VP/SVP, Lending Operations - CanWise Financial

WHO IS RATEHUB? We’re a company on a mission. We are a unique Canadian Fintech that is the one-stop shop for all financial needs of the consumer: Save, Spend, Borrow, Invest, and Protect. Every single team member — from Product & Engineering to Sales & Marketing, Finance, Operations, and everything in between — is obsessed with one thing: helping Canadians make better financial choices. And we’re pretty great at it, too. Via our digital application technology and our award-winning in-house brokerages, we help over 2M Canadians per month make a positive impact on their finances. We have many unique businesses: a mortgage brokerage, a life insurance brokerage, a home and auto insurance brokerage, a mortgage originations and servicing business, a Financial Services Marketplace, and a content business across Ratehub and MoneySense. 365 days a year, we deliver our users the best online mortgage experience, personalized credit card and loan options, and cheaper auto and home insurance policies than they typically get from their existing financial adviser. Changing how people make financial choices isn’t easy, though. We know that achieving our mission is full of challenges — challenges that can be complex and often unexpected but that are always interesting, rewarding, and fun to solve as a team. This is where you come in. We are on the hunt for the right candidate to join us and help lead us forward to continued growth. About the role The VP/SVP, Lending Operations will be responsible for building, launching and operating the lending operations function for CanWise Financial, Ratehub’s CMHC-approved mortgage lender. Reporting directly to Ratehub’s CEO, the incumbent will be a member of the Executive Leadership team, with end-to-end accountability for establishing the operational infrastructure, teams, processes and controls required to support a scalable, compliant and high-performing lending business. Responsibilities Build and lead CanWise lending operations: Establish and oversee the end-to-end operating model for underwriting and servicing, from initial design and implementation through ongoing optimization and scale. Own underwriting and servicing operations: Develop the policies, processes, workflows, controls and service standards required to deliver consistent, efficient and compliant underwriting and servicing operations. Lead technology and platform implementation: Evaluate, select and implement the platforms and technology infrastructure required to support underwriting, servicing, workflow management, reporting and operational controls. Build and lead the organization: Define the required organizational structure, roles and capabilities; recruit, develop and lead high-performing underwriting, servicing and operational teams; and establish appropriate performance management and operating rhythms. Establish regulatory and licensing infrastructure: Lead the operational requirements associated with provincial licensing, mortgage administrator registrations and other applicable regulatory requirements necessary to establish and operate the lending business across Canada. Own compliance and risk controls: Ensure lending operations are designed and operated in accordance with applicable regulatory requirements, including FINTRAC/AML obligations, KYC requirements, policies, procedures, documentation and ongoing monitoring. Manage funder relationships and service levels: Lead onboarding and operational relationships with funders and other lending partners, including establishing service-level expectations, operational processes, reporting and issue-resolution mechanisms. Establish default management capabilities: Build and oversee processes for arrears, collections, workout and default management, including appropriate policies, controls, escalation procedures and third-party relationships. Drive operational performance: Establish KPIs, SLAs and reporting frameworks across underwriting and servicing; monitor performance against targets; identify operational bottlenecks and implement continuous improvements. Own the operational P&L: Have ongoing accountability for the financial performance of the underwriting and servicing functions, including operating costs, staffing, third-party expenses, productivity and other key drivers of the functions’ P&L. Partner across the organization: Work closely with senior leadership across CanWise and Ratehub, including Product, Technology, Finance, Risk, Compliance, Legal, Sales and Marketing, to ensure the lending operating model supports broader business objectives. Scale the operating model: Develop processes and infrastructure that can support significant growth in lending volumes while maintaining appropriate service levels, risk management, regulatory compliance and unit economics. Provide executive leadership and reporting: Serve as the senior operational leader for CanWise lending operations, providing regular reporting and recommendations to Ratehub and CanWise leadership on operational performance, financial results, risks, opportunities and strategic priorities. Requirements 15+ years of progressive experience in lending, mortgage operations, banking or financial services, with significant leadership responsibility across underwriting, servicing and/or lending operations. Demonstrated experience building and scaling lending operations, ideally within a mortgage lender, financial institution, fintech or other high-growth financial services environment. Proven ability to take end-to-end ownership of an operating function, from strategy and operating model design through implementation, launch and ongoing optimization. Deep understanding of mortgage underwriting and servicing, including credit policies, adjudication, funding, administration, servicing, arrears and default management. Experience with lending technology platforms, including evaluating vendors, selecting technology solutions and leading complex platform implementations. Demonstrated experience building and leading teams, including organizational design, executive hiring, workforce planning and developing high-performing operational organizations. Strong knowledge of the Canadian mortgage regulatory environment, including provincial licensing and mortgage administrator requirements. Experience managing FINTRAC/AML and KYC requirements within a lending or financial services environment, with a strong understanding of the operational controls required to maintain compliance. Experience establishing and managing funder, lender and/or institutional partner relationships, including onboarding, operational requirements and service-level agreements. Demonstrated understanding of lending economics and P&L management, with the ability to manage costs, productivity, service levels and operational performance in a growth environment. Strong analytical and problem-solving capabilities, with experience using operational and financial data to identify opportunities, manage performance and drive continuous improvement. Ability to operate effectively in an entrepreneurial, high-growth environment, balancing speed and execution with appropriate risk management, governance and regulatory discipline. Excellent executive communication and stakeholder management skills, with the ability to work effectively across business, technology, product, finance, risk, compliance and legal functions. Strategic and hands-on leadership style: Comfortable setting the overall operating strategy while also getting into the detail required to build a new function, solve complex operational issues and establish scalable processes. Undergraduate degree in business, finance, economics or a related discipline; relevant professional designations or graduate-level education would be considered an asset. Experience in a fintech, PE-backed or entrepreneurial environment is considered an asset. CULTURE FIT: Members first - we prioritise the interests and needs of our members above all else.We solve member pain points and focus on member satisfaction. We start with members, and end with the P&L. Growth mindset - we set ambitious goals and challenge the status quo. We take responsible risks and are accountable for our actions. Better together - we are One team with One common goal. We make our footprint bigger than our foot, leave our egos at the door, support each other to achieve great results as One company. Run after problems - we tackle problems head on and focus on finding solutions. Obstacles are seen as opportunities for growth and innovation. We have the hard conversations and choose the harder right over the easier wrong. And we do it with a smile. Measure Learn Iterate Innovate - we focus on getting things done. We measure what matters, iterate, learn, iterate many times in a data-driven way, which is how we will innovate. JOB PERKS: