Job Description

Requisition ID: 207685Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.As the Director, 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 though trusted partnerships. You will have the opportunity to unlock business growth through simplification and increased customer access to credit, 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 to improve processes and credit policies, while strengthening and maintaining trusted and deeply rooted partnerships with distribution teams to enable transparent, objective feedback
• Drive the expansion of credit policies to enable the delivery of secured lending solutions to a broader customer base, driving bottom-line impact while prudently managing credit risk
• Leverage data to develop and support proposals to Global Risk Management and will 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
• Oversee the complaints process, advocating for the customer and ensuring timely resolution of issues 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 and collaborate with business line leadership to enact mitigation strategies where necessary, while overseeing remediation activities for reportable compliance issues and internal audit findings
• Oversee efficacy of credit controls, through the Mortgage Account Governance Structure, improving the control environment, reviewing mortgage files in question and ensuring adherence to policies and regulations (e.g., B20, Consumer Protection, Bank Act, Privacy, AML/KYC).
• Oversee support for customer escalations, ensuring diligent review, clarification and championing an objective exception process that protects the interests of the customer and the Bank
• Partner with Global Operations teams to define and execute on a mortgage servicing strategy rooted in digitization and efficient processes that spans on-shore, off-shore and third-party operations
• Oversee the relationship with our three default insurance providers ensuring service levels, maintaining business processes and growing the relationship
• Manage the mortgage instant funding program, overseeing the relationship with two third-party providers and ensuring effective and efficient service delivery
• Build and champion a results-focused, energetic, collaborative team culture based on trust, transparency and strong partnership with channel teams and other areas of the Bank
• Develop leaders within the team through coaching, development planning, mentorship and advocacy
• Understands how the Bank\'s risk appetite and risk culture should be considered in day-to-day activities and decisions
• Create an environment in which your team pursues effective and efficient operations within their respective areas and in accordance with Scotiabank\'s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct
• Build a high-performance environment and implement a people strategy that attracts, retains, develops and motivates the team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team

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

• Post-secondary education and significant work experience in the financial services industry
• Expert knowledge in real estate secured lending (RESL) credit (e.g. adjudication of mortgage applications)
• Expert knowledge of the mortgage industry, Scotiabank\'s mortgage process across all origination and servicing channels, and Scotiabank\'s RESL lending strategy and operating model
• Strong financial acumen with a full understanding of the P&L drivers of the mortgage business
• Knowledge of Scotiabank\'s mortgage technology platforms that support application, adjudication, accounting, and servicing activities, with the ability to understand the purpose, workflows and limitations of each (e.g. MIMS, MAPS, TLS, DRE, OM, MFS, ScotiaHOME, eHOME)
• Experience with process design is considered an asset
• Strong leadership capabilities with the ability to partner effectively with internal and external stakeholders
• Comfortability working in a hybrid work environment with the expectation to work in-office 3-4 days per week

Location(s): Canada : Ontario : TorontoScotiabank 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 . 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.

Scotiabank