Guide mortgage delinquency operations for Manulife Bank in a hybrid Waterloo, Ontario position focused on coaching, resolution, and risk oversight.

This supervisor leads employees supporting customers experiencing financial hardship across mortgage and lending products. You will develop team capability, manage escalated customer situations, and help negotiate sustainable repayment solutions within policy guidelines. Collaboration with Lending, Risk, Legal, Customer Experience, and Operations supports consistent decisions and service excellence.

Key Responsibilities:

- Coach employees through performance conversations and development planning
- Guide complex customer situations and escalated cases
- Evaluate circumstances and support sustainable repayment solutions




- Identify higher-risk accounts and manage them proactively
- Support audits, reviews, and business initiatives

Requirements:

- Three or more years in mortgage servicing or collections
- Demonstrated success developing and coaching teams
- Robust residential mortgage and delinquency management knowledge
- Knowledge of provincial regulations and bankruptcy legislation
- Excellent verbal and written communication skills

Use empathetic leadership, mortgage knowledge, and sound resolution strategies to support customers and teams through financial hardship.

📌 Mortgage Delinquency Team Supervisor (Halifax Regional Municipality)
🏢 Manulife
📍 Halifax Regional Municipality