Senior Manager, Customer Retention and Loss Mitigation, Personal Lending

BMO•Toronto, ON

24d•Onsite

About The Position

The Senior Manager, Customer Retention & Loss Mitigation, Personal Lending is accountable for developing and executing end-to-end strategies to minimize credit losses across the personal lending portfolio, while supporting fair, responsible, and customer-centric recovery outcomes. The role leads loss mitigation, collections, and pre-delinquency strategies, partnering closely with Risk, Credit Strategies, Finance, Analytics, Fraud and Operations, and drives continuous improvement in delinquency management, customer retention, recoveries, and portfolio performance to optimize credit outcomes and profitability. This position also involves setting product strategy, owning end-to-end product lifecycle management, and partnering with cross-functional teams to deliver lending solutions that meet customer needs and advance business objectives for the unsecured personal lending product portfolio.

Requirements

Bachelor’s degree in business, finance, data analytics, or a related field
5+ years of product management experience, preferably in financial services and/or lending.
Strong understanding of unsecured lending markets, customer segments, and risk management principles.
Advanced analytical skills and hands-on experience working with customer data.
Knowledge of pricing optimization, credit strategy optimization, and customer retention best practices.
Strong sense of ownership and a bias for action.
Proven track record of delivering outcomes that improve financial results and customer experience.
Excellent communication, leadership, and stakeholder management skills.
Ability to translate data into clear, actionable insights and decisions.
Proficiency with MS Office suite, SAS, SQL, Python

Nice To Haves

Master’s degree is an asset

Responsibilities

Develop and execute the product vision and roadmap for unsecured personal lending, ensuring alignment with organizational goals and market trends.
Define, monitor, and report key performance indicators (KPIs) across acquisition, portfolio performance, retention, and losses to measure success and drive continuous improvement.
Own customer retention, collections, and pre-delinquency strategies for the unsecured lending portfolio, partnering with various stakeholders across Canadian Personal and Business Banking to improve customer outcomes and reduce losses.
Lead unsecured lending portfolio analytics, producing advanced analyses to identify growth opportunities and to measure the effectiveness of acquisition and account management actions.
Oversees the development of business analytics and insights (e.g. portfolio profitability tracking, customer analytics, revenue forecasts, operations metrics, trend analytics, and predictive modelling).
Manage stakeholder communications and provide regular updates on product performance, enhancements, and roadmap priorities.
Makes strategy and new initiative recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
Ensure compliance with applicable regulations and internal risk frameworks for unsecured lending products.