Director, Mortgage Fulfillment

Neo Financial•Toronto, ON

2d•CA$100,000 - CA$130,000•Hybrid

About The Position

Neo is seeking a strategic, high-performing Director, Fulfillment to lead and oversee the mortgage fulfillment function. This role reports directly to the Vice President, Mortgages and is responsible for the critical bridge between underwriting approval and final funding. The Director will own end-to-end fulfillment operations, ensuring all mortgage conditions are met, documentation is accurate, and files are funded in compliance with company policy, investor guidelines, and regulatory standards. This position requires close partnership with the Director of Underwriting and the Underwriting Management team to ensure a smooth process. As Neo scales, the Director will drive operational excellence, maintain quality controls, and build a resilient, tech-forward team, directly enabling Neo's growth targets and delivering a seamless closing experience.

Requirements

Proven track record of senior management experience specifically within mortgage fulfillment or underwriting.
Deep understanding of the mechanics of the Canadian mortgage landscape, investor guidelines, and mortgage default insurers requirements.
Experienced leader of leaders, capable of managing, coaching, and inspiring a large operational team.
Ability to set clear KPIs while maintaining high morale and accountability in a fast-paced environment.
Experience leveraging technology and automation to transform traditional, manual operational processes into highly efficient, scalable workflows.
Uncompromising eye for detail.
Understanding of regulatory and compliance requirements.
Ability to translate operational metrics into strategic insights for executive leadership.
Ability to uphold high competencies outlined in the Neo Leadership Skills Matrix.
Motivated by metrics, thriving on hitting aggressive SLAs, reducing file turnaround-times, and solving complex execution challenges.

Responsibilities

Lead, mentor, and develop a multi-tiered fulfillment function, including Managers, Team Leads, and Mortgage Fulfillment Officers.
Own workforce planning, capacity management, and team structuring to foster a culture of high performance, accuracy, and engagement.
Command the end-to-end mortgage fulfillment process, from initial condition review through document collection, verification, and readiness for funding.
Ensure every file moving through the pipeline is structurally sound and fully compliant.
Design and implement strategic initiatives focused on technology adoption, workflow optimization, and process automation.
Continuously seek ways to eliminate manual friction and scale fulfillment capacity without sacrificing quality.
Partner closely with Underwriting, Sales, and Quality Control teams to remove systemic bottlenecks, reduce overall time-to-fund, and improve approve-to-fund conversion ratios.
Establish and enforce rigorous fulfillment standards and operational controls.
Mitigate fraud and documentation risk, ensuring stellar performance during internal Quality Control checks and external audits.
Monitor fulfillment performance data, diagnose root causes of pipeline delays or exceptions.
Prepare executive-level reports on throughput, SLA performance, and team productivity to guide strategic decisions.