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Added 24 mins ago
TG
Planet Fitness - Member Services Representative - Part Time - Timmins
Taymax Group
Timmins, ON
- Part-time
We're committed to bringing passion and customer focus to the business.
Added 1 hour ago
Cashier/Grocery Clerk
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Terrace, BC
What began as a meat delivery business in Stellarton, Nova Scotia has grown to over 128,000 teammates at corporate-owned and franchised store locations. Sobeys Capital Incorporated and its…
Added 2 hours ago
B
Facility Manager III
BGIS
Toronto, ON
- Full-time
Creates presentations for client consumption showcasing trends & providing valued insights and recommendations that support the operations of a first-class facility.
Added 2 hours ago
CC
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Ontario
Chit Chats
Toronto, ON
- Full-time
The role of the Sales Representative is essential in identifying, qualifying, and converting new business opportunities into active Chit Chats clients. This role is focused on building…
Added 2 hours ago
CC
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Alberta
Chit Chats
Calgary, AB
- Full-time
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Added 2 hours ago
CC
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - British Columbia
Chit Chats
Vancouver, BC
- Full-time
The role of the Sales Representative is essential in identifying, qualifying, and converting new business opportunities into active Chit Chats clients. This role is focused on building…
Added 2 hours ago
S
Order Management & WorkForce Planner
Skechers
Surrey, BC · Canada: Distribution Center (DC)
- Full-time
Partner with Supervisors and Operations to plan daily labor allocation and align staffing with volume, priorities, and business requirements.
Added 4 hours ago
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Turnaround Maintenance Scheduler
Shell
Sarnia, ON
- Full-time
…visibility, critical path control, and scenario analysis to support safe, efficient, and predictable turnaround…
Added 4 hours ago
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Project Engineer
Shell
Sarnia, ON
- Full-time
…review facilitation and developing the required team culture in support of achieving project…
Added 4 hours ago
W
Heavy Duty Technician - Fort McMurray Rotation
Wajax
Pasadena, NL
- Full-time
Where required tests, measures, and verifies electrical component operations, including energized components and electrical fields; conducts building transfer tests to confirm correct…
Added 4 hours ago
NI
Customer Service Representative
NRI Industrial Sales
Mississauga, ON
- Full-time
Representative to join our Customer Service team. The successful candidate will support
Added 4 hours ago
PM
Customer Service Manager
Prollenium Medical Technologies Inc.
Richmond Hill, ON
- $60,000 to $65,000 CAD / year
- Contract
Collaborate with Sales, Operations, Supply Chain, Quality, Finance, and Logistics to support business objectives and improve service performance.
Added 5 hours ago
VM
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Alberta
Venture Media
Calgary, AB
- From $60,000 CAD / year
- Full-time
The role of the Sales Representative is essential in identifying, qualifying, and converting new business opportunities into active Chit Chats clients. This role is focused on building…
Added 5 hours ago
VM
Sales Representative- Permanent Full-Time - (Supply Chain and Logistics B2B) - Ontario
Venture Media
Toronto, ON
- From $60,000 CAD / year
- Full-time
The role of the Sales Representative is essential in identifying, qualifying, and converting new business opportunities into active Chit Chats clients. This role is focused on building…
Added 6 hours ago
TL
Customer Service Specialist
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Guelph, ON
- $50,000 to $60,000 CAD / year
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Added 6 hours ago
Customer Service Representative Level 2
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Rosser, MB
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Customer Service Representative
Transx Ltd
Rosser, MB
- Full-time
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Inside Sales and Service Representative
Calgary Fasteners Tool
Nanaimo, BC
- Up to $21.54 CAD / hour
…fasteners, safety supplies, and other essential products to support business operations. At ONO Work & Safety, we believe in the importance of building relationships with our customers and…
Added 9 hours ago
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Transversal Finance Lead
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Toronto, ON
- Full-time
Lead corporate functions partnership (Legal, P&C, Procurement, HSE, Business Operations, Communications, Market Access & Pricing etc) as the primary finance interface, ensuring alignment of…
Added 9 hours ago
L
Financial Service Representative - LendDirect Office 1561
LendDirect
Halifax, NS
- Full-time
“After starting as a Financial Service Representative in late 2021 it was within a year, I quickly rose to being a Shift Lead. I trained diligently with my Branch Manager and Assistant…
Added 9 hours ago
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Customer Success Specialist
Radius Fire Protection
Richmond, BC
- Full-time
Support collaboration across sales, operations, and marketing.
Added 9 hours ago
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Account Manager, Major Accounts
GoodWork.ca
Vancouver, BC
- Full-time
Our four core values of innovation, integrity, community, and environment drive our daily operations and long-term strategic goals.
Added 10 hours ago
4E
Privacy Compliance Specialist
407 ETR
Woodbridge, ON
- Full-time
Internal and external records management, retention, and destruction support
Added 10 hours ago
CE
Program & Team Leader – Power Systems (HV/MV) Utility Engineering (with Renewable integration)
Colm Engineering Ltd
Vaughan, ON
- Full-time
Build professional relationships to support repeat business and program expansion across North American markets.
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MC
Senior Product Manager - Brokerage Clearing and Settlement System
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Manulife

Default Management Supervisor

Halifax, NS, Canada
Kitchener, ON, Canada
Toronto, ON, Canada
Waterloo, ON, Canada

$59,100.00 CAD - $98,500.00 CAD · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: $59,100.00 CAD - $98,500.00 CAD
Job type: Full-time
Apply by: Oct 12, 2026
Experience: 3+ years of progressive experience in default management, mortgage servicing, collections, loss mitigation, banking operations, or a related financial services environment.
Posting language: English
Posted: Sep 29, 2026

Original job description

We are seeking an experienced and people-focused leader to join our Residential Lending Services team as Default Management Supervisor.

