Senior Manager - Mortgage Renewal Lifecycle

BMO•Toronto, ON

2d•CA$94,600 - CA$176,000•Hybrid

About The Position

The Senior Manager, Mortgage Renewal Lifecycle (Contract) is accountable for leading the design, build, and delivery 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 owns end-to-end journey health and effectiveness, from strategy through execution and post-launch optimization, with a focus on improving customer retention, primacy, and long-term relationship growth. The Senior Manager will lead cross-functional efforts to engage customers earlier, orchestrate personalized experiences across channels, and unlock value before, during, and after renewal. Operating in a high-visibility and time-bound mandate, this role requires a leader who can stand up a complex journey from the ground up, align diverse partners, and deliver measurable outcomes within a defined delivery window.

Requirements

Typically 7+ years of experience in retail banking, lending/home financing, strategy, or consulting
Experience leading large, cross-functional programs or journeys with significant business impact
Strong understanding of home financing products, customer behavior, and renewal dynamics is an asset
Proven ability to operate in ambiguous, build-phase environments and deliver results
Post-secondary degree in Business, Commerce, Engineering, or a related field
Strategic thinking and journey ownership – Expert
Program delivery and execution leadership – Expert
Customer lifecycle and experience design – Expert
Stakeholder influence and cross-functional leadership – Expert
Data-driven decision making and performance optimization – Expert
Communication and executive storytelling – Expert
Ability to manage ambiguity and deliver in a time-bound mandate – Expert

Nice To Haves

MBA or advanced degree is an asset

Responsibilities

Define and lead the Mortgage Renewal Lifecycle strategy and roadmap, spanning pre-renewal, renewal, and post-renewal phases
Identify and prioritize opportunities to improve retention, margin, product penetration, and customer experience
Ensure alignment to broader retail banking, home financing, and customer lifecycle strategies
Position mortgage renewal as a critical lifecycle moment to deepen relationships, not just complete a transaction
Own end-to-end delivery of the journey, from concept through launch and stabilization
Translate strategy into clear execution plans, roadmaps, and deliverables
Lead cross-functional teams to deliver initiatives on time and with high quality
Proactively manage dependencies, risks, and competing priorities across teams
Stand up and drive delivery against a structured build plan (strategy → design → build → launch → optimize)
Design and deliver a seamless, end-to-end customer experience across digital, frontline, and assisted channels
Drive early engagement strategies (6–12 months pre-renewal) to build relationship strength and trust
Enable smart channel steering (digital vs. advice-led) based on customer complexity, value and direction provided by the product teams
Ensure post-renewal engagement opportunities are captured to grow primacy, product depth, and engagement
Act as the central point of accountability across all partners contributing to the journey
Partner closely with: Product (Home Financing, Unsecured Lending & Cards, Investments, Everyday Banking) Marketing Analytics / Data & Insights Digital Frontline / Channel Enablement Operations Campaign Strategy & Execution
Drive alignment, decision-making, and shared accountability across stakeholders
Represent the journey in governance forums and senior leadership discussions
Define and track key performance indicators (KPIs), including retention, PPC growth, investment penetration, customer engagement, and experience
Establish measurement frameworks to evaluate performance across pre-, during-, and post-renewal phases
Use data and insights to identify optimization opportunities and refine strategy
Drive a test-and-learn culture, continuously improving journey outcomes
Establish and implement a scalable journey operating model, including: Stage gates and governance Cross-functional working teams Delivery timelines and milestones
Ensure initiatives are set up for long-term sustainability and ongoing optimization post-contract
Document frameworks, playbooks, and best practices to support transition to steady-state operations
Ensure alignment with BMO’s risk management framework and regulatory requirements
Identify and manage risks related to customer outcomes, margin, and execution
Ensure all initiatives adhere to governance standards and approval processes