Default Management Supervisor

About the role

Manulife is looking for an experienced, people-focused leader to join its Residential Lending Services team as Default Management Supervisor in Waterloo, Ontario. The role leads a multi-location team that supports customers facing financial hardship, covering mortgage and lending delinquency management, loss mitigation and resolution strategies across retail lending and demand accounts. It is a hybrid position.

Key responsibilities

• Lead, coach and develop a high-performing team through performance conversations, mentoring and recognition, and support workforce planning and resource management.
• Deliver empathetic, solution-focused customer service and monitor volume, productivity, quality and service performance.
• Manage delinquency, loss mitigation and resolution activities, help negotiate sustainable repayment solutions within policy, and escalate escalated arrangements to the Manager, Default Management.
• Ensure account documentation, customer records and collection activities meet regulatory, legal and internal policy requirements, and support insolvency, bankruptcy and consumer proposal matters.
• Ensure the team follows operational controls and compliance procedures, identify risks, and support internal audits and reviews.
• Partner on projects, process improvements and transformation initiatives, and champion continuous improvement and new tools and operating models.

Required profile

• 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.
• Knowledge of insolvency processes, bankruptcy legislation, collections practices and applicable provincial regulations.
• Bilingualism (French and English) is a nice-to-have, as clients from jurisdictions such as Quebec may need to be communicated with in French.

Preferred skills

• Analytical and problem-solving skills and stakeholder influence.
• Excellent verbal and written communication skills.
• Strong organizational and decision-making skills in a fast-paced environment.

What we offer

• Expected salary range of $59,100 to $98,500 CAD, with possible incentive compensation.
• Customizable benefits including health, dental, mental health, vision, disability, life and AD&D insurance, and wellness benefits.
• A flexible environment focused on learning, growth, well-being and inclusion.