This role is responsible for leading a team that supports customers experiencing financial hardship while balancing customer outcomes, operational effectiveness, and risk management objectives. The successful candidate will provide leadership and coaching to a multi-location team responsible for mortgage and lending delinquency management, loss mitigation activities, and resolution strategies across retail lending and demand account products.

The Default Management Supervisor is accountable for delivering service excellence, maintaining regulatory and policy compliance, enhancing operational performance, and fostering a highly engaged, customer-focused culture. This leader will work closely with business partners across Lending, Risk, Legal, Customer Experience, and Operations to ensure effective resolution of complex customer situations while supporting Manulife Bank's risk appetite and customer commitments.

Position Responsibilities:

Leadership & Team Development

Lead, coach, and develop a high-performing team through ongoing performance conversations, development planning, mentoring, and recognition.
Foster an inclusive, collaborative, and accountable team culture that supports engagement, innovation, and continuous improvement.
Provide guidance and support in managing complex customer situations and escalated cases.
Ensure employees possess the knowledge, capabilities, and tools required to effectively perform their responsibilities.
Support workforce planning and resource management to meet service, quality, and operational objectives.

Customer Experience & Operational Excellence

Drive exceptional customer experiences through empathetic, professional, and solution-focused interactions.
Monitor work volumes, productivity, quality, and service performance to ensure operational objectives are achieved.
Identify opportunities to improve processes, reduce customer effort, and enhance service delivery.
Provide additional support by jumping into action and helping to manage cases during higher-than-normal volumes to guarantee service level standards are consistently met

Default Management & Risk Oversight

Support activities related to delinquency management, loss mitigation, and resolution strategies across mortgage and lending products.
Ensure delinquent and higher-risk accounts are identified and managed proactively and consistently.
Support team members in evaluating customer circumstances and negotiating sustainable repayment solutions within policy guidelines.
Review escalated arrangements, risk mitigation recommendations, and account strategies to ensure appropriate decision-making and escalate to the Manager, Default Management as required.
Ensure account documentation, customer records, and collection activities meet regulatory, legal, and internal policy requirements.
Support interactions with legal partners, insolvency proceedings, bankruptcy and consumer proposal activities, and third-party service providers, where applicable.

Compliance & Governance

Ensure operational controls, audit requirements, and compliance procedures are being followed by the team.
Identify operational, customer, and compliance risks to the Manager, Default Management.
Support internal audits, reviews, and business initiatives as required.

Change & Strategic Initiatives

Act as a key business partner on projects, process improvements, and transformation initiatives.
Champion continuous improvement and leverage data-driven insights to enhance team effectiveness and customer outcomes.
Support implementation of new tools, technologies, and operating models that improve efficiency and service delivery.

Required Qualifications:

3+ years of progressive experience in default management, mortgage servicing, collections, loss mitigation, banking operations, or a related financial services environment.
Previous people leadership experience with demonstrated success developing and coaching teams.
Strong understanding of residential mortgage products, lending practices, and delinquency management strategies.
Knowledge of insolvency processes, bankruptcy legislation, collections practices, and applicable provincial regulations.

Preferred Qualifications:

Strong analytical and problem-solving skills with the ability to manage complex customer and business situations.
Demonstrated ability to influence stakeholders and build collaborative relationships across multiple business areas.
Excellent verbal and written communication skills.
Strong organizational and decision-making skills with the ability to prioritize in a fast-paced environment.
Nice to have: Bilingual (French & English) - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec.

The successful candidate will:

Lead with empathy and accountability.
Balance customer outcomes with prudent risk management.
Develop and inspire high-performing teams.
Use data and insights to drive results.
Build strong partnerships across the organization.
Champion change, continuous improvement, and operational excellence.

When you join our team:

We’ll empower you to learn and grow the career you want.
We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team, we’ll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$59,100.00 CAD - $98,500.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact hr@manulife.com for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact hr@manulife.com for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.

Apply About employer

More about this job

Responsibilities

The Default Management Supervisor leads a team focused on supporting customers with financial hardship while balancing operational effectiveness and risk management. This role involves coaching staff, managing delinquency and loss mitigation strategies, and ensuring compliance with regulatory and internal policies.

Requirements

Candidates must have at least 3 years of experience in default management, mortgage servicing, or banking operations, along with proven people leadership skills. A strong understanding of residential mortgage products, insolvency processes, and collections practices is required.

Skills

Default management
Mortgage servicing
Collections
Loss mitigation
Banking operations
Team leadership
Coaching
Performance management
Risk management
Insolvency processes
Bankruptcy legislation
Analytical skills
Problem-solving
Stakeholder management
Communication skills
Decision-making

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy support
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension
Global share ownership plan
Paid time off
Vacation
Personal days
Sick days

Visa sponsorship

Not detected in the job text

Keywords

Default management
Mortgage servicing
Collections
Loss mitigation
Banking operations
Financial services
Insolvency
Bankruptcy
Risk management
Regulatory compliance
Customer experience
Workforce planning
Performance coaching
Operational excellence
Data-driven insights
Process improvement
Stakeholder management
Residential lending
Delinquency management
Consumer proposal

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