Waterstone Canada’s Most Admired Corporate Cultures , Best Workplaces for Women TIME Magazine’s 2025 list of Canada’s Best Companies . These honours reflect our commitment to fostering an inclusive, high-performance culture where talent thrives and innovation drives us forward. As one of Canada’s leading alternative consumer lenders, we’re passionate about helping everyday Canadians create a brighter future.

We offer
a full range of products, including non-prime leasing, unsecured and secured loans, and point-of-sale financing through Drive underwriting performance. Build a high-performing loan processing organization focused on customer outcomes, quality, efficiency, and continuous improvement. Senior Manager, Underwriting Operations is responsible for leading the day-to-day operations of the Central Loan Approval Office (CLAO) Unsecured Loan Processing team. This role combines strong people leadership, operational management, underwriting expertise, performance management, change leadership, and process improvement. The Senior Manager will use operational data, business insights, and frontline feedback to identify opportunities, improve processes, strengthen decision quality, and drive exceptional customer and business outcomes. Establish clear performance expectations, operating routines, and accountability measures that drive productivity, quality, service levels, responsiveness, risk management, and operational excellence. Own and monitor key operational KPIs, including service levels, queue management, turnaround times, productivity, quality, volumes and staffing effectiveness. Provide leadership and direction during periods of heightened demand, ensuring priorities are effectively managed and resources are aligned to business needs. Lead workforce planning, staffing, scheduling,



and capacity management activities to balance workload demands, employee experience, service delivery, and operational performance. Analyze operational data, workflow performance, and underwriting trends to identify root causes, performance gaps, risks, and opportunities to improve processing efficiency and decision quality. Partner with the Director, Underwriting and cross-functional stakeholders to identify and implement enhancements to underwriting guidelines, policies, procedures, and operational controls. Collaborate with Retail Operations, Regional Managers, Indirect Lending partners, Risk, Compliance, Analytics, Technology, and other business teams to address operational challenges and improve customer experiences. Act as an operational advocate by identifying recurring friction points, frontline challenges, and feedback and ensuring insights are translated into meaningful process, workflow, and experience improvements. Lead and deliver complex initiatives from concept through implementation, ensuring strong planning, execution, stakeholder alignment, communication, and measurable business outcomes. Ensure recent policies, procedures, initiatives, technologies, and operational changes are effectively implemented with clear communication, readiness planning, performance monitoring, and accountability. Generate and leverage operational reporting that provides visibility into team performance, productivity, quality, efficiency,



and overall business results while supporting continuous improvement efforts. Ensure appropriate operational controls, risk management practices, policies, and governance requirements are consistently followed to protect customers and the business. Build, lead, and develop a high-performing management team, creating a culture of accountability, collaboration, engagement, coaching, continuous learning, and performance excellence. Champion operational excellence by identifying opportunities to improve performance, streamline workflows, eliminate inefficiencies, and build a scalable and effective loan processing organization. Proven operational leader with experience leading people leaders, developing talent, creating accountability, and building engaged, high-performing teams. Strong knowledge of unsecured lending, underwriting processes, credit policies, operational controls, and risk management. Strategic and detail-oriented, with the ability to balance longer-term priorities with day-to-day execution in a fast-paced, high-volume environment. Experience managing service levels, workflows, productivity, quality, and overall operational performance, with a focus on disciplined execution and continuous improvement. Strong analytical and problem‑solving skills, with the ability to use data, trends, KPIs, and operational insights to identify root causes and drive sustainable improvements. Demonstrated ability to lead through change, manage competing priorities, and bring structure and clarity to complex operational environments. Strong collaborator and communicator who can build relationships and influence stakeholders across functions and at senior levels. Experience leading cross‑functional proje

📌 Senior Manager, Underwriting (Canada)
🏢 goeasy
📍 Canada