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Added 2 hours ago
BR
General Manager - Fairview Pnte Claire
Banana Republic
Pointe-Claire, QC
- Full-time
…profitable sales growth through all aspects of the store, including; customer and product operations, merchandising, and talent development. Through collaboration with your leadership team,…
Added 2 hours ago
BR
General Manager - Fairview Pnte Claire
Banana Republic
Pointe-Claire, QC
- Full-time
…profitable sales growth through all aspects of the store, including; customer and product operations, merchandising, and talent development. Through collaboration with your leadership team,…
Added 3 hours ago
S
Operations Lead - Full Time
sephora.com
Langford, BC
- $22.85 to $28.55 CAD / hour
- Full-time
Passionate about clients. Regularly act as the Manager on Duty within the store. Engage with Beauty Advisors and clients on the sales floor whenever possible..
Added 3 hours ago
BB
Brand Specialist - Vancouver, BC
Beauty Barrage
Vancouver, BC
- $25 to $30 CAD / hour
- Part-time
As a Brand Specialist, you will report to the Field Sales Manager or Brand Executive depending on your market. Our Brand Specialists are expected to be self-starters, results-oriented, and…
Added 3 hours ago
RT
Gestionnaire, performance et qualité / Manager Project Performance and Quality
Rio Tinto
Alma, QC
- Full-time
Un engagement envers la sécurité pour vous-même et pour votre équipe.
Added 3 hours ago
LJ
Store Manager
Legacy Jewellers
Fort Saskatchewan, AB
- Full-time
As Store Manager, you’ll play an important role in the day-to-day success of Legacy Jewellers. You’ll lead our team, create an exceptional customer experience, and help maintain the high…
Added 3 hours ago
S
Senior Advisor
SASCU
Sorrento, BC
- Full-time
…portfolio, the role deepens member relationships through proactive engagement, identifies opportunities to meet both short- and long-term needs, and provides expertise across complex…
Added 3 hours ago
L
Product Manager
Linedata
Toronto, ON
- Full-time
The Linedata Capitalstream Product Manager is responsible for managing Capitalstream product capabilities throughout the product lifecycle from initial concept and market research through…
Added 4 hours ago
A
Director of Housekeeping
AccorHotel
Jasper, AB
- Full-time
Ensuring high colleague engagement through recognition and removal of identified barriers
Added 5 hours ago
Sr. Digital Product Manager, Advice & Financial Guidance
Scotiabank
Toronto, ON
As the Senior Digital Product Manager, Advice, you will drive the evolution of Scotia’s digital advice experience. In this role, you’ll lead the delivery of innovative features and…
Added 5 hours ago
HT
Trade Compliance Program Manager
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 5 hours ago
B
Estimating Manager - Minto Frame & Truss NSW
Bunnings
Minto, ON
- Full-time
A million ways to make an impact starts with leaders who bring people, processes and customers together. As Estimating Manager, you’ll oversee the planning, allocation and completion of…
Added 5 hours ago
TM
Business Development / Sales Leader
TWO MEN AND A TRUCK®
Ottawa, ON
- Full-time
As our Business Development Manager, you’ll be the face of TWO MEN AND A TRUCK® in the local business community. You’ll build trust, share our story, and deliver smart commercial moving and…
Added 5 hours ago
SD
Assistant Front Store Manager, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Mississauga, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 6 hours ago
S
Field Reimbursement Manager (Atlanta)
Stratis
Field, BC
- Full-time
Summary: In this contracted role, the Field Reimbursement Manager (FRM) is a client-facing and client-customer-facing role that will be responsible for managing a dedicated territory to…
Added 6 hours ago
BI
Marketing Associate, Digital Health - Bilingual (French/English)
Baxter International Inc.
Mississauga, ON
- Full-time
…sales growth, marketing efficiency, both internal and external customer engagement, and clear facing communications leadership and support across Canadian business priorities. This includes…
Added 6 hours ago
FH
Project Manager - Redevelopment & Major Projects
Fraser Health Authority
Surrey, BC
- $46.37 to $66.66 CAD / hour
- Full-time
Bring your expertise in strategic leadership and transformational change to this role as a Project Manager - Redevelopment & Major Projects. This is your opportunity to apply creativity,…
Added 6 hours ago
UO
Operations Analyst - Information Technologies
University of Calgary
Calgary, AB
- Full-time
Reporting to the Manager, Data Centre and Facility Operations, the position will function as part of Information Technologies supporting a broad range of enterprise technologies, IT…
Added 6 hours ago
L
Assistant Manager, Guest Experience | Promenade St-Bruno | CONTRAT
lululemon
Saint-Bruno-de-Montarville, QC · St-Bruno-de-Montarville, QC
- Full-time
The Assistant Manager, Guest Experience role is an essential part of the store leadership team, ensuring our team members and guests (i.e., customers) receive a quality experience in our…
Added 6 hours ago
FC
Senior Workday Functional Specialist
Fanshawe College
London, ON
- Full-time
A customer-focused approach, balanced with strong business process knowledge and system expertise, is essential to proactively identify opportunities, improve business outcomes, and support…
Added 6 hours ago
AC
General Manager
Aramark Canada
AB · Edmonton, AB
- Full-time
As a General Manager, you will provide leadership, operational oversight, and strategic direction for remote hospitality and support service operations. This role is responsible for…
Added 6 hours ago
Produce - Supervisor Produce TF
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Parksville, BC
The Produce Supervisor is responsible to ensure a superior customer service experience by coaching, and developing friendly, well-trained staff. The Supervisor will supervise the department…
Added 6 hours ago
S
Manager of Visitor and Client Experience & Growth
SaskCulture
Regina, SK
- Full-time
…portfolio, and growth strategy that increases awareness, visitation, engagement, and revenue for the…
Added 6 hours ago
LC
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Loblaw Companies Limited
Toronto, ON
- Full-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 6 hours ago
AI
Group Lead, Controls Engineering
ATS Industrial Automation
Cambridge, ON
- Full-time
Employee Engagement Events (Employee BBQ’s and lunches, weekly treat day, etc.)

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

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Job details

Pay: $59,100.00 CAD - $98,500.00 CAD
Job type: Full-time
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.

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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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