and action plans to implement efficiencies within the team and across other teams within Bank Operations
- Ensure adherence to controls and compliance regulations

**The team’s business hours are 8am - 8 pm EST, Monday through Friday, with the Onboarding group working Saturdays 9am -5pm EST.**

**Qualifications**:

- University or Post-Secondary education or equivalent work experience
- Proven leadership skills with experience leading fast paced teams.
- In-depth knowledge of processes relating to servicing of existing mortgage portfolios.
- Solid understanding of residential mortgage products.
- Knowledge of residential mortgage business and mortgage underwriting practices.
- Understanding of Manulife Bank products & processes, specifically in mortgage products.
- Strong customer focus with solid emotional intelligence and communications skills
- Strong analytical and problem solving skills.
- Proven ability to influence, negotiate and remedy customer objections.
- Experience with change management.
- Solid understanding of Banks operating systems such as AWD, Pplus, Agent Desktop.
- Some degree of sales attributes would be an asset

**#LI-Remote**

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

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer