Manager, Contact Centre and Loyalty

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:

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Chip.ca 

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