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Title:  Director Retention & Deepening, Real Estate Secured Lending




Requisition ID: 113667

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.



Are you interested in joining the High-Performance Team at Real Estate Secured Lending (RESL)?

The newly created Director, Mortgage Retention & Deepening position is responsible for leading a Cross-Functional Team to maximize mortgage retention and customer deepening – both strategic priorities for our Bank. 

Success in this role requires knowledge of Real Estate Secured Lending, a fully-developed internal network, enthusiasm and a strong sense of teamwork, and Project/Stakeholder Management experience. 

If you possess these skills and attributes, we look forward to hearing from you. 





Contributes to the overall success of the Real Estate Secured Lending’s (RESL) strategy and objectives. Leads and oversees multiple near-term and long-term initiatives to drive continued growth in the mortgage’s portfolio through improvements in mortgage renewals and deepening of mortgage customer relationships. Works closely with senior management and various teams across the enterprise to understand and examine RESL customers, policies, procedures, and other enablers (systems, data, technology) in order to identify and execute opportunities.



Key Accountabilities 


•    Leads and drives a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

•    Renewal and Refinance Experience: Oversee the customer mortgage renewals process across all channels, with the goal of simplifying touchpoints and enhancing the experience to drive higher retention and renewal rates. 

•    Deepening Relationships: Drive strategy and targeted actions to deepen relationships with mortgage customers, including new-to-bank and existing customers, and driving engagement and loyalty throughout their mortgage term.

•    Project Execution: Develop plans and execute initiatives to enhance the mortgage renewal success rate, considering operational and technological complexities, front-line capabilities, product needs, customer’s mortgage experience journey across all our channels and advisor experiences.

•    Measurement: Create and lead reporting framework, metrics, KPIs and analyses for Mortgage Renewals and Deepening program; and lead development and delivery of key insights to senior leadership on a regular and ad-hoc basis.

•    Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

•    Creates an environment in which his/her team pursues effective and efficient operations of his/her respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk. 

•    Builds a high performance environment and implements a people strategy that attracts, retains, develops and motivates their team by fostering an inclusive work environment and using a coaching mindset and behaviours; communicating vison/values/business strategy; and, managing succession and development planning for the team.


Education and Other Requirements


•    10+ years of relevant experience in financial services, strategic initiatives, or program management
•    Experience in leading large-scale strategic initiatives programs
•    Experience in Real Estate Secured Lending or customer experience is an asset
•    Experience in leading high performing teams and influencing business stakeholders
•    Proven leadership on complex multi-stakeholder engagements, with track record of delivering solutions from concept to change management on time/budget
•    Exceptional planning and analytical skills, ability to discern research information / data and focus on the critical business issues
•    Highly developed relationship management skills to effectively manage relationships across the Bank, its partners and external vendors
•    Exceptional presentation and written communication skills
•    Passionate about improving both customer and advisor experiences with Scotiabank and have a bias for action.  


Location(s):  Canada : Ontario : Toronto 

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.  

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

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