Director, Mortgage Fulfillment

Job description

Join us to build a more rewarding financial future for all Canadians At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. - #1 on Deloitte’s Technology Fast 50 for 2023, 2024, and 2025 https://www.newswire.ca/news-releases/neo-financial-achieves-first-ever-three-peat-win-as-number-one-on-deloitte-s-technology-fast-50-list-889692540.html — the first company ever to achieve a three-peat at the top! - #1 Fastest Growing Company in Canada for 2024 by Globe & Mail https://www.businesswire.com/news/home/20240927952651/en/Neo-Financial-Ranks-No.-1-on-The-Globe-and-Mail%E2%80%99s-2024-List-of-Canada%E2%80%99s-Top-Growing-Companies - Top-ranked mobile apps and credit cards - Team of 500+ people - 1M+ customers - 10K+ retail partners THE ROLE We are looking for a strategic, high-performing Director, Fulfillment to lead and oversee Neo’s mortgage fulfillment function. Reporting directly to the Vice President, Mortgages, you will own the critical bridge between underwriting approval and final funding. This is a high-impact leadership position that owns end-to-end fulfillment operations. Your mission is to ensure that all mortgage conditions are meticulously satisfied, documentation is pristine, and files are funded in strict accordance with company policy, investor guidelines, and regulatory standards. You will be working in close partnership with the Director of Underwriting and the Underwriting Management team to ensure a smooth progression of files throughout the process. As Neo scales, you will be responsible for driving operational excellence, maintaining uncompromising quality controls, and building a resilient, tech-forward team. By streamlining the closing journey, you will directly enable Neo's aggressive growth targets while delivering a seamless closing experience for both clients and brokers. WHAT YOU'LL BE DOING - Leading & Scaling the Team: You will directly lead, mentor, and develop a multi-tiered fulfillment function—including Managers, Team Leads, and Mortgage Fulfillment Officers. You will own workforce planning, capacity management, and team structuring to foster a culture of high performance, accuracy, and engagement that scales alongside our volume forecasts. - Owning the FulfillmentPipeline: You will command the end-to-end mortgage fulfillment process, from initial condition review through document collection, verification, and ensure the file is complete and ready for funding. You will ensure every file moving through the pipeline is structurally sound and fully compliant. - Driving Process Innovation & Automation: You will design and implement strategic initiatives focused on technology adoption, workflow optimization, and process automation. You will continuously look for ways to eliminate manual friction and scale our fulfilment capacity without sacrificing quality. - Cross-Functional Collaboration: You will partner closely with Underwriting, Sales, and Quality Control teams, to remove systemic bottlenecks, reduce overall time-to-fund, and improve our approve-to-fund (look-to-book) conversion ratios. - Enforcing Governance & Controls: You will establish and enforce rigorous fulfillment standards and operational controls. You will mitigate fraud and documentation risk, ensuring stellar performance during internal Quality Control checks and external investors, mortgage default insurers, or regulatory audits. - Data-Driven Optimization: You will closely monitor fulfillment performance data, diagnose root causes of pipeline delays or exceptions, and regularly prepare executive-level reports on throughput, SLA performance, and team productivity to guide strategic decisions. WHO WE'RE LOOKING FOR - An Experienced Mortgage Operations Leader: You have a proven track record of senior management experience specifically within mortgage fulfillment or underwriting. You deeply understand the mechanics of the Canadian mortgage landscape, investor guidelines and mortgage default insurers requirements. - A People Developer: You are an experienced leader of leaders. You know how to manage, coach, and inspire a large operational team, setting clear KPIs while maintaining high morale and accountability in a fast-paced environment. - A Tech-Forward Optimizer: You don't just manage the status quo; you actively seek to improve it. You have experience leveraging technology and automation to transform traditional, manual operational processes into highly efficient, scalable workflows. - Detail-Oriented with a Risk Mindset: You possess an uncompromising eye for detail. You understand regulatory and compliance requirements inside and out, and you take pride in maintaining a pipeline with zero critical audit findings. - An Executive Communicator: As an L3 leader, you can seamlessly navigate conversations with cross-functional peers, translate operational metrics into strategic insights for executive leadership, and uphold the high competencies outlined in the Neo Leadership Skills Matrix. - A Results-Driven Problem Solver: You are motivated by metrics. You thrive on hitting aggressive SLAs, reducing file turnaround-times, and solving complex execution challenges before they impact the client or broker experience. 🚀 TOTAL REWARDS OVERVIEW As Neo continues to grow, we’re committed to offering a competitive, market-leading rewards program that reflects the impact our team members make. In addition to salary, our program includes equity — empowering employees to share directly in our momentum today and in the meaningful value we create for years to come. - Salary: We provide a strong base salary aligned with market ranges, along with the flexibility to tailor your mix of cash and equity to match your longer term goals. Final compensation is based on your skills, experience, and scope. For exceptional talent, we’re prepared to go above and beyond. - Equity Ownership (Where Eligible): At Neo, you don’t just work here, you own a piece of what we’re building. As a full-time team member, you share directly in the upside of one of Canada’s fastest-growing companies. When we win, you win — with real ownership and meaningful long-term wealth-building potential tied to our success. WHAT DOES LIFE AS AN OWNER AT NEO INCLUDE? 🇨🇦 You will redefine the financial landscape with top talent in Canada to help everyday Canadians win, and grow quickly while doing it 📈 For eligible roles, ownership structure that enables you to share in our path to victory 🏅Earn BIG with our short term incentive plans (STIP) 👥 Collaborating with the brightest minds to build something meaningful, united by a shared commitment to innovation, curiosity, and excellence ❤️‍🩹 Flexible health benefits & life insurance 🌴 21 Days PTO + stat holidays, and personal leave 💪 Health & personal spending accounts 🤑 A wide variety of discounts through our partner network 🏠 Access to early use of products and discounts on fixed-term Neo mortgages 👶 Parental top-up & equity vesting during long term leave 🎉 Neo night events 🧠 Company wide huddles, and education WORKING AT NEO: The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to raise the bar and deliver exceptional experiences for our customers. Our commitment to customer success drives everything we do, from building world-class products to providing exceptional support at every step of their journey. If this resonates with you, keep reading. We trust, respect, and support each other. This means honest conversations, constructive input, and empowering each other to move fast and think big. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices, where ideas move quickly and teams build momentum together. As we continue to scale and evolve, we’re looking for builders, innovators, and problem solvers who thrive on challenge–people who would rather blaze a trail through uncertainty than follow a well-paved path. At Neo, ownership is part of how we think and operate. For select roles, equity participation reinforces that mindset by giving employees a direct stake in the company’s long-term success. Regardless of role, every team member is expected to think like an owner and make decisions that move the business forward. APPLY WITH US: We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check. By continuing with your application, you agree to the Candidate Privacy Notice https://www.neofinancial.com/candidate-privacy-policy.pdf, which guides how we process your personal information for the purpose of your application. Neo Financial leverages artificial intelligence (AI) to reinforce our candidate evaluation process, including the initial assessment of applications and screening of candidates. These tools support our recruitment team; however, all final hiring decisions are made by humans and are not based exclusively on automated processing. If you require further information regarding our data processing practices, please contact us. We are hiring for an open, vacant position.