Senior Manager - Mortgage Renewal Lifecycle

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This is a hybrid role in Toronto

Senior Manager, Mortgage Renewal Lifecycle (Contract)

Location: Toronto, ON
Team: Customer Lifecycle Management
Reports to: Director, Customer Lifecycle Management & Strategy
Contract Duration: 16 Month Contract Through October 31, 2027

Role Summary

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.

Key Accountabilities

Journey Ownership & Strategy

• 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

End-to-End Delivery & Execution

• 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)

Customer Experience & Channel Orchestration

• 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

Stakeholder & Partner Leadership

• 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

Performance Management & Optimization

• 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

Operating Model & Buildout

• 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

Risk & Governance

• 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

Qualifications & Experience

Experience

• 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

Education

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

Core Capabilities

• 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

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.