Manager, Renewals (Bilingual) Jobs

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members. Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our EQ Bank platform (eqbank.ca) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

The Work

The Manager, Renewals will be responsible for leading a team of Renewal Specialists who focus on retention of customers that have their mortgages renewing at EQ Bank. They nurture existing relationships and deliver on the Bank’s service commitment to the customer and broker network. In this role the Manager, Renewals must be highly knowledgeable about the Bank’s products, internal processes and credit guidelines and possess the talent to lead, motivate and work effectively with the Single-Family Residential Renewals team. They must ensure that all internal documents and procedures are well documented and kept up to date to ensure all corporate and regulatory requirements are met by the department.

The core parts of your role would be to:

• 1. Customer Retention Optimization – 40%

The Manager Renewals is expected to drive the renewals team retention performance at strategic and tactical levels through people, processes, procedures, and innovation initiatives, which include but are not limited to effectively train team members to maximize on retention and optimize on rates. The incumbent will recommend and approve mortgage renewals within prescribed renewal guidelines, deal with customer escalations, and provide support to their team by way of portfolio expertise

• Assisting Renewals Specialists where necessary on escalations with customers and with identifying potential opportunities in, for example, areas of pricing, product tactics and specialized broker support
• Constantly monitoring pipeline, renewals metrics, customer service scores, effectiveness, and applying resources and adjusting tactics accordingly to ensure individual results and overall team’s targets are achieved
• Identifying and prioritizing opportunities to continually improve processes, procedures, and reporting both organically and by leveraging other applicable corporate initiatives
• Actively participating in Renewals strategic planning
• Being a champion for the implementation of new technologies/tools and providing the supporting leadership in areas such as change management/adoption, training, procedures, reporting
• Staff Development – 40%

The Manager Renewals ability to create and sustain a high-performing team of Renewal Specialists is critical. The Manager Renewals must apply situational leadership appropriately to each individual Renewal Specialist based on their diverse range of experiences, backgrounds, personal styles and areas of development. To achieve and sustain a high performing team, the Manager Renewals will be responsible for:

• Onboarding, training, and development for their team
• Establish and maintain a healthy/positive morale in the department that is conducive to the success of the individual employees and department
• Maintaining service levels including during times of backup coverage
• Assessing the Renewals Specialists’ style, demeanor, tone, and overall effectiveness in interactions with customers and brokers through listening sessions and call log reviews
• Developing targets for the team and each team member
• Coaching, based on individual’s development needs, to ensure we have empathetic conversations with our customers, understanding their needs and helping them make the right decision for their situations
• Guiding Renewals Specialists to ensure that all contacts with the customer - from initial contact to closing the renewal - are being managed
• Reviewing one on one with the Renewal Specialists, their overall performance on a monthly basis, identifying development opportunities, coaching and planning to ensure targets are achieved
• Ensuring that their reports, call reviews and all assigned work products are of high quality and are received on time
• Reporting - 20%
• Developing the team members’ skills and confidence levels in delivering quality conversations via phone and email
• Directly or indirectly arranging ongoing training for the team to deepen the knowledge level on Bank’s products, services, processes, procedures and calling skills

The Manager, Renewals supports team through building effective reporting for individual and team key performance indicators. They will also lead and support the following:

• Reporting out monthly to senior management as required, on overall progress, team’s achievements, volume and efficiency numbers as well as any trends or competitive intelligence
• Administering compensation plans, target setting and performance reviews
• Actively representing the team at the monthly sales meetings
• Managing and approving the Renewals Specialists time away schedules
• Maintaining the Renewals procedures manual

Let’s Talk About You

• Advanced knowledge of MS Office (Word, Excel, Access, Visio and PowerPoint)
• Forward planning and strategizing mindset
• Ability to effectively delegate and manage work load
• Established and meticulous organizational skills
• 5 years’ experience with sales or customer service
• Completion of a post-secondary degree commerce/finance related field or comparable mortgage related experience
• Proven ability to thrive in a constantly changing environment and to perform well in a high volume, high intensity environment
• The ability to thrive autonomously without daily supervisory oversight
• Demonstrated interpersonal and relationship building skills
• Demonstrated leadership and coaching skills
• Proficiency in French would be an asset
• Strong written and communication skills
• Minimum 2 years people management experience

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy, personal days and even a moving day

🖥 Virtual events to connect with your fellow colleagues

🎓 Annual professional development allowance and a comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from Equitable Bank’s additional office space located at 351 King Street East, Toronto, ON.

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well.

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!