Manager - Mortgage Renewal Lifecycle

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This is a hybrid role in Toronto

Manager, Mortgage Renewal Lifecycle

Location: Toronto, ON
Team: Customer Lifecycle Management
Reports to: Senior Manager, Mortgage Renewal Lifecycle (Customer Lifecycle Management & Strategy)

Role Summary

The Manager, Mortgage Renewal Lifecycle is accountable for supporting the design, delivery, and ongoing optimization 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 plays a critical part in executing the end-to-end journey, working closely with cross-functional partners & the Mortgage Product teams to translate strategy into actionable plans, deliver high-quality initiatives, and drive measurable outcomes. The Manager will support efforts to engage customers earlier, orchestrate experiences across channels, and unlock value before, during, and after renewal.

Operating in a fast-paced and evolving environment, this role requires a strong executor who can manage complexity, coordinate across multiple stakeholders, and contribute to building a scalable, high-impact lifecycle journey.

Key Accountabilities

Journey Strategy & Design

• Support development and evolution of the Mortgage Renewal Lifecycle strategy and roadmap, across pre-renewal, renewal, and post-renewal phases
• Contribute to identifying opportunities to improve retention, margin, product penetration, and customer experience
• Help position mortgage renewal as a relationship-driven lifecycle opportunity, not just a transaction
• Ensure alignment with broader retail banking, home financing, and customer lifecycle strategies

End-to-End Delivery & Execution

• Support and lead components of end-to-end delivery of the journey, from concept through launch and stabilization
• Translate strategic direction into clear execution plans, requirements, and deliverables
• Coordinate cross-functional teams to deliver initiatives on time and with high quality
• Track and manage dependencies, risks, and timelines across multiple workstreams
• Contribute to delivery against a structured build plan (strategy design build launch optimize)

Customer Experience & Channel Orchestration

• Support the design and execution of an end-to-end customer experience across digital, frontline, and assisted channels
• Help operationalize early engagement strategies (6-12 months pre-renewal)
• Contribute to enabling smart channel steering based on customer needs, complexity and direction provided by the product teams
• Support execution of post-renewal engagement initiatives to drive primacy, product depth, and engagement

Stakeholder & Partner Collaboration

• Work closely with key partners to support delivery of the journey, including:
  • Product (Home Financing, Unsecured Lending & Cards, Investments, Everyday Banking)
  • Marketing
  • Analytics / Data & Insights
  • Digital
  • Frontline / Channel Enablement
  • Operations
  • Campaign Strategy & Execution
• Coordinate across stakeholders to ensure alignment, clarity of deliverables, and execution progress
• Participate in working groups, forums, and governance processes
• Communicate updates, risks, and progress clearly to stakeholders

Performance Management & Optimization

• Support tracking and reporting of key performance indicators (KPIs), including retention, PPC growth, investment penetration, margin, customer engagement, and experience
• Analyze performance data to identify trends, gaps, and opportunities
• Contribute to development of measurement frameworks across lifecycle phases
• Support test-and-learn initiatives and continuous optimization efforts

Operating Model & Execution Support

• Support implementation of the journey operating model, including:
  • Stage gates and governance
  • Cross-functional working teams
  • Delivery timelines and milestones
• Help ensure initiatives are structured for scalability and sustainability
• Contribute to development of playbooks, frameworks, and best practices

Risk & Governance

• Ensure initiatives align with BMO’s risk management framework and regulatory requirements
• Identify and escalate risks related to customer outcomes and execution
• Support adherence to governance standards and approval processes

Qualifications & Experience

Experience

• Typically 4-7 years of experience in retail banking, lending/home financing, strategy, or consulting
• Experience supporting or delivering cross-functional programs or initiatives
• Strong ability to manage multiple workstreams and operate in a fast-paced, evolving environment
• Exposure to home financing or customer lifecycle management is an asset

Education

• Post-secondary degree in Business, Commerce, Engineering, or a related field
• MBA or advanced degree is an asset

Core Capabilities

• Structured thinking and problem-solving - Strong
• Program delivery and execution - Strong
• Customer lifecycle and experience understanding - Strong
• Stakeholder coordination and collaboration - Strong
• Data-driven analysis and performance tracking - Strong
• Communication and stakeholder updates - Strong
• Ability to operate in ambiguity and evolving scope - Strong

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.