Manager, Lending Operations

Role Overview

• Manage the end-to-end loan origination workflow — application intake, credit-review support, approval processing, premium confirmation, and funding disbursement.
• Oversee loan servicing: payment processing, instalment schedule management, account adjustments, and early-settlement calculations.
• Administer the collections function — monitoring delinquency queues, coordinating outreach, executing return-of-premium recovery, and escalating per credit policy.
• Maintain and enforce service-level agreements across operational workflows, tracking turnaround times and flagging exceptions in real time.
• Serve as the primary internal administrator of the Red Planet Software Odyssey loan-administration platform — user access, workflow configuration, data integrity, and troubleshooting.
• Build and maintain operational documentation: SOPs, workflow maps, approval matrices, and decision trees that keep execution consistent as the team grows.
• Identify and drive process improvements that reduce manual touchpoints, shorten turnaround, and improve accuracy and auditability.
• Partner with our IT/IS function and the Odyssey vendor on enhancements, integrations, and issue resolution.
• Produce operational reporting for leadership — origination volume, SLA performance, delinquency rates, collections recovery, and approval turnaround.
• Monitor portfolio health daily and weekly, flagging emerging delinquency patterns or anomalies.
• Build and maintain operational dashboards that give leadership real-time visibility into performance.
• Act as the primary operational contact for broker partners on application status, account inquiries, and settlement requests — resolving issues or escalating with clear documentation.
• Manage the operational onboarding of new broker partners, from system setup to submission-workflow training.
• Respond to policyholder inquiries with professionalism and accuracy, escalating complex cases as required.

Requirements

• 4+ years of hands-on experience in lending, financial-services, or insurance operations — with direct ownership of processes , not supporting roles.
• Experience administering a loan-management or policy-administration platform at a workflow or configuration level — not just as a front-end user.
• A track record of building or improving operational processes: documented SOPs, workflow redesign, or SLA framework implementation.
• Experience producing operational reporting for senior leadership (origination volumes, delinquency metrics, turnaround analytics, or equivalent KPIs).
• Experience coordinating client
• or partner-facing operations — broker, dealer, or policyholder servicing.
• Post-secondary education in Business, Finance, Operations, or a related discipline — or equivalent demonstrated experience.
• Bonus points for Direct experience with the Red Planet Software Odyssey platform, or a comparable loan-administration system (Applied Epic, PowerCurve, Black Knight, Q2, or similar).
• An insurance background — P&C brokerage operations, MGA operations, or premium finance specifically.
• Experience in a subsidiary or affiliate of a larger financial institution (parent-company reporting, governance cadences, audit-readiness).
• Exposure to FINTRAC/AML compliance obligations in a lending or financial-services context.
• Intermediate-to-advanced Excel, Power BI, or equivalent analytics proficiency.

Benefits

• Competitive base salary plus an annual performance bonus tied to measurable outcomes.
• Comprehensive group benefits — medical, dental, vision, and an Employee Assistance Program.
• Three weeks' vacation to start, increasing with tenure.
• Employer-supported professional development, platform certifications, and industry-designation support.
• A hybrid work model from our Calgary headquarters.
• The chance to define the processes, documentation, and standards a growing business scales on — backed by the stability and resources of Aviva Canada.