Manager, Lending Operations

Optiom • Calgary, AB

3d • CA$80,000 - CA$100,000 • Hybrid

About The Position

Bamboo Premium Financing, an Optiom Inc. company and subsidiary of Aviva Canada, is seeking a Manager, Lending Operations to manage the day-to-day operations of their premium-finance loan business. This role involves owning the full lifecycle of loan operations, from application intake to close-out, and serving as the primary administrator for the Odyssey loan-administration platform. The position is execution-focused, translating commercial strategy into operational reality, and offers a growth path to a team leadership role as the company scales nationally. The Manager will be responsible for maintaining service standards for broker partners and policyholders.

Requirements

• 4+ years of hands-on experience in lending, financial-services, or insurance operations with direct ownership of processes.
• Experience administering a loan-management or policy-administration platform at a workflow or configuration level.
• A track record of building or improving operational processes, including documented SOPs, workflow redesign, or SLA framework implementation.
• Experience producing operational reporting for senior leadership (origination volumes, delinquency metrics, turnaround analytics, or equivalent KPIs).
• Experience coordinating client- or partner-facing operations (broker, dealer, or policyholder servicing).
• Post-secondary education in Business, Finance, Operations, or a related discipline, or equivalent demonstrated experience.

Nice To Haves

• Direct experience with the Red Planet Software Odyssey platform, or a comparable loan-administration system (Applied Epic, PowerCurve, Black Knight, Q2, or similar).
• An insurance background (P&C brokerage operations, MGA operations, or premium finance specifically).
• Experience in a subsidiary or affiliate of a larger financial institution (parent-company reporting, governance cadences, audit-readiness).
• Exposure to FINTRAC/AML compliance obligations in a lending or financial-services context.
• Intermediate-to-advanced Excel, Power BI, or equivalent analytics proficiency.

Responsibilities

• Manage the end-to-end loan origination workflow, including application intake, credit-review support, approval processing, premium confirmation, and funding disbursement.
• Oversee loan servicing, including payment processing, instalment schedule management, account adjustments, and early-settlement calculations.
• Administer the collections function, monitoring delinquency queues, coordinating outreach, executing return-of-premium recovery, and escalating per credit policy.
• Maintain and enforce service-level agreements across operational workflows, tracking turnaround times and flagging exceptions in real time.
• Serve as the primary internal administrator of the Red Planet Software Odyssey loan-administration platform, managing user access, workflow configuration, data integrity, and troubleshooting.
• Build and maintain operational documentation, including SOPs, workflow maps, approval matrices, and decision trees.
• Identify and drive process improvements to reduce manual touchpoints, shorten turnaround times, and improve accuracy and auditability.
• Partner with IT/IS and the Odyssey vendor on enhancements, integrations, and issue resolution.
• Produce operational reporting for leadership on origination volume, SLA performance, delinquency rates, collections recovery, and approval turnaround.
• Monitor portfolio health daily and weekly, flagging emerging delinquency patterns or anomalies.
• Build and maintain operational dashboards for real-time performance visibility.
• Act as the primary operational contact for broker partners regarding application status, account inquiries, and settlement requests.
• Manage the operational onboarding of new broker partners, including system setup and submission-workflow training.
• Respond to policyholder inquiries with professionalism and accuracy, escalating complex cases as required.

Benefits

• Competitive base salary plus an annual performance bonus tied to measurable outcomes.
• Comprehensive group benefits — medical, dental, vision, and an Employee Assistance Program.
• Three weeks' vacation to start, increasing with tenure.
• Employer-supported professional development, platform certifications, and industry-designation support.
• A hybrid work model from our Calgary headquarters.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree