Jobs in Canada

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Added 12 mins ago
SP
Solution Architect
Salesforce Partner Canada
BC · British Columbia, Canada
- Full-time
…a customer's growth. This is a hands-on, billable role: you lead discovery and design, own the functional architecture, guide the build, and set the solution standard for the engagements…
Added 12 mins ago
C
Supportive Housing Worker
Cota
Toronto, ON
- Part-time
Assists with the development of tenant Support/Goal Plans:
Added 12 mins ago
RD
Director, Parallel by RBC
RBC Dominion Securities
Toronto, ON
- Full-time
We are seeking an experienced Director with a proven growth mindset to lead the continued commercialization and expansion of Parallel by RBC, our strategic multi-family office offering.…
Added 12 mins ago
SP
Principal Applied AI Architect
Salesforce Partner Canada
Montreal, QC
- Full-time
As a Principal or Distinguished Applied AI Architect, you will be the trusted technical lead for a set of strategic accounts. You’ll help design agentic AI architectures that hold up under…
Added 12 mins ago
HP
Lead Data Engineer
Hartree Partners
Toronto, ON
- Full-time
Lead, mentor and develop a small team of data engineers, setting technical direction and establishing high engineering standards across design, development and code quality.
Added 42 mins ago
IE
Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
Lead discovery and requirements-gathering sessions with business and technology stakeholders.
Added 42 mins ago
IE
Manager, Supply Chain & Innovation
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
…identify opportunities to simplify and standardize operations and lead the development and implementation of improved processes, dashboards, reporting tools and practical automation…
Added 57 mins ago
DC
Proposal Specialist
Dillon Consulting Limited
Toronto, ON · Winnipeg, MB · Saint John, NB · Fredericton, NB · Sydney Indian Reserve No. 28A, NS · Halifax, NS · St. John's, NL · Edmonton, AB · Calgary, AB · Sydney, NS
- Full-time
…in our communities. We are committed to ongoing professional development and celebrate the unique perspectives that each team member brings to the table.Employee ownership is available to…
Added 1 hour ago
CS
Youth Experience Coordinator (Vancouver)
Circuit Stream
Vancouver, BC
- $22 CAD / hour
- Internship
candidates must have a valid passport)
Added 1 hour ago
J
Senior Director, Engineering - ICM
Jobgether
Canada
- Full-time
As Senior Director of Engineering for Incentive Compensation Management (ICM), you will lead the engineering organization responsible for developing and scaling a mission-critical…
Added 1 hour ago
WS
Senior Millwright
Wolf Steel Ltd
Barrie, ON
- Full-time
Participate in the development and updating of maintenance Standard Operating Procedures (SOPs) and safety guidelines
Added 1 hour ago
WS
Senior Millwright
Wolf Steel Ltd
Barrie, ON
- Full-time
Shift: Day Shift - 7:00am to 3:30pm
Added 1 hour ago
HC
Registered Nurse - Health Outreach Mobile Engagement
Health Careers Canada
ON · Ontario, Canada
- Full-time
The Clinical Educator supports orientation, onboarding, ongoing competency development and continuous learning across the site. The role provides point-of-care coaching and consultation,…
Added 1 hour ago
TI
Engagement Manager, Analytics & AI
TrueBlue Inc.
Calgary, AB
- Full-time
We are seeking an Engagement Manager based in Calgary to lead and coordinate data analytics and AI engagements for strategic enterprise clients.
Added 1 hour ago
HC
Clinical Research Coordinator III (Nurse - Phase 1)
Health Careers Canada
Mississauga, ON
- Full-time
This is an ATC role and will require on-site 3 days per week
Added 1 hour ago
HC
Clinical Research Coordinator III (Nurse - Phase 1)
Health Careers Canada
Toronto, ON
- Full-time
Consults the Team Lead, as appropriate, about changes in residents' condition, any occurrence of adverse events, or as necessary
Added 2 hours ago
RB
Director, Corporate Engagement and Internal Identity
Royal Bank of Canada
Toronto, ON
- Full-time
Lead RBC Royal Trust's internal thought leadership strategy, shaping the narrative and ensuring timely, high-quality content across all internal channels, including newsletters, town halls,…
Added 2 hours ago
RB
Senior Manager, Risk and Controls
Royal Bank of Canada
Toronto, ON · Vancouver, BC
- Full-time
Lead successful control testing for GFT as controls are scheduled for testing.
Added 2 hours ago
RB
Lead Full Stack Developer
Royal Bank of Canada
Toronto, ON
- Full-time
Must have development experiences in Azure Integration Services (Logic Apps,
Added 2 hours ago
RB
Director, Parallel by RBC
Royal Bank of Canada
Toronto, ON
- Full-time
We are seeking an experienced Director with a proven growth mindset to lead the continued commercialization and expansion of Parallel by RBC, our strategic multi-family office offering.…
Added 3 hours ago
GC
Technical Writer
Game Companies
Montreal, QC
- Full-time
Lead by example in ensuring that documentation is as clear, concise, accurate, and usable as possible
Added 3 hours ago
EM
Lecturer
EKU Master of Public Administration Program
Richmond, BC
- Full-time
Applicants must have their masters degree awarded (verified by official transcripts) at the time of appointment
Added 3 hours ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Lead the annual operating and capital budgeting processes, forecasting activities, and long-range financial planning.
Added 3 hours ago
E
AltaGas - Senior Partner, Workforce Capability & Talent Development
EEONLINE
AB · Alberta, Canada
- Full-time
…business, the Senior Partner, Workforce Capability & Talent Development will shape AltaGas' enterprise approach to employee capability development, career growth and internal talent…
Added 3 hours ago
VB
Sr Spec, IT
Vale Base Metals
Toronto, ON
- Full-time
…transforming critical minerals into prosperity and sustainable development in countries like Canada, Brazil, Indonesia, the United Kingdom, and Japan. We invite you to use your skills with…

