Manager, Retail Credit Operations

Manager, Retail Credit Operations

Job Purpose & Summary

The Manager, Retail Credit Operations is a leadership role within the Credit Operations area, leading and managing the Retail Credit Funding and Retail Credit Administration teams responsible for the delivery of efficient, effective, and Member-centric services and activities.

The Manager, Retail Credit Operations is responsible for researching, identifying, and making recommendations for changes to Retail Credit operations processes and practices, and for providing input on recommended changes to policy or related areas of the business. This position makes timely and sound funding decisions while balancing tight deadlines, external pressures, and adherence to compliance requirements and security conditions.  This position also plays a lead role in risk management practices through the development and implementation of strong internal controls while delivering an exceptional Member experience.

Key Accountabilities & Duties          

• Lead and manage the Retail Credit Operations teams; coach and develop team members to complete work activities within the established service level agreements and standards
• Oversee all activities related to the funding and administration of retail loan and mortgage accounts, including:
  • Adherence to DUCA’s policies, regulatory or compliance requirements, and security conditions
  • Residential mortgage renewals, payouts, and discharges
  • Insurance and PPSA expiries and cancellations
  • File management, reporting, and other general administration activities
• Develop and foster strong working relationships with internal and external stakeholders including law firms, and various lending teams within DUCA
• Liaise with CMHC, Genworth, Canada Guaranty, FCT Insurance, CSRS and TransUnion, Teraview, and other key stakeholders for process improvement and operational issues
• Respond to queries and provide system support to internal clients across DUCA for credit related activities including penalty & pre-payment calculations, amortization schedules, and pre-authorized debit changes etc.
• Develop, analyze, and report on metrics to identify trends and support informed decision making related to Service Level Agreements and enhancing the Member experience; research industry best practices to make recommendations for improvement to the service delivery framework as needed
• Ensure area achieves departmental goals and objectives. Hy
• Recommend and implement solutions to address any issues or gaps in internal controls identified through internal audits, regulatory reviews, or self-assessments
• Independently resolve and respond to issues and/or concerns raised as the team's primary escalation contact
• Lead the implementation of new or amended policies, procedures, or systems in the Retail Credit Operations area
• Act as the subject matter expert in the areas of compliance requirements and security conditions

Occupational Experience & Education Requirements

• Bachelor’s degree in business, finance, or a related field
• 5+ years’ experience in the mortgage or financial industry, preferably in credit administration
• 3+ years’ experience in retail mortgage administration and loans origination including retail funding
• 3+ years’ people management experience
• Expert level knowledge of credit & security conditions and compliance/regulatory requirements
• Sound knowledge of legal documentation and language

Knowledge, Skills & Attributes

• Collaborative leadership style with strong interpersonal skills, including the ability to develop, nurture, and build relationships with internal and external partners
• Strong communication skills with exceptional customer service focus and expertise
• Strong analytical skills and attention to detail
• Excellent critical thinking and problem-solving skills
• Self-driven and motivated with the ability to work independently or in a team environment
• Excellent organizational, prioritization, and time-management skills
• Ability to adapt to meet the varying needs of different stakeholders in a demanding, fast-paced environment

Working Conditions

Normal office environment

Department: Retail Credit 

Primary Location: Corporate Office

Employment Status: Full-time

Hours per Week: 38

Job Grade Level: 8a

About DUCA

DUCA exists to help people do more, be more and achieve more with their money and their lives. We’re driven by a co-operative philosophy that puts our Members (and Owners) at the centre of every decision we make, gives them a voice in how we’re run, and rewards them for their loyalty by sharing our profits.

At DUCA, we’re dedicated to creating a positive environment where our employees have growth and development opportunities, a healthy work/life balance, opportunities to give back to the community, and a focus on doing what is right for our Members. DUCA offers a competitive total compensation package including base salary, a short-term incentive (bonus) program, a comprehensive benefits program, pension plan, and employee banking benefits.

DUCA is committed to employment equity and encourages applications from all qualified candidates. Recruitment related accommodations will be provided upon request.

Qualified applicants are encouraged to submit their application. Applications must include both a resume and cover letter.

We thank all applicants but only those considered for an interview will be contacted.