Application Deadline

09/03/2026

Address

33 Dundas Street West

Job Family Group

Audit, Risk & Compliance

The Senior Manager, RESL Acquisition & Portfolio Strategy plays a key leadership role in shaping and guiding end-to-end customer lifecycle strategies across the Real Estate Secured Lending portfolio. This includes acquisition, engagement, retention, renewal, and portfolio management activities that support sustainable growth, portfolio performance, customer resilience, and an exceptional customer experience.

This position combines strategic thinking with hands‑on partnership across Product, Risk, Pricing, Distribution, Technology, and Analytics to drive customer acquisition, strengthen retention, enhance credit quality, optimize renewals, and support prudent portfolio management. Working closely with Product and Risk, the Senior Manager designs scalable, automated lifecycle strategies grounded in customer insights, portfolio needs, growth objectives, and risk considerations.

The role ensures acquisition and account management strategies evolve alongside changing customer behaviours, housing and interest‑rate dynamics, regulatory expectations, and competitive market conditions, delivering value across the full customer and lending lifecycle.

Key Responsibilities

Lifecycle Strategy Development & Execution

• Shape and advance customer‑level acquisition and account management strategies that span the full customer lifecycle-from prospect acquisition and onboarding through engagement, retention, renewals, and portfolio management.
• Develop integrated strategies that balance customer growth, experience, retention, portfolio performance, profitability, and credit quality across all secured lending segments.
• Leverage customer, portfolio, and market insights to create targeted acquisition, engagement,
  
  
  
  and retention strategies.
• Identify opportunities to improve customer outcomes while supporting prudent risk management and sustainable portfolio growth.

Acquisition Strategy & Growth

• Lead the development and optimization of acquisition strategies that drive portfolio growth while aligning with risk appetite and profitability objectives.
• Partner with Product, Distribution, Marketing, Risk, and Analytics teams to refine customer targeting, segmentation, and acquisition approaches across channels.
• Evaluate acquisition performance and customer quality to ensure long‑term portfolio value.
• Design and execute test‑and‑learn initiatives to improve acquisition effectiveness, conversion outcomes, and customer experience.

Account Management & Renewals Strategy

• Guide the development of account management and renewal strategies that strengthen retention, improve customer engagement, and uphold risk appetite principles.
• Collaborate closely with Product, Distribution, Pricing, and Risk partners to optimize customer journeys and renewal experiences across channels.
• Work with stakeholders to modernize and streamline renewal and account management workflows, including automated decisioning and exception‑handling processes.
• Balance retention objectives with portfolio performance, margin management, and credit quality considerations.

Model Application & Interpretation

• Act as a key model user, applying secured lending models such as behavioural scores,
  
  
  
  property valuation models (AVMs), collateral risk tiers, customer propensity models, and early warning indicators.
• Ensure models are appropriately interpreted and embedded within acquisition, segmentation, account management, exposure management, and renewal strategies.
• Translate complex analytical outputs into actionable business recommendations.

Champion‑Challenger Testing

• Design and lead structured test‑and‑learn programs to evaluate enhancements in acquisition strategies, customer treatments, renewal approaches, pricing strategies, and segmentation methodologies.
• Assess and communicate impacts on acquisition effectiveness, retention, customer experience, risk outcomes, portfolio performance, and profitability.
• Promote evidence‑based decision‑making through rigorous measurement and performance evaluation.

Technology & Deployment Partnership

• Partner with Technology, Product, and Analytics teams to translate strategies into deployable decision rules, automated workflows, and digital capabilities.
• Ensure solutions are scalable, operationally effective, and aligned with governance and control requirements.
• Support successful implementation and adoption across systems and distribution channels.

Portfolio Monitoring & Reporting

• Monitor portfolio performance across the customer lifecycle, including acquisition quality, customer engagement, attrition, renewal conversion, delinquency, prepayment behaviour, and overall portfolio health.
• Identify emerging trends and provide proactive recommendations to optimize growth, retention, portfolio performance, and risk outcomes.
• Deliver strategic insights and reporting to support executive decision‑making.

Governance, Risk &