Lead operational excellence. Drive underwriting performance. Build a high-performing loan processing organization focused on customer outcomes, quality, efficiency, and continuous improvement.
The
Senior Manager, Underwriting Operations is responsible for leading the day-to-day operations of the Central Loan Approval Office (CLAO) Unsecured Loan Processing team. This role combines strong people leadership, operational management, underwriting expertise, performance management, change leadership, and process improvement. The Senior Manager will use operational data, business insights, and frontline feedback to identify opportunities, improve processes, strengthen decision quality, and drive exceptional customer and business outcomes.
What will you be doing?- Lead and oversee day-to-day unsecured loan processing operations, ensuring loan applications are reviewed, adjudicated, and processed accurately, efficiently, consistently, and within established service levels and operational expectations.
- Establish clear performance expectations, operating routines, and accountability measures that drive productivity, quality, service levels, responsiveness, risk management, and operational excellence.
- Own and monitor key operational KPIs, including service levels, queue management, turnaround times, productivity, quality, volumes and staffing effectiveness.
- Provide leadership and direction during periods of heightened demand, ensuring priorities are effectively managed and resources are aligned to business needs.
- Lead workforce planning, staffing, scheduling, and capacity management activities to balance workload demands, employee experience, service delivery, and operational performance.
- Analyze operational data, workflow performance, and underwriting trends to identify root causes, performance gaps, risks, and opportunities to improve processing efficiency and decision quality.
- Partner with the Director, Underwriting and cross-functional stakeholders to identify and implement enhancements to underwriting guidelines, policies, procedures, and operational controls.
- Collaborate with Retail Operations, Regional Managers, Indirect Lending partners, Risk, Compliance, Analytics, Technology, and other business teams to address operational challenges and improve customer experiences.
- Act as an operational advocate by identifying recurring friction points, frontline challenges, and feedback and ensuring insights are translated into meaningful process, workflow, and experience improvements.
- Lead and deliver complex initiatives from concept through implementation, ensuring strong planning, execution, stakeholder alignment, communication, and measurable business outcomes.
- Ensure new policies, procedures, initiatives, technologies, and operational changes are effectively implemented with clear communication, readiness planning, performance monitoring, and accountability.
- Generate and leverage operational reporting that provides visibility into team performance, productivity, quality, efficiency, and overall business results while supporting continuous improvement efforts.
- Ensure appropriate operational controls, risk management practices, policies, and governance requirements are consistently followed to protect customers and the business.
- Build, lead, and develop a high-performing management team, creating a culture of accountability, collaboration, engagement, coaching, continuous learning, and performance excellence.
- Champion operational excellence by identifying opportunities to improve performance, streamline workflows, eliminate inefficiencies, and build a scalable and effective loan processing organization.
What experience do you have?- 5-10 years of experience in financial services, lending operations, credit adjudication, underwriting, or a related operational environment.
- Proven operational leader with experience leading people leaders, developing talent, creating accountability, and building engaged, high-performing teams.
- Strong knowledge of unsecured lending, underwriting processes, credit policies, operational controls, and risk management.
- Strategic and detail-oriented, with the ability to balance longer-term priorities with day-to-day execution in a fast-paced, high-volume environment.
- Experience managing service levels, workflows, productivity, quality, and overall operational performance, with a focus on disciplined execution and continuous improvement.
- Strong analytical and problem-solving skills, with the ability to use data, trends, KPIs, and operational insights to identify root causes and drive sustainable improvements.
- Demonstrated ability to lead through change, manage competing priorities, and bring structure and clarity to complex operational environments.
- Strong collaborator and communicator who can build relationships and influence stakeholders across functions and at senior levels.
- Experience leading cross-functional projects, process improvements, operational transformations, automation, or digital transformation initiatives.
- Contact centre or centralized operations leadership experience is preferred.
We offer a Flexible Work Program that provides you the ability to
work three days onsite per week, from our Mississauga office.
Internal Applicants: please apply through the link and provide written endorsement from your current manager.
$103,500.00 - $126,500.00 CAD (includes base salary and bonus)
We're committed to attracting and rewarding top talent. Our compensation ranges are thoughtfully designed to reflect market competitiveness, internal equity, and the experience and impact each candidate brings to the role.
At goeasy, we believe transparency fosters trust - and that rewarding performance with fair, competitive pay and meaningful growth opportunities is key to our success.
Should your total compensation expectations fall above the posted range, we still encourage you to apply. If selected for an interview, you'll have the opportunity to discuss this with our recruitment team, as there may be flexibility based on your background and overall fit. Total compensation includes base salary and bonus.
This posting is for an existing vacancy within our team.
Why should you work for goeasy?In keeping with our mission to create better tomorrows for our employees, each year goeasy commits to continuously enhancing its total rewards. Here are some of the perks we offer:
Financial Benefits:- RRSP matching and Employee Share Purchase Plan programs.
- Annual bonus that rewards your hard work and dedication.
- Employee discounts on furniture, electronics, and appliances.
- MAT & PAT leave top-up.
- Expand your financial knowledge through engaging Financial Literacy Learning opportunities.
Health and Lifestyle:- Enjoy company-paid volunteer days to give back to the community.
- Access 24/7 healthcare with Virtual Doctor Appointments.
- Personalize your benefits with a flexible modular benefits package.
- Stay fit and energized with exclusive access to our on-site private gym at our head office.
Employee Perks:- Fuel your growth with the Tuition Assistance Program.
- Double the impact of your generosity with Company Matched Charitable Donations.
- Internal development training programs and platforms including job-specific training, career coaching, leadership excellence, mentorship, and many others.
- Enjoy a state-of-the-art office space with perks like a games room, a healthy snack program, a fitness studio, free gated parking, and more!
