Manager - Mortgage Renewal Lifecycle

BMO•Toronto, ON

2d•CA$75,900 - CA$141,900•Hybrid

About The Position

The Manager, Mortgage Renewal Lifecycle is accountable for supporting the design, delivery, and ongoing optimization of the Mortgage Renewal Lifecycle journey, a priority initiative aimed at transforming renewal from a rate-driven transaction into a relationship-led lifecycle moment. This role plays a critical part in executing the end-to-end journey, working closely with cross-functional partners & the Mortgage Product teams to translate strategy into actionable plans, deliver high-quality initiatives, and drive measurable outcomes. The Manager will support efforts to engage customers earlier, orchestrate experiences across channels, and unlock value before, during, and after renewal. Operating in a fast-paced and evolving environment, this role requires a strong executor who can manage complexity, coordinate across multiple stakeholders, and contribute to building a scalable, high-impact lifecycle journey.

Requirements

Typically 4–7 years of experience in retail banking, lending/home financing, strategy, or consulting
Experience supporting or delivering cross-functional programs or initiatives
Strong ability to manage multiple workstreams and operate in a fast-paced, evolving environment
Post-secondary degree in Business, Commerce, Engineering, or a related field
Structured thinking and problem-solving – Strong
Program delivery and execution – Strong
Customer lifecycle and experience understanding – Strong
Stakeholder coordination and collaboration – Strong
Data-driven analysis and performance tracking – Strong
Communication and stakeholder updates – Strong
Ability to operate in ambiguity and evolving scope – Strong

Nice To Haves

Exposure to home financing or customer lifecycle management is an asset
MBA or advanced degree is an asset

Responsibilities

Support development and evolution of the Mortgage Renewal Lifecycle strategy and roadmap, across pre-renewal, renewal, and post-renewal phases
Contribute to identifying opportunities to improve retention, margin, product penetration, and customer experience
Help position mortgage renewal as a relationship-driven lifecycle opportunity, not just a transaction
Ensure alignment with broader retail banking, home financing, and customer lifecycle strategies
Support and lead components of end-to-end delivery of the journey, from concept through launch and stabilization
Translate strategic direction into clear execution plans, requirements, and deliverables
Coordinate cross-functional teams to deliver initiatives on time and with high quality
Track and manage dependencies, risks, and timelines across multiple workstreams
Contribute to delivery against a structured build plan (strategy → design → build → launch → optimize)
Support the design and execution of an end-to-end customer experience across digital, frontline, and assisted channels
Help operationalize early engagement strategies (6–12 months pre-renewal)
Contribute to enabling smart channel steering based on customer needs, complexity and direction provided by the product teams
Support execution of post-renewal engagement initiatives to drive primacy, product depth, and engagement
Work closely with key partners to support delivery of the journey, including: Product (Home Financing, Unsecured Lending & Cards, Investments, Everyday Banking), Marketing, Analytics / Data & Insights, Digital, Frontline / Channel Enablement, Operations, Campaign Strategy & Execution
Coordinate across stakeholders to ensure alignment, clarity of deliverables, and execution progress
Participate in working groups, forums, and governance processes
Communicate updates, risks, and progress clearly to stakeholders
Support tracking and reporting of key performance indicators (KPIs), including retention, PPC growth, investment penetration, margin, customer engagement, and experience
Analyze performance data to identify trends, gaps, and opportunities
Contribute to development of measurement frameworks across lifecycle phases
Support test-and-learn initiatives and continuous optimization efforts
Support implementation of the journey operating model, including: Stage gates and governance, Cross-functional working teams, Delivery timelines and milestones
Help ensure initiatives are structured for scalability and sustainability
Contribute to development of playbooks, frameworks, and best practices
Ensure initiatives align with BMO’s risk management framework and regulatory requirements
Identify and escalate risks related to customer outcomes and execution
Support adherence to governance standards and approval processes