Senior Manager, Customer Retention and Loss Mitigation, Personal Lending (Toronto)

Key Responsibilities

• Develop and execute the product vision and roadmap for unsecured personal lending, ensuring alignment with organizational goals and market trends.
• Define, monitor, and report key performance indicators (KPIs) across acquisition, portfolio performance, retention, and losses to measure success and drive continuous improvement.
• Own customer retention, collections, and pre‑delinquency strategies for the unsecured lending portfolio, partnering with various stakeholders across Canadian Personal and Business Banking to improve customer outcomes and reduce losses.
• Lead unsecured lending portfolio analytics, producing advanced analyses to identify growth opportunities and to measure the effectiveness of acquisition and account management actions.
• Oversee the development of business analytics and insights (e.g., portfolio profitability tracking, customer analytics, revenue forecasts, operations metrics, trend analytics,...