We are seeking an experienced and people-focused leader to join our Residential Lending Services team as Default Management Consultant.

This role is responsible for leading a team that supports customers experiencing financial hardship while balancing customer outcomes, operational effectiveness, and risk management objectives.

The successful candidate will provide leadership and coaching to a multi-location team responsible for mortgage and lending delinquency management, loss mitigation activities, and resolution strategies across retail lending and demand account products.

The Default Management Consultant is accountable for delivering service excellence, maintaining regulatory and policy compliance, enhancing operational performance, and fostering a highly engaged, customer-focused culture.

This leader will work closely with business partners across Lending, Risk, Legal, Customer Experience, and Operations to ensure effective resolution of complex customer situations while supporting Manulife Bank's risk appetite and customer commitments.
**Position Responsibilities:**
**Leadership & Team Development**
Lead, coach, and develop a high-performing team through ongoing performance conversations, development planning, mentoring, and recognition.

Foster an inclusive, collaborative, and accountable team culture that supports engagement, innovation, and continuous improvement.

Provide guidance and support in managing complex customer situations and escalated cases.

Ensure employees possess the knowledge, capabilities, and tools required to effectively perform their responsibilities.

Support workforce planning and resource management to meet service, quality, and operational objectives.
**Customer Experience & Operational Excellence**
Drive exceptional customer experiences through empathetic, professional, and solution-focused interactions.

Monitor work volumes, productivity, quality, and service performance to ensure operational objectives are achieved.

Identify opportunities to improve processes, reduce customer effort, and enhance service delivery.

Provide additional support by jumping into action and helping to manage cases during higher-than-normal volumes to guarantee service level standards are consistently met
**Default Management & Risk Oversight**
Support activities related to delinquency management, loss mitigation, and resolution strategies across mortgage and lending products.

Ensure delinquent and higher-risk accounts are identified and managed proactively and consistently.

Support team members in evaluating customer circumstances and negotiating sustainable repayment solutions within policy guidelines.

Review escalated arrangements, risk mitigation recommendations, and account strategies to ensure appropriate decision-making and escalate to the Manager, Default Management as required.

Ensure account documentation, customer records, and collection activities meet regulatory, legal, and internal policy requirements.

Support interactions with legal partners, insolvency proceedings, bankruptcy and consumer proposal activities, and third-party service providers, where applicable.
**Compliance & Governance**
Ensure operational controls, audit requirements, and compliance procedures are being followed by the team.

Identify operational, customer, and compliance risks to the Manager,



Default Management.

Support internal audits, reviews, and business initiatives as required.
**Change & Strategic Initiatives**
Act as a key business partner on projects, process improvements, and transformation initiatives.

Champion continuous improvement and leverage data-driven insights to enhance team effectiveness and customer outcomes.

Support implementation of new tools, technologies, and operating models that improve efficiency and service delivery.
**Required Qualifications:**
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 strategies.

Knowledge of insolvency processes, bankruptcy legislation, collections practices, and applicable provincial regulations.
**Preferred Qualifications:**
Strong analytical and problem-solving skills with the ability to manage complex customer and business situations.

Demonstrated ability to influence stakeholders and build collaborative relationships across multiple business areas.

Excellent verbal and written communication skills.

Strong organizational and decision-making skills with the ability to prioritize in a quick-paced environment.
**Nice to have:**
Bilingual (French & English) - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec.
**The successful candidate will:**
Lead with empathy and accountability.

Balance customer outcomes with prudent risk management.

Develop and inspire high-performing teams.

Use data and insights to drive results.

Build strong partnerships across the organization.

Champion change, continuous improvement, and operational excellence.
**When you join our team:**
We'll empower you to learn and grow the career you want.

We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we'll support you in shaping the future you want to see.
**#LI-HYBRID**
The role being advertised is an existing vacancy.
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor.

Para obtener más información acerca de nosotros, visite
http://www.manulife.com .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad.

Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios,



y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas.

Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo.

Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud.

Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes.

Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a
[email protected] .
**Referenced Salary Location**
Waterloo, Ontario
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$59,100.00 CAD - $98,500.00 CAD
Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual.

El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación.

Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a
[email protected]
para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar.

También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera.

Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria.

Si se está postulando para este puesto en los EE. UU., póngase en contacto con
[email protected]
para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process.

For more information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

📌 Default Management Consultant (Waterloo)
🏢 Manulife
📍 Waterloo