Default management supervisor

We are seeking an experienced and people-focused leader to join our Residential Lending Services team as Default Management Supervisor.

This role is responsible for leading a team that supports customers experiencing financial hardship while balancing customer outcomes, operational effectiveness, and risk management objectives. The successful candidate will provide leadership and coaching to a multi-location team responsible for mortgage and lending delinquency management, loss mitigation activities, and resolution strategies across retail lending and demand account products.

Position Responsibilities:

Leadership & Team Development

• Lead, coach, and develop a high-performing team through ongoing performance conversations, development planning, mentoring, and recognition.
• Foster an inclusive, collaborative, and accountable team culture that supports engagement, innovation, and continuous improvement.
• Provide guidance and support in managing complex customer situations and escalated cases.
• Ensure employees possess the knowledge, capabilities, and tools required to effectively perform their responsibilities.
• Support workforce planning and resource management to meet service, quality, and operational objectives.

Customer Experience & Operational Excellence

• Drive exceptional customer experiences through empathetic, professional, and solution-focused interactions.
• Monitor work volumes, productivity, quality, and service performance to ensure operational objectives are achieved.
• Identify opportunities to improve processes, reduce customer effort, and enhance service delivery.
• Provide additional support by jumping into action and helping to manage cases during higher-than-normal volumes to guarantee service level standards are consistently met

Default Management & Risk Oversight

• Support activities related to delinquency management, loss mitigation, and resolution strategies across mortgage and lending products.
• Ensure delinquent and higher-risk accounts are identified and managed proactively and consistently.
• Support team members in evaluating customer circumstances and negotiating sustainable repayment solutions within policy guidelines.
• Review escalated arrangements, risk mitigation recommendations, and account strategies to ensure appropriate decision-making and elevate to the Manager, Default Management as required.
• Ensure account documentation, customer records, and collection activities meet regulatory, legal, and internal policy requirements.
• Support interactions with legal partners, insolvency proceedings, bankruptcy and consumer proposal activities, and third-party service providers, where applicable.

Compliance & Governance

• Ensure operational controls, audit requirements, and compliance procedures are being followed by the team.
• Identify operational, customer, and compliance risks to the Manager, Default Management.
• Support internal audits, reviews, and business initiatives as required.

Change & Strategic Initiatives

• Act as a key business partner on projects, process improvements, and transformation initiatives.
• Champion continuous improvement and leverage data-driven insights to enhance team effectiveness and customer outcomes.
• Support implementation of new tools, technologies, and operating models that improve efficiency and service delivery.

Required Qualifications:

• 3+ years of progressive experience in default management, mortgage servicing, collections, loss mitigation, banking operations, or a related financial services environment.
• Previous people leadership experience with demonstrated success developing and coaching teams.
• Strong understanding of residential mortgage products, lending practices, and delinquency management strategies.
• Knowledge of insolvency processes, bankruptcy legislation, collections practices, and applicable provincial regulations.

Preferred Qualifications:

• Strong analytical and problem-solving skills with the ability to manage complex customer and business situations.
• Demonstrated ability to influence stakeholders and build collaborative relationships across multiple business areas.
• Excellent verbal and written communication skills.
• Strong organizational and decision-making skills with the ability to prioritize in a fast-paced environment.
• Nice to have: Bilingual (French & English) - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec.

The successful candidate will:

• Lead with empathy and accountability.
• Balance customer outcomes with prudent risk management.
• Develop and inspire high-performin