HomeEquity Bank

Manager, Contact Centre and Loyalty

Toronto, ON, Canada

Full-time

Apply on homeequitybank.wd10.myworkdayjobs.com About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Sep 21, 2026

Original job description

WHO WE ARE

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product.

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.

Customer-Focused. Passionate Advocates
Courage to Act. Do the Right Thing
One Team. One Vision
Think Long-Term. Ever-Evolving
Be Exceptional. Inspire Greatness

POSITION SUMMARY

The Manager, Contact Centre & Loyalty Experience is responsible for the overall leadership, performance, and strategic direction of the Contact Centre and Loyalty/Retention functions.

This role is accountable for delivering strong business and client outcomes through effective people leadership, sales and retention performance, operational excellence, analytics, technology adoption, and continuous improvement. The Manager owns end-to-end operational performance across the Contact Centre and Loyalty teams, including productivity, conversion, retention, quality, compliance, client experience, service levels, and workforce effectiveness.

The role is also responsible for leveraging Salesforce Financial Services Cloud (FSC), reporting platforms, outbound dialer technology, IVR capabilities, and emerging AI-enabled tools to improve visibility, decision-making, productivity, client engagement, and overall team performance.

A key component of the role is translating business strategy into measurable operational plans, using data and technology to identify opportunities, address performance gaps, and continuously improve the customer journey. The Manager will act as a change leader and technology champion, driving adoption of new tools, processes, AI capabilities, and ways of working while ensuring that technology enhances, rather than replaces, the human connection that is critical to HomeEquity Bank’s client experience.

MAJOR ELEMENTS OF THE ROLE

Lead People & Performance: Lead the Contact Centre and Loyalty teams, including Team Leads and frontline employees, with accountability for performance management, coaching, development, engagement, staffing, and succession planning.
Own Operational & Business Results: Drive end-to-end performance across Contact Centre and Loyalty, including productivity, conversion, retention, quality, service levels, and client experience. Establish KPIs and ensure teams consistently meet or exceed business objectives.
Drive Data & Analytics: Leverage Salesforce Financial Services Cloud (FSC) and other reporting tools to monitor performance, maintain data integrity, and conduct deep-dive analysis to identify trends, root causes, opportunities, and actionable recommendations.
Optimize Contact Centre Technology: Oversee the effective use and optimization of outbound dialer, IVR, Salesforce, and other Contact Centre technologies to improve contact rates, productivity, client experience, and conversion.
Lead AI & Digital Adoption: Identify and champion opportunities to leverage AI, automation, and emerging technologies to improve productivity, quality, coaching, reporting, and client engagement. Lead adoption and change management to embed new tools into day-to-day operations.
Drive Continuous Improvement: Identify and implement process improvements that enhance operational efficiency, sales and retention outcomes, client experience, and employee effectiveness. Measure results and ensure improvements are sustained.
Partner & Influence: Partner with senior leadership and cross-functional teams across Sales, Marketing, Operations, Technology, Data, Risk, and Compliance to deliver strategic initiatives, resolve complex issues, and translate business objectives into clear operational plans.

