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.

#J-18808-Ljbffr

📌 Mortgage Delinquency Team Supervisor (Nova Scotia)
🏢 Manulife
📍 Nova Scotia