Bilingual Senior Analyst, Residential Lending Experience & Performance

 

The Senior Analyst, Residential Lending Experience & Performance is responsible for the enablement of strong broker experience, operational transparency, and pipeline efficiency across the residential lending business. The role acts as a central facilitator and insight provider across Sales, Underwriting, Fulfillment, and Funding, ensuring that performance metrics, operational issues, and experience feedback are visible, well understood, and actively addressed.

The role focuses on identifying and resolving deal-level roadblocks as well as systemic constraints impacting application flow, service levels, and broker satisfaction. By collecting and analysing quantitative and qualitative data, they will report on and recommend actions to improve team KPIs, collaboration, and continuous improvement across the lending lifecycle.

While the role does not include people management or credit decision authority, it carries significant influence through insight, coordination, and communication with senior leaders and frontline teams alike.

Pipeline Visibility and Deal Facilitation (50%)

• Facilitate daily huddles to review and coordinate support on applications that fall outside of standard KPIs, promote cross functional engagement on deals, and promote collaboration across teams.
• Serve as a central point for clarifying next steps on problem deals, ensuring accountability, and reinforcing consistent approaches to deal resolution.
• Investigate deal status and timelines from escalated broker inquiries or complaints.
• Act as a trusted facilitator to support alignment and follow-through across functions without direct authority.
• Reinforce consistent messaging, reporting, and service expectations to improve execution and reduce ambiguity across the organization.

Performance Metrics, Reporting & Insights (30%)

• Monitor and interpret key performance indicators across the end-to-end residential lending lifecycle, including turnaround times, service levels, approval and funding rates, escalation volumes, and experience-related metrics.
• Leverage existing dashboards and reporting while creating new views, summaries, and analyses where gaps exist.
• Prepare clear, concise reporting tailored to different audiences and forums, ranging from frontline teams to senior leadership to support one on one coaching and broader operational and policy development.
• Promote transparency and shared accountability by ensuring teams understand how performance metrics connect to broker experience and business outcomes.

Management Enablement & Communication (10%)

• Prepare and present performance metrics, insights, and thematic findings in senior leadership forums.
• Develop executive-ready materials, summaries, and briefing notes that highlight trends, risks, and opportunities.
• Surface emerging operational issues, capacity constraints, and cross-functional dependencies, along with data-informed observations and improvement opportunities.
• Support leadership discussions by framing issues clearly and consistently across forums.

Feedback, Experience & Continuous Improvement (10%)

• Design and distribute surveys and hold other structured feedback mechanisms to gather input from brokers and internal teams on collaboration, efficiency, and service experience.
• Synthesize qualitative feedback into clear themes and insights, linking experience feedback to quantitative performance data where possible.
• Identify recurring friction points and systemic roadblocks affecting pipeline efficiency or broker satisfaction.
• Present opportunities and recommendations to improve internal collaboration, execution, and overall experience.

Knowledge/Skill Requirements:

• 3-5 years of experience in residential lending, financial services operations, strategy, or a related field.
• Strong understanding of the end-to-end residential mortgage lifecycle.
• High level of comfort working with KPIs, dashboards, and performance metrics.
• Demonstrated experience preparing and presenting materials to senior leadership.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent verbal and written communication skills, with confidence facilitating discussions across senior and peer-level stakeholders.
• Ability to influence outcomes in a matrixed environment without formal authority.
• Highly organized, proactive, and able to manage multiple priorities under time constraints.
• Strong broker and customer experience orientation.
• Advanced proficiency in MS Excel and PowerPoint; experience with BI tools is an asset
• French language is an asset
• Post-secondary education in business, finance, or a related field preferred

Key Internal & External Contacts

• Experience Leader
• Sales leadership, Regional Business Managers, and Business Development Managers
• Residential Credit, Fulfillment, and Funding managers
• Strategy, Risk, and other operations partners
• Mortgage brokers (via feedback and experience initiatives)

Physical Demands/Working Conditions:

• The Senior Analyst, Residential Lending Experience & Performance, operates in a hybrid work environment with 3-5 days in person, depending on the level and seniority of the role. While the role primarily involves office work, it may require managing high-pressure situations driven by tight timelines and executive stakeholder needs.