Manager, Residential Lending

Position Description


The Manager, Residential Lending is responsible for leading a team of Underwriters and Mortgage Officers in an environment focused on service and operational excellence. The position plays an important role in the compliance, risk and credit management of the business by ensuring full adherence to CTC’s policies, procedures and regulatory requirements.  This role is responsible for team development and ensuring goals are met which, in turn, successfully contributes to the overall corporate results.


Business Operations
  • Work in collaboration with the team to closely manage pipelines, collect outstanding documentation needed to satisfy the requirements as stipulated in the commitment and close deals on a timely basis.
  • Provide the effective leadership, oversight, tools and support that the Underwriters and Mortgage Officers need to be successful with the day-to-day operations
  • Responsible for consistent adherence to predetermined Service Level Agreements.
  • Together with the Credit Quality Assurance Specialist, support effective compliance, risk management and risk controls in the origination of the residential mortgage business portfolio by exercising consistent, objective and sound credit decisions in accordance with risk appetites, policies and procedures.
  • Conduct analysis on declined and cancelled deals to identify trends and recommend solutions to minimize lost opportunities.
  • Review and decision mortgage applications recommended by staff for completeness and accuracy to ensure compliance with all aspects of Community Trust policy, procedures, pricing and risk appetite.
  • Successfully contribute to the Residential Lending results, ensuring that growth and profitability targets are being met.
  • Together with the Director, develop and implement strategies for growth and profit maximizing opportunities.
  • Develop and strengthen a network of mortgage broker relationships.
  • Manage escalations from brokers and CTC Business Development Managers and act as point of contact when necessary.
  • Maintain up to date knowledge of the competition, industry trends and market conditions.
  • Ensure that all records are stored and retained to meet Company standards.
  • Provide effective complaint resolutions as per complaint handling process.
  • Continuously identify and execute best practice process improvements, eliminate redundancies and identify system and/or reporting needs.
  • Ensures, through effective oversight, the proper implementation of policies, procedures and controls pertaining to Residential Mortgage Lending, Anti-Money Laundering, Know Your Client, Privacy, Complaints Handling and Regulatory Compliance Management, as required by regulations.
  • Through coaching and oversight, promotes a strong risk culture by ensuring that the effective implementation of regulatory policies and procedures are embedded in the performance assessment of all staff.
Managerial Leadership
  • Champion and emanate our mission: WE CARE deeply about helping Canadians and each other.
  • Foster a resilient workplace and culture that is aligned with Community Trust’s vision and values
  • Inspire and motivate direct reports to do their best; provide creative thought leadership while also listening, engaging others to participate and promoting innovation across the organization.
  • Lead by example by performing at high levels across all competencies.
  • Effectively manage performance, including the establishment of clear goals and expectations, coach team members with candid and regular feedback.
  • Effectively manage talent, including careful assessments and evaluations of team members, hold effective career conversations, determine optimal training and recruit and develop a talented and diverse team.
  • Optimize teamwork by articulating how team members work collaboratively to fulfill program, department and corporate objectives while consistently make time for team building and development.

Qualifications Required

  • Minimum of 5 years progressive experience in residential lending.
  • Minimum 2 years management experience in the finance industry.
  • University degree in business, economics or related field, is preferred.
  • Established reputation and well respected in the residential mortgage industry.
  • Solid leadership skills, with a focus on mentoring and motivating an employee base of professionals.
  • Strong interpersonal and relationship building skills.
  • Solid understanding of the characteristics, attributes and risk factors associated with various loan types.
  • Knowledge of personnel policies, practices, and procedures.
  • Strong attention to detail and able to complete tasks with a high degree of accuracy.
  • High level of integrity, confidentially, and accountability.
  • Sound analytical thinking, planning, prioritizing, and executing skills.
  • A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.
  • Strong knowledge of Microsoft applications (including Word, Excel and Power Point) familiarity with the internet and related applications as tools for conducting research.
  • Strong focus on service excellence.
  • Solid written and verbal business communication skills.

How to Apply

We invite you to apply easily through your LinkedIn account by clicking the link below:

To apply via email, please send you resume and cover letter to

Community Trust Company welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.