Manager, Sales Operations

WHO WE ARE HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product. OUR VALUES, OUR PASSION At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other. Customer-Focused. Passionate Advocates Courage to Act. Do the Right Thing One Team. One Vision Think Long-Term. Ever-Evolving Be Exceptional. Inspire Greatness POSITION SUMMARY The Manager, Post-Funding (CAS) Team is responsible for leading and overseeing all post-funding client activity, including subsequent advances and refinances, across all origination channels. This role ensures the delivery of a seamless, compliant, and client-centric experience while balancing revenue growth objectives with strong risk management practices. The Manager is accountable for team performance, process integrity, and cross-functional alignment with Sales, Operations, and Credit, and serves as the key decision-maker on complex or higher-risk transactions. Through effective leadership, coaching, and operational oversight, the role drives both business results and client protection outcomes within the post-funding environment. The position is in Toronto MAJOR ELEMENTS OF THE ROLE: Provide leadership and oversight to the Client Account Specialist (CAS) team, ensuring consistent delivery of high-quality client service across all post-funding activities, including subsequent advances and refinances. Own and manage the end-to-end subsequent advance process (verbal and non-verbal), ensuring adherence to policy, regulatory requirements, and fraud prevention protocols, particularly for vulnerable client segments. Act as the primary escalation point for complex client scenarios, risk concerns, and cross-functional issues between Sales, Operations, and Credit. Drive performance against key business metrics, including subsequent advance volume, turnaround times, client satisfaction, and quality assurance standards. Ensure all transactions are thoroughly reviewed and meet internal risk, compliance, and documentation standards prior to funding, with accountability for final sign-off on higher-risk or non-standard files. Partner closely with Operations, Credit, and Sales leadership to improve process efficiency, reduce friction points, and align on decisioning frameworks for non-verbal advances and refinance files. Lead, coach, and develop team members to strengthen capability in client conversations, needs assessment, and risk identification, while fostering a high-performance and accountable team culture. Maintain oversight of audit readiness, file quality, and documentation integrity, ensuring all activities withstand internal and external review. Contribute to strategic initiatives aimed at increasing post-funding revenue (subsequent advances and refinances) while safeguarding client outcomes and the bank’s risk posture. The Keys to Your Success will include: Demonstrating strong judgment and risk awareness when reviewing and approving subsequent advances and refinance transactions. Effectively balancing revenue growth with client protection, ensuring all decisions align with both business objectives and compliance standards. Building strong cross-functional relationships with Sales, Operations, and Credit to reduce friction and drive efficient outcomes. Leading, coaching, and developing a high-performing team with a focus on accountability, quality, and client experience. Maintaining rigorous attention to detail and consistency in file review, documentation, and audit readiness. Driving continuous improvement in processes, turnaround times, and overall team performance. Communicating clearly and confidently in escalations, complex client situations, and decision-making scenarios. SKILLS AND EXPERIENCE REQUIRED: Proven leadership experience in financial services, lending, or a related environment, with a track record of managing and developing high-performing teams. Strong knowledge of mortgage products, ideally reverse mortgages, including post-funding processes such as subsequent advances and refinances. Solid understanding of risk management, compliance requirements, and fraud prevention practices, particularly when working with vulnerable client segments. Demonstrated ability to assess complex financial scenarios and make sound, well-reasoned decisions. Excellent communication and interpersonal skills, with the ability to influence and collaborate across multiple stakeholders (Sales, Operations, Credit). High attention to detail with strong organizational and time management skills in a fast-paced, high-volume environment. Experience driving performance metrics, process improvements, and operational efficiency. Proficiency with CRM systems (e.g., Salesforce) and general computer literacy. Working Conditions Unique to Job: Hybrid work environment - 3 days/ week in office WHY WORK AT HOMEEQUITY BANK? Great Environment HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way. We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees. A Dynamic Culture – With People at the Centre We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. Growth and Opportunities We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development. Celebrating Great Work and People We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders. From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more. Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity. The Perks (for eligible employees) HomeEquity Bank offers a competitive total rewards package that includes: Extended health and dental benefits Employee & Family Assistance Program Employer-Matched Group Retirement Savings Plan Employee Share Investment Plan Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits Employee corporate discount for GoodLife Fitness HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter. Please note that our successful candidate is required to complete a background check. Stay in the Know Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work: LinkedIn Youtube Facebook Twitter Instagram Chip.ca Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you. HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product. At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other. Customer-Focused. Passionate Advocates: - Courage to Act. Do the Right Thing - One Team. One Vision - Think Long-Term. Ever-Evolving - Be Exceptional. Inspire Greatness