Senior Manager, Retention Strategy & Performance - Real Estate Secured Lending (RESL)

Scotiabank • Toronto, ON

4d • Onsite

About The Position

The Senior Manager, Retention Strategy & Performance is accountable for the end‑to‑end performance of mortgage portfolio retention through a portfolio and profitability lens. This role is responsible for identifying, quantifying, and prioritizing retention opportunities within the mortgage portfolio that improve margin, while supporting sustainable customer retention outcomes. You will lead portfolio‑level analysis to generate actionable insights on renewal behavior, spread dynamics, and customer conversion opportunities, and translates these insights into clear retention strategies. Working closely with the RESL Product & Channel Strategy team, this role ensures that portfolio‑driven strategies are effectively executed across distribution channels. This role provides senior leadership with clear, fact‑based perspectives on retention performance, trade‑offs, and opportunities, and plays a critical role in shaping the Bank’s retention approach through disciplined analysis, strong business judgment, and effective cross‑functional collaboration.

Requirements

• Post‑secondary degree in Business, Finance, Economics, Analytics, or a related discipline preferred.
• 5+ years of relevant work experience, with 3–5 years of experience supporting a portfolio or business line within financial services, banking, or a similar environment.
• Mortgage or lending background/experience preferred.
• Strong communication skills with the ability to synthesize complex concepts into concise, executive‑level messaging.
• Demonstrated ability to analyze large data sets, derive insights, and quantify business impact; experience pulling data independently is a strong asset.

Responsibilities

• Own and manage mortgage retention performance through a portfolio lens, with accountability for identifying opportunities to improve margin and long‑term portfolio profitability while supporting strong customer retention outcomes.
• Analyze renewal and retention behavior across the mortgage portfolio, including term migration, spread changes at renewal, and product conversion opportunities, and quantify the impact of these behaviors on portfolio performance.
• Develop and articulate clear retention insights and strategic opportunities, synthesizing complex portfolio data into actionable recommendations that inform retention priorities, strategy design, and senior management decision‑making.
• Conceptualize portfolio‑driven retention strategies and campaigns based on observed customer behavior, pricing economics, and spread dynamics, and partner closely with Channel Retention Strategy and Execution teams to support the translation of these insights into executable initiatives.
• Provide ongoing performance oversight of retention outcomes, monitoring key indicators such as renewal volumes, retention rates, spread movement, and identifying emerging trends, opportunities, and risks.
• Develops and maintains forecasts for mortgage retention, renewal volumes, and expected mortgage payouts, incorporating portfolio behavior, pricing dynamics, and churn assumptions.
• Serve as a strategic partner to RESL Pricing, Portfolio Management, Finance, and Analytics teams, ensuring alignment between retention strategies, pricing economics, portfolio objectives, and profitability goals.
• Prepare clear, executive‑ready materials that communicate retention performance, insights, and strategic priorities to senior leadership, supporting informed discussions on portfolio trade‑offs and future direction.
• Ensure retention insights and strategies are grounded in sound risk awareness, incorporating the Bank’s risk appetite and governance expectations into analysis, recommendations, and decision‑making.

Benefits

• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Reward Program, including bonus, flexible vacation, personal, sick days, and benefits will start on day one.
• Opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

What This Job Offers

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