Gestionnaire, Renouvellements / Manager, Renewals

The Role

Reporting to the Director, Sales Operations, the Manager, Renewals will be responsible for leading a group of dedicated sales and service professionals charged with retaining an existing asset base of MCAP and Subservicing borrowers. The Manager, Renewals will also provide input to the following processes in the Renewal unit: planning, organizing, designing and delivering programs which focus on the retention of mortgages and the selling of ancillary services. The Manager, Renewals also contributes to the strategic objective of increasing the length of customer relationships.

Travel may be required within Western Canada.

Coordinate Renewal Team

• Scheduling and Monitoring of Work Flow
• Short Term Planning of Renewals to ensure proper training, support and coverage to Renewal team.
• Responsible for maintaining the level of employee commitment, as measured by a semi-annual Employee Survey.
• Reward programs development for both seasonal campaigns and ongoing programs.
• Staff event planning for fun days on a monthly basis.

Continuous Improvement

• Contribute to the continuous improvement initiatives by sharing expertise on Renewal Retention and Sales
• Assess impacts to operational units’ policies and procedures
• Develop new procedures when system, policy, procedure and product change and submit to Training to update .
• Communicate to Customer Facing teams any changes to system, policy, procedure and product changes through weekly Call Centre Buzz and huddles.

Reporting

• Reports team members overtime hours to management
• Monitor Service Levels to ensure all queues are properly staffed.
• Review all Customer Concerns weekly to address with customers and Renewal Account Managers and identify trends. Provide feedback to senior management regarding resolution and recommend any changes to procedures and policy.

Design Retention and Sales Programs

• Provides input to the setting of objectives for mortgage retention and sales of ancillary products
• Evaluate on an ongoing basis, the framework (method of delivery, activities, content, evaluation methods) of retention and sales solutions to ensure objectives are met

Customer Experience

• Create a consistent, positive and memorable customer experience
• Act as the “ Co-voice of the Residential Borrower” within both Servicing and other MCAP Departments – working closely with the Customer Facing Team Leaders

Lead and Manage Staff

• Develop and champion the company’s Vision, Mission and Values as set out in the Strategic Plan both internally and externally within the industry.
• Provide leadership, direction and motivation to staff in order to facilitate the achievement of goals and objectives.
• Set and manage to departmental objectives, metrics and performance standards.
• Participate in the recruitment, selection, performance management and termination of staff.
• Educate, coach and counsel staff to ensure they are empowered to effectively handle their roles in a confident and professional manner
• Identify staff’s strengths to provide suitable career pathing.
• Establish goals and provide guidance to encourage development of employees.
• Identify gaps in performance and develop a plan for improvement.
• Conduct performance reviews to provide staff with feedback.
• Develop staff in keeping with succession planning and ongoing business requirements.
• Second contact for customer escalations and first contact for any escalations tied to Retention agent’s service.

Control Management

• Audit RAM’s calls/emails according to our Quality Assurance Monitoring Document weekly.
• Participate in weekly Call Monitoring Calibrations to ensure alignment with Quality Assurance teams.
• Conduct Desk Audits monthly to ensure clean desk policy.

What You Bring To The Team

• Experience in a Customer Facing environment
• Proficient with Outlook, MS Word, MS Excel
• Knowledge of Adult Learning Styles
• Clear understanding of Mortgage Operations and Life Cycle
• Knowledge of Mortgage Business obtained by minimum 2 years in Mortgage industry
• Understanding of current mortgage marketplace, specifically in regards to customer retention and loyalty initiatives.
• Sales modeling to properly assess feasibility of planned programs
• Mortgage Securitization
• Sales / Sales Management
• Understanding of Mars system in order to gather information to help with determining target groups
• Microsoft Office experience including Excel and Word
• Sales methodology and sales management
• Effective presentation skills
• Ability to lead change initiatives and to foster a positive employee relations environment.
• Excellent verbal, and written communication skills with all levels of the organization.
• Proven diplomacy, tact, decision-making and negotiation skills.
• Ability to multi-task in a fast paced environment
• Strong interpersonal skills and the ability to interface with all levels within the organization.
• Ability to pull resources together to meet deadlines.
• Ability to work effectively in a diverse work group.
• Excellent problem-solving and conflict resolution skills
• Excellent planning and project management skills
• Proven ability to coach, mentor and train staff
• Carries out duties with integrity and takes responsibility for actions.
• University Degree/College Diploma