Directeur(trice) adjoint(e) – Centre de soutien hypothécaire

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Directeur(trice) adjoint(e) – Centre de soutien hypothécaire based in Canada.** This role supports critical lending and mortgage operations while helping deliver accurate, timely, and efficient service to clients and internal stakeholders. You will manage loan administration, transactions, service requests, documentation, and operational processes within established service levels. The position combines independent execution with collaboration across teams to resolve issues and improve workflows. You will contribute to continuous improvement initiatives, new process and system implementations, and change management activities. Strong judgment and analytical skills will be important when identifying discrepancies, addressing operational issues, and escalating non-routine matters. As a bilingual professional, you will support clients and colleagues in both French and English, including stakeholders inside and outside Quebec. The role offers an opportunity to build deep expertise in lending operations, risk, regulatory requirements, and customer service within a structured and collaborative environment. ### Accountabilities: - Deliver accurate, timely, and efficient lending operations services, including loan administration, servicing activities, payments, transactions, service requests, documentation, and stakeholder inquiries, while consistently meeting established service level agreements. - Communicate with internal business partners and external clients to respond to both standard and non-standard questions, provide knowledgeable guidance, clarify requirements, and ensure a positive service experience. - Review, verify, reconcile, and process loan information and supporting documentation, identifying discrepancies or missing information and resolving or escalating issues according to established procedures. - Maintain accurate records and documentation while performing administrative activities such as collecting, distributing, filing, entering, reviewing, and validating information required for lending processes. - Provide advice and guidance to assigned business groups on the implementation of operational solutions, while integrating information from multiple sources to improve processes, analysis, reporting, and workflow efficiency. - Monitor operational performance and service levels, identify issues or opportunities for improvement, and contribute to initiatives designed to streamline processes, enhance controls, and improve overall business outcomes. - Participate in the planning, testing, implementation, and sustainment of new systems, processes, and continuous improvement initiatives, providing practical operational input and supporting change management activities. - Collaborate with internal and external stakeholders to achieve business objectives, maintain strong working relationships, and support the development or enhancement of processes, tools, systems, and training materials. - Develop and maintain a strong understanding of lending operations, regulatory requirements, operational risks, policies, controls, and procedures to ensure appropriate actions are taken and operational integrity is maintained. - Apply sound judgment to diagnose and resolve problems within established guidelines, act as a resource for more junior colleagues when appropriate, and escalate complex or non-routine matters to senior team members or management. - Support risk-aware decision-making by following applicable policies, standards, procedures, laws, and regulations and by balancing business objectives with the protection of customers, assets, and operational integrity. ### Requirements - Bring approximately 3–5 years of relevant professional experience combined with a post-secondary degree in a related field, or an equivalent combination of education and experience. - Demonstrate in-depth knowledge of relevant systems and technology, as well as strong knowledge of lending products, operational processes, controls, and the business unit’s services. - Have a strong understanding of applicable risk management principles, regulatory requirements, policies, and operational controls within a lending or financial services environment. - Demonstrate advanced proficiency with Microsoft Office tools, particularly Word, Excel, and PowerPoint, along with the ability to work confidently across multiple operational systems and information sources. - Bring strong analytical and problem-solving skills, with the ability to investigate discrepancies, identify root causes, exercise sound judgment, and determine appropriate solutions or escalation paths. - Demonstrate excellent verbal and written communication skills, with the ability to explain information clearly and adapt communication to different stakeholders and customer situations. - Be highly collaborative and able to build effective relationships across teams while also working independently, prioritizing competing demands, and maintaining accuracy in a process-driven environment. - Demonstrate strong influencing skills and the ability to provide guidance, contribute to operational decisions, and encourage practical improvements to processes and workflows. - Be fluent in both **French and English**, as the role provides support to clients and team members within and outside the province of Quebec. ### Benefits - **Salary:** CAD $45,000–$100,000 annually, with actual compensation varying according to factors such as location, skills, experience, education, and qualifications. - **Performance-based compensation:** Depending on the position and compensation structure, the overall package may include performance incentives, discretionary bonuses, and other rewards. - **Health and insurance coverage:** Access to health insurance as part of the overall compensation and benefits package. - **Retirement savings:** Access to retirement savings plans designed to support long-term financial wellbeing. - **Life and accident insurance:** Coverage options that provide additional financial protection. - **Tuition support:** Reimbursement opportunities to support continued learning and professional development. - **Remote work:** The position is structured as fully remote/telework in Quebec, offering flexibility while supporting collaboration with stakeholders across different locations. - **Learning and development:** Opportunities to strengthen lending, operational, technology, risk, and customer-service expertise through training, coaching, and practical experience. - **Inclusive workplace:** A commitment to an inclusive, equitable, and accessible working environment, with accommodations available throughout the recruitment and selection process.