Job Description

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.
At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.
Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?
• Health & wellbeing resources and programs
• Paid vacation, personal, and sick days for work-life balance
• Competitive compensation and benefits packages
• Work-life balance in a hybrid environment with at least 3 days in office
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Senior Manager, Mortgage Funding and Servicing. Could It Be You?
The Senior Manager, Mortgage Funding and Servicing is a senior people leader and end-to-end operational owner within Questbank’s Mortgage Operations department, reporting to the Director, Mortgage Operations. This role holds unified accountability for two critical and complementary functions in the residential mortgage lifecycle: Mortgage Funding and Mortgage Servicing. The Senior Manager is responsible for the strategic direction, operational performance, and continuous evolution of both departments — from the efficient closing and funding of mortgage transactions through to the ongoing administration, risk management, and servicing of the portfolio post-close. This role drives a high-performance, accountability-oriented culture while championing AI integration, process innovation, and the development of talent across the full operations function. The Senior Manager, Mortgage Funding and Servicing is a critical pillar in Questbank’s compliance, credit risk, and governance framework, and a key cross-functional partner to Residential Lending, Commercial Mortgages, Credit Risk, Finance, and Compliance leadership.

Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
People Leadership & Coaching:
• Leading, inspiring, and developing a multi-tiered team across Mortgage Funding and Mortgage Servicing; cultivating a high-performance, accountability-driven culture aligned with Questbank’s vision, mission, and long-term values.
• Providing structured, ongoing, and candid coaching to managers and team leads; establishing clear goals and performance expectations, conducting regular reviews, and taking proactive steps to build capability at all levels of the operations team.
• Leading talent management across both functions including succession planning, career development, training roadmap design, and the recruitment of top-tier mortgage operations professionals.
• Championing team engagement, resilience, and a culture of innovation where team members are empowered to identify and pursue continuous improvements to how work gets done across the full mortgage lifecycle.
Strategy & Growth:
• Developing and executing the strategic vision for both the Mortgage Funding and Mortgage Servicing functions, aligning operational priorities with Questbank’s broader organizational growth objectives and long-term mortgage portfolio strategy.
• Identifying and pursuing opportunities to scale operations capacity, enhancing service delivery, and growing revenue-generating capabilities across both funding and servicing, including third-party servicing relationships, investor partnerships, and broker channels.
• Leading annual departmental planning, budget management, and resource allocation across Mortgage Operations; strategically distributing workload and staffing to maximize throughput, quality, and service excellence.
• Building and sustaining senior cross-functional partnerships with Residential Lending, Commercial Mortgages, Finance, IT, Legal, Credit Risk, and Compliance leadership to drive integrated, enterprise-wide solutions that support both funding velocity and long-term portfolio health.
AI, Innovation & Process Engineering:
• Defining and owning the AI and automation roadmap for Mortgage Operations; championing the adoption of AI-driven tools and workflow automation across the funding and servicing lifecycle to create scalable, high-quality efficiencies.
• Continuously identifying and executing best-practice process improvements across both functions; eliminating redundancies, reducing manual touchpoints, and leading major project implementations that advance departmental capability and client experience.
• Leading change management initiatives related to technology adoption and organizational transformation; guiding teams through transitions with clarity, structure, and strong stakeholder alignment.
Mortgage Funding Operations:
• Overseeing all daily, weekly, monthly, and annual Mortgage Funding functions and reporting requirements; ensuring department Service Level Agreements are met and that deals close efficiently, on time, and that departmental targets are consistently achieved.
• Ensuring all approved advances are posted accurately and discrepancies reconciled promptly; overseeing post-funding due diligence including file completions, broker payments, and required correspondence.
• Establishing and maintaining key relationships with external business partners including FCT, solicitors, brokers, and related third parties; delivering a best-in-class client experience across all funding touchpoints.
• Ensuring collaboration with Residential and Commercial Mortgage teams to support efficient, on-time closings; manage funding escalations and act as a senior point of contact for complex funding issues or accounting discrepancies.
Mortgage Servicing Operations:
• Overseeing the successful execution of all Mortgage Servicing functions including payouts, discharges, payment processing, property tax administration, and investor remittances; ensuring KPIs and SLAs are not only met but continuously optimized.
• Acting as the final escalation point for complex client, system, or operational servicing issues; collaborating with Finance and IT to identify and resolve systemic gaps, and exercise discretionary authority for workout remedies and fee waivers where appropriate.
• Ensuring systemic integrity for returned payments, manual PAC setups, and accurate legal coding within the Loan Management Software; leading monthly investor arrears meetings and overseeing arrears reporting to maintain full transparency with external partners.
• Overseeing the execution of default and workout arrangements including partial payments, increased amortization, payment deferrals, and fee waivers; providing strategic oversight for loans referred for legal action and ensuring accuracy of Special Loan Loss Provision Assessment reporting.
Risk, Compliance & Governance:
• Serving as the primary authority for adherence to Questbank’s internal policies, AML/ATF regulations, provincial guidelines, and privacy obligations across both Funding and Servicing; ensuring all activities remain within the bank’s defined risk appetite.
• Ensuring the team adheres to AML/ATF procedures with an emphasis on Know Your Client (KYC) requirements; proactively identifying and escalating potential compliance violations and ensuring corrective actions are implemented in a timely manner.
• Leading the facilitation of third-party and regulatory audits across Mortgage Operations; ensuring swift and effective resolution of all audit findings and maintaining a strong control environment across both departments.
• Maintaining and updating all related policies and procedures; ensuring accurate record keeping across both functions to meet company standards and regulatory requirements.

So are YOU our next Senior Manager, Mortgage Funding and Servicing? You are if you…
• Have 10+ years of progressive experience in mortgage operations, with meaningful exposure to both mortgage funding and mortgage servicing environments
• Have 5+ years in a management or senior leadership role within the financial services industry
• Hold a degree in Business Administration, Finance, or a related field
• Have comprehensive, end-to-end knowledge of the residential mortgage lifecycle including the funding process, post-close servicing, default management, loss mitigation, and legal enforcement
• Have proven leadership capability with a track record of developing high-performing teams through multiple management layers; skilled at coaching at all levels, building accountability structures, and driving results in a fast-paced, high-volume environment
• Are a strategic thinker with the ability to develop and execute multi-year operational plans with proven ability to navigate organizational change and translate complex operational challenges into clear, executable strategies
• Have demonstrated experience identifying and implementing AI-driven tools, workflow automation, and technology-enabled improvements within a mortgage or financial services environment
• Have expert knowledge of AML/ATF, privacy regulations, and compliance management with experience leading regulatory and third-party audits and managing enforcement-related obligations across both funding and servicing functions
• Have exceptional stakeholder management skills with a proven ability to build and sustain strategic relationships with investors, third-party servicers, solicitors, brokers, FCT, and internal partners with demonstrated ability to deliver best-in-class client and partner experiences
• Have strong analytical and communication skills with ability to synthesize complex operational, arrears, and servicing data into clear, decision-ready reporting for investors and executive leadership

Additional kudos if you…
• Hold an advanced designation (e.g., AMP, CFA, or equivalent)

Compensation Information:
• Base salary range: $145,000 - $165,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!
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At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.