Manager, Mortgage Enforcement

4 months ago

Toronto, Canada Scotiabank Full time

Requisition ID: 204951

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Manager, Mortgage Enforcement is overall responsible for the success of Banks’ Mortgage Enforcement Collection Strategy. He/she is also the primary contact for reputational risk matters involving Public & Corporate Affairs, Office of the Ombudsman & Office of the President. The incumbent is also responsible for managing relationships with key internal and external business partners.

The Manager, Mortgage Enforcement has a primary responsibility for monitoring practices to ensure accounts are assigned through the Supply Chain Manager, to effect collection activities resulting in optimal recoveries while sustaining Service Level Agreements and ensuring the best overall interest of the customer and the Bank. In addition, the Manager is responsible for managing the secured lending delinquencies to reduce risk and loss exposure.

The Manager, Mortgage Enforcement is expected to foster a performance-oriented customer-focused culture by working in close collaboration with both internal and external business partners (including coaching).

Is This Role Right for You? In this role, you will:

Manage compliance to Service Level Agreements and Contractual Obligations of Third Party Outsourcers by: ​​​​​​​Ensuring Service Level Agreements are adhered to Recommending changes to contracts, pricing, and service level agreements; Providing input to Senior Management and GRM for changes to policies; Working with Outsourcers to resolve service or performance related issues; Proactively identifying ways to improve service levels provided by Outsourcers. Manage Performance of Third Party Outsourcers by: Overseeing the development, implementation and management of an effective performance reporting program for third party service providers ensuring recoveries are maximized while minimizing cost and risk to the Bank; Working with internal and external partners in sourcing all information required in order to produce meaningful and complete performance reporting; Recommending changes to contracts, market share allocation, pricing and service level agreements; Providing input to GRM for changes to policies; Overseeing production of performance reports in such a manner that all significant KPI’s are captured and reported on and in a format which can be communicated to third party outsourcers and relevant internal partners; Ensuring delivery of performance reviews to third party outsourcers; Working with Outsourcers to resolve service or performance related issues; Proactively identifying ways to improve service levels provided by Outsourcers. Facilitates monthly/bi-monthly touch base calls with Outsourcers Contribute to the overall results and efficiency of the unit by maximizing dollars collected and net recoveries of accounts assigned to the Centre by: ​​​​​​​Ensuring the timely assignment of accounts to first and third party business partners; Examining possible recovery methods, the related costs, and potential recoveries; Monitoring efforts of outside resources through direct contact with agencies, solicitors, property managers, receivers, consultants, realtors, as required; Within authorized limits, review and accept/decline offers and costs. Where balance exceeds limits, provide recommendation to the Senior Management team; Responding to inquiries and providing guidance to internal partners or others, as requested Contribute to the orderly administration of Canada Collections by:​​​​​​​ Representing Operations in meetings and on projects relating to Canada Collection Outsourcers or Recovery matters; Providing consultation to all stakeholders and product lines, Office of the President, Ombudsmen’s Office, General Counsel, Branch Network, GRM and other Executive Office departments; Ensuring the identification and reporting of Fraud and Operational Risk matters; Ensuring the maintenance of accurate customer information and collection history; Providing support to the Centre in the effective administration of assigned account portfolios. Lead and develop a team of individuals by: Developing and implementing strategies and plans to recruit, train and develop staff on an on-going basis to enhance skills, knowledge and abilities; Championing an environment that promotes employee satisfaction, team leadership, team focus, and relationship building; Providing coaching and guidance to Direct reports around Performance Management; Recognizing opportunities to improve personal competencies and implementing action steps to enhance those competencies; Providing consistent and proactive communication upward and downward, both verbal and written following the RSC Communication Protocol; Ensuring service is conducted in a consistent manner using application of established Service Standards; Establishing annual objectives that effectively support and closely align with those of the customer and stakeholders.

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have: 

University/College degree in Business, Accounting, Finance, Business Management or with a minimum of 5 years of relevant experience or Undergraduate Degree with a minimum of 3 years in a relevant position or combination of formal education and relevant work experience.  Manager, Retail is a proven leader and Change Champion. He / she must have thorough understanding of the Bank’s collection culture, Legal Process (across Canada) products, systems and risk policies. Effective and proven leadership, relationship building, strategic influencing and change leadership skills are essential. The successful candidate is required to function independently. Ongoing personal development to enhance skills and knowledge through enrollment in internal and/or external courses is required. Expert knowledge of retail credit policies and related operating procedures. Above average organizational and motivational skills to effectively utilize the Agency & Recovery staff to obtain maximum volumes within strict time frames while adhering to Bank policies. Proven communication skills, oral and written, as well as sound negotiation skills to effectively handle inquiries, escalated calls or customer complaints. Ability to work in a high volume environment with strict service standards and diversity of programs.

Thorough knowledge of:

​​​​​​​

The Banks’ retail credit and risk policies, as well as loan documentation, and audit discipline. Systems and applications that support the Unit’s processes, i.e. Image, CIS, TCS, AS400, CACS as applicable to collection cases. The Bank’s Regulatory and Compliance requirements as they relate to collection and legal processes, including Privacy, Anti- Money Laundering (AML)/Anti-Terrorist Financing; and Know your Customer (KYC) requirements.  The Bank’s collection culture. Effective communication and interpersonal skills are necessary for professional interactions with customers, partners and business lines to ensure a high level of credibility. Must be organized and be an effective decision maker to meet the demands of a high volume.

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