Director Mortgage Experience, Real Estate Secured Lending, Canadian Banking

Requisition ID: 219569

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

As the Director of Mortgage Experience, you will oversee the end-to-end mortgage customer experience, designing and continuously improving processes and lending policies based on customer and sales channel feedback obtained through trusted partnerships.

You will unlock business growth through simplification and by increasing customer access to credit, all while protecting the Bank through responsible lending and risk management.

Is this role right for you? In this role, you will:

• Establish and anchor a feedback loop from customers and all sales channels to identify opportunities for improving processes and credit policies. Strengthen and maintain trusted, deeply-rooted partnerships with distribution teams to enable transparent, objective feedback.
• Drive the expansion of credit policies to deliver secured lending solutions to a broader customer base, driving bottom-line impact while prudently managing credit risk. Use data to develop and support proposals to Global Risk Management, and champion these ideas from inception through implementation.
• Define and transform the end-to-end mortgage process to enable a more efficient, digitized customer experience—from origination through servicing.
• Act as a relentless customer advocate, overseeing the complaints process to ensure timely issue resolution, as well as end-to-end tracking and remediation of root causes.
• Lead the Business Controls team to measure and monitor operational risks within the business. Collaborate with business line leadership to enact mitigation strategies, as needed. Oversee remediation activities for reportable compliance issues and internal audit findings.
• Provide support for customer escalations, ensuring diligent review, clarification, and championing of an objective exception process that protects the interests of both the customer and the Bank.
• Partner with Global Operations teams to define and execute a mortgage servicing strategy rooted in digitization and efficiency, spanning on-shore, off-shore, and third-party operations.
• Oversee the relationship with the Bank's three default insurance providers by ensuring strong service levels, maintaining business processes, and fostering growth in the partnership.
• Manage the mortgage instant funding program, including overseeing relationships with two third-party providers and ensuring effective and efficient service delivery.
• Build and champion a results-focused, energetic, and collaborative team culture founded on trust, transparency, and strong partnerships with channel teams and other areas of the Bank. Develop leaders within the team through coaching, development planning, mentorship, and advocacy.

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

• A university degree and 10+ years of financial services experience.
• Expert-level knowledge of real estate secured lending credit, such as adjudication of mortgage applications.
• Comprehensive understanding of Scotiabank's mortgage process across all origination and servicing channels.
• Deep expertise in the mortgage industry, Scotiabank's real estate secured lending strategy, and the business unit's operating model.
• Strong financial acumen with a full understanding of the P&L drivers of the mortgage business.
• Process design experience (an asset).
• Knowledge of Scotiabank's mortgage technology platforms that support application, adjudication, accounting, and servicing activities—including their purposes, workflows, and limitations (e.g., MIMS, MAPS, TLS, DRE, OM, MFS, ScotiaHOME, eHOME).

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employees to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove, and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards Program including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.