Senior Manager, Mortgage Funding and Servicing (Questbank)

Questrade Financial Group•Toronto, ON

18h•CA$145,000 - CA$165,000•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Senior Manager, Mortgage Funding and Servicing for its Questbank division. This senior leadership role is responsible for the end-to-end operational ownership of both Mortgage Funding and Mortgage Servicing departments within Questbank's Mortgage Operations. The position involves setting strategic direction, managing operational performance, and driving continuous improvement in both areas, from mortgage closing and funding to ongoing administration and risk management post-close. The role emphasizes fostering a high-performance, accountability-oriented culture, championing AI integration, process innovation, and talent development. The Senior Manager will be a key partner to various leadership teams, including Residential Lending, Commercial Mortgages, Credit Risk, Finance, and Compliance, and will play a critical role in Questbank's compliance, credit risk, and governance framework.

Requirements

10+ years of progressive experience in mortgage operations, with meaningful exposure to both mortgage funding and mortgage servicing environments.
5+ years in a management or senior leadership role within the financial services industry.
Degree in Business Administration, Finance, or a related field.
Comprehensive, end-to-end knowledge of the residential mortgage lifecycle including the funding process, post-close servicing, default management, loss mitigation, and legal enforcement.
Proven leadership capability with a track record of developing high-performing teams through multiple management layers.
Skilled at coaching at all levels, building accountability structures, and driving results in a fast-paced, high-volume environment.
Strategic thinker with the ability to develop and execute multi-year operational plans.
Proven ability to navigate organizational change and translate complex operational challenges into clear, executable strategies.
Demonstrated experience identifying and implementing AI-driven tools, workflow automation, and technology-enabled improvements within a mortgage or financial services environment.
Expert knowledge of AML/ATF, privacy regulations, and compliance management.
Experience leading regulatory and third-party audits and managing enforcement-related obligations across both funding and servicing functions.
Exceptional stakeholder management skills with a proven ability to build and sustain strategic relationships with investors, third-party servicers, solicitors, brokers, FCT, and internal partners.
Demonstrated ability to deliver best-in-class client and partner experiences.
Strong analytical and communication skills with ability to synthesize complex operational, arrears, and servicing data into clear, decision-ready reporting for investors and executive leadership.

Nice To Haves

Hold an advanced designation (e.g., AMP, CFA, or equivalent).

Responsibilities

Leading, inspiring, and developing a multi-tiered team across Mortgage Funding and Mortgage Servicing, cultivating a high-performance, accountability-driven culture.
Providing structured, ongoing, and candid coaching to managers and team leads, establishing clear goals and performance expectations.
Leading talent management, including succession planning, career development, training roadmap design, and recruitment.
Championing team engagement, resilience, and a culture of innovation for continuous improvements.
Developing and executing the strategic vision for Mortgage Funding and Mortgage Servicing, aligning operational priorities with organizational growth objectives.
Identifying and pursuing opportunities to scale operations capacity, enhance service delivery, and grow revenue-generating capabilities.
Leading annual departmental planning, budget management, and resource allocation.
Building and sustaining senior cross-functional partnerships with key departments to drive integrated, enterprise-wide solutions.
Defining and owning the AI and automation roadmap for Mortgage Operations, championing the adoption of AI-driven tools and workflow automation.
Continuously identifying and executing best-practice process improvements, eliminating redundancies, and leading major project implementations.
Leading change management initiatives related to technology adoption and organizational transformation.
Overseeing all daily, weekly, monthly, and annual Mortgage Funding functions and reporting requirements, ensuring Service Level Agreements (SLAs) are met.
Ensuring accurate posting of approved advances and prompt reconciliation of discrepancies.
Overseeing post-funding due diligence, including file completions, broker payments, and required correspondence.
Establishing and maintaining key relationships with external business partners and delivering a best-in-class client experience.
Ensuring collaboration with Residential and Commercial Mortgage teams for efficient closings and managing funding escalations.
Overseeing the successful execution of all Mortgage Servicing functions, ensuring Key Performance Indicators (KPIs) and SLAs are met and optimized.
Acting as the final escalation point for complex client, system, or operational servicing issues.
Ensuring systemic integrity for various servicing functions within the Loan Management Software.
Leading monthly investor arrears meetings and overseeing arrears reporting.
Overseeing the execution of default and workout arrangements and providing strategic oversight for loans referred for legal action.
Serving as the primary authority for adherence to Questbank’s internal policies, AML/ATF regulations, provincial guidelines, and privacy obligations.
Ensuring the team adheres to AML/ATF procedures with an emphasis on Know Your Client (KYC) requirements.
Leading the facilitation of third-party and regulatory audits across Mortgage Operations.
Maintaining and updating all related policies and procedures and ensuring accurate record keeping.