Senior Analyst, Residential Lending Experience & Performance

EQ Bank | Equitable Bank • Toronto, ON

12d • Hybrid

About The Position

The Senior Analyst, Residential Lending Experience & Performance is responsible for the enablement of strong broker experience, operational transparency, and pipeline efficiency across the residential lending business. The role acts as a central facilitator and insight provider across Sales, Underwriting, Fulfillment, and Funding, ensuring that performance metrics, operational issues, and experience feedback are visible, well understood, and actively addressed. The role focuses on identifying and resolving deal-level roadblocks as well as systemic constraints impacting application flow, service levels, and broker satisfaction. By collecting and analysing quantitative and qualitative data, they will report on and recommend actions to improve team KPIs, collaboration, and continuous improvement across the lending lifecycle. While the role does not include people management or credit decision authority, it carries significant influence through insight, coordination, and communication with senior leaders and frontline teams alike.

Requirements

• 3-5 years of experience in residential lending, financial services operations, strategy, or a related field.
• Strong understanding of the end-to-end residential mortgage lifecycle.
• High level of comfort working with KPIs, dashboards, and performance metrics.
• Demonstrated experience preparing and presenting materials to senior leadership.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent verbal and written communication skills, with confidence facilitating discussions across senior and peer-level stakeholders.
• Ability to influence outcomes in a matrixed environment without formal authority.
• Highly organized, proactive, and able to manage multiple priorities under time constraints.
• Strong broker and customer experience orientation.
• Advanced proficiency in MS Excel and PowerPoint; experience with BI tools is an asset
• Post-secondary education in business, finance, or a related field preferred

Nice To Haves

• French language is an asset

Responsibilities

• Facilitate daily huddles to review and coordinate support on applications that fall outside of standard KPIs, promote cross functional engagement on deals, and promote collaboration across teams.
• Serve as a central point for clarifying next steps on problem deals, ensuring accountability, and reinforcing consistent approaches to deal resolution.
• Investigate deal status and timelines from escalated broker inquiries or complaints.
• Act as a trusted facilitator to support alignment and follow-through across functions without direct authority.
• Reinforce consistent messaging, reporting, and service expectations to improve execution and reduce ambiguity across the organization.
• Monitor and interpret key performance indicators across the end-to-end residential lending lifecycle, including turnaround times, service levels, approval and funding rates, escalation volumes, and experience-related metrics.
• Leverage existing dashboards and reporting while creating new views, summaries, and analyses where gaps exist.
• Prepare clear, concise reporting tailored to different audiences and forums, ranging from frontline teams to senior leadership to support one on one coaching and broader operational and policy development.
• Promote transparency and shared accountability by ensuring teams understand how performance metrics connect to broker experience and business outcomes.
• Prepare and present performance metrics, insights, and thematic findings in senior leadership forums.
• Develop executive-ready materials, summaries, and briefing notes that highlight trends, risks, and opportunities.
• Surface emerging operational issues, capacity constraints, and cross-functional dependencies, along with data-informed observations and improvement opportunities.
• Support leadership discussions by framing issues clearly and consistently across forums.
• Design and distribute surveys and hold other structured feedback mechanisms to gather input from brokers and internal teams on collaboration, efficiency, and service experience.
• Synthesize qualitative feedback into clear themes and insights, linking experience feedback to quantitative performance data where possible.
• Identify recurring friction points and systemic roadblocks affecting pipeline efficiency or broker satisfaction.
• Present opportunities and recommendations to improve internal collaboration, execution, and overall experience.

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

What This Job Offers

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