Manager, Real Estate Secured Lending (RESL) Account Management

The Manager, Real Estate Secured Lending (RESL) Account Management supports the design, enhancement, and execution of strategies that strengthen the performance, resilience, and customer experience of the in‑force RESL portfolio. This role blends strong analytical capabilities with practical strategy execution, helping to drive customer retention, protect credit quality, and support sustainable profitability within the bank’s risk appetite.

Working closely with Product, Risk, Analytics, and Technology partners, the Manager contributes to the development of scalable lifecycle strategies grounded in segmentation, behavioural insights, collateral‑risk differentiation, and model‑enabled decisioning. The role ensures that account‑management and renewal strategies evolve as customer needs, housing markets, interest‑rate environments, and regulatory conditions change.

Key Responsibilities

Lifecycle Strategy Support & Execution

• Support the design and delivery of post‑funding account‑management strategies, including renewals, retention pathways, early‑warning triggers, behavioural treatments, and exception handling.

• Execute treatment logic and processes that balance customer experience, retention, profitability, and credit‑risk integrity across secured‑lending segments.

• Apply customer attributes, behavioural signals, and collateral‑risk insights to help drive more targeted and effective interventions.

Renewals Strategy Support

• Contribute to the development and refinement of renewal strategies that strengthen retention and ensure risk‑appropriate renewal decisioning.

• Collaborate with Distribution, Pricing, and Risk to support proactive outreach, early‑engagement triggers, and renewal decision flows across automated, branch, and adjudication channels.

• Assist with workflow mapping and improvement to enhance renewal efficiency and customer experience.

Model Application & Interpretation

• Use secured‑lending models-including behaviour scores, AVMs, collateral risk tiers, and early‑warning indicators-to inform treatment segmentation and renewal decisions.

• Support proper interpretation of model outputs and assist in embedding insights into treatment logic and exposure‑management processes.

Analytical Insights & Portfolio Optimization

• Conduct analyses to identify opportunities for improved segmentation, behavioural triggers, renewal targeting, pricing refinement, and delinquency‑risk detection.

• Provide insights on renewal conversion trends, prepayment behaviour, delinquency patterns, and regional housing‑market variations.

• Prepare reporting and recommendations to support ongoing strategy improvements.

Champion-Challenger Testing

• Support the execution of test‑and‑learn frameworks for renewal treatments, pricing offers, behavioural segmentation, and early‑warning interventions.

• Track and report on test performance, assessing impacts on retention, risk outcomes, portfolio yield, and customer experience.

• Document test designs, learnings, and recommendations for scale‑up.

Technology & Deployment Partnership

• Work with Technology and Analytics teams to help translate strategy logic into deployable rules and automated workflows.

• Participate in validation, UAT testing, and change‑management activities to ensure operational readiness and system integrity.

• Help maintain documentation related to treatment logic, rule‑sets, and model integration.

Portfolio Monitoring & Reporting

• Monitor indicators of portfolio health, including delinquency trends, renewal conversion, attrition drivers, prepayment patterns, collateral‑value shifts, and regional housing dynamics.

• Identify emerging risks or performance deviations and recommend refinements to maintain portfolio outcomes within risk appetite.

• Prepare reporting packages and insights for senior leaders, Product, and Risk partners.

Governance, Risk & Compliance

• Ensure strategies comply with credit policy, regulatory requirements, adjudication standards, consumer‑protection guidelines, and model‑governance expectations.

• Maintain high‑quality documentation of strategy logic, model use, change controls, and analytical methodologies.

• Support audits, compliance reviews, and oversight activities as needed.

Qualifications & Experience

Required

• 3 to 5+ years in Real Estate Secured Lending, mortgage credit strategy, underwriting, account management, or portfolio‑focused risk management.

• Solid understanding of mortgage underwriting fundamentals, collateral risk, and secured‑lending regulatory frameworks.

• Experience using secured‑lending models (e.g., AVMs, credit scores, behaviour scores, segmentation models).

• Working knowledge of decision engines, decision‑tree platforms, and analytical tools (SAS, SQL, Python, FICO, or similar).

• Ability to analyze data, interpret risk indicators, and translate insights into actionable recommendations.

• Strong cross‑functional communication skills, with the ability to collaborate effectively across Product, Risk, Technology, and Operations.

Preferred

• Exposure to renewal processes, retention strategies, behavioural segmentation, or lifecycle strategy execution in secured lending.

• Experience with test‑and‑learn or champion-challenger frameworks.

• Familiarity with MIS reporting, portfolio analytics, and secured‑lending technology platforms.