Senior Analyst, Residential Lending Experience & Performance

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

Job Complexities / Thinking Challenges

• Availability and responsiveness: The role may require extended hours or flexibility beyond standard work schedules to respond to urgent escalations, broker inquiries, or pipeline issues in real time.
• Coverage and continuity: Vacation, time off, and other absences must be coordinated to ensure continuous support for daily huddles, reporting, and escalation activities.
• Rapid problem-solving: The incumbent must quickly assess deal-level or systemic roadblocks, facilitate collaboration across multiple teams, and recommend actionable solutions.
• Cross-functional coordination: Work with sales, underwriting, fulfillment, funding, and strategy teams to ensure transparency, KPI alignment, and broker satisfaction.
• High-stakes communication: Clear, concise, and professional communication is critical, including presenting metrics and opportunities to senior leadership and sharing insights with internal stakeholders.
• Adaptability: Thrive under ambiguity, shifting priorities, and complex operational demands while maintaining accuracy and high-quality outputs.

This role demands exceptional time management, organizational skills, and judgment, with the ability to perform under pressure while fostering collaboration across teams.

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.