SKILLS AND EXPERIENCE REQUIRED

Proven experience managing people in a Contact Centre, Sales, Retention, Customer Experience, or similar environment, with direct accountability for performance outcomes.
Demonstrated experience leading frontline teams and developing Team Leads or other people leaders.
Strong experience with Salesforce, preferably Salesforce Financial Services Cloud (FSC), including reporting, dashboards, data interpretation, and performance management.
Experience managing or working closely with outbound dialer and IVR systems, including campaign management, call routing, contact strategies, and optimization.
Strong analytical capability with demonstrated experience conducting deep-dive analysis, identifying root causes, interpreting trends, and translating data into actionable recommendations.
Demonstrated understanding of Contact Centre metrics, sales funnels, conversion, retention, productivity, quality, service levels, and client experience.
Experience using data and reporting to manage performance and make business decisions.
Experience leading change and successfully implementing new processes, technologies, and ways of working.
Demonstrated interest or experience in AI, automation, analytics, or digital transformation, with the ability to identify practical opportunities to improve business performance.
Strong understanding of quality, compliance, risk, and client experience considerations within a Contact Centre or financial services environment.
Excellent communication, presentation, influencing, and stakeholder management skills.
Strong business acumen and the ability to connect operational activity to broader business and revenue outcomes.
Highly organized, adaptable, and comfortable managing multiple priorities in a fast-paced environment.
Post-secondary education in Business, Finance, Data/Analytics, or a related field is an asset but not required; demonstrated leadership experience and performance will be key considerations.

WORKING CONDITIONS UNIQUE TO JOB:

Hybrid office environment

WHY WORK AT HOMEEQUITY BANK?

Great Environment

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.

A Dynamic Culture – With People at the Centre

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023.

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.

From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks (for eligible employees)

HomeEquity Bank offers a competitive total rewards package that includes:
Extended health and dental benefits
Employee & Family Assistance Program
Employer-Matched Group Retirement Savings Plan
Employee Share Investment Plan
Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits
Employee corporate discount for GoodLife Fitness

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

LinkedIn
Youtube
Facebook
Twitter
Instagram
Chip.ca

Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.

Apply on homeequitybank.wd10.myworkdayjobs.com About employer

More about this job

Responsibilities

The Manager is responsible for the leadership, performance, and strategic direction of the Contact Centre and Loyalty functions. They will drive operational excellence, sales and retention outcomes, and the adoption of AI and Salesforce technologies to enhance the client experience.

Requirements

Candidates must have proven experience managing frontline teams in a contact centre or sales environment with direct accountability for performance outcomes. Strong proficiency in Salesforce Financial Services Cloud, outbound dialer systems, and analytical capabilities is required.

Skills

Contact Centre Management
Salesforce Financial Services Cloud
Retention Strategy
People Leadership
Data Analysis
Outbound Dialer Management
IVR Systems
AI Adoption
Performance Management
Customer Experience
Change Management
Strategic Planning
Stakeholder Management
Business Acumen
Process Improvement
Compliance

Benefits

Extended health and dental benefits
Employee & Family Assistance Program
Employee Share Investment Plan
Wellness account
Virtual self-care programs
Extended mental health benefits
Corporate discount for GoodLife Fitness
Educational Assistance Program
Volunteer day off

Visa sponsorship

Not detected in the job text

Keywords

Contact Centre
Loyalty
Retention
Salesforce
Financial Services Cloud
Outbound Dialer
IVR
AI
Automation
Data Analytics
Performance Management
Customer Experience
Change Management
Business Strategy
KPIs
Financial Services
Reverse Mortgages
Leadership
Coaching
Operational Excellence
Reporting
Dashboards
Compliance
Risk Management
Stakeholder Management
Digital Transformation
Process Improvement
Banking
Team Leadership
Revenue Outcomes

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Work requirements

Jobs in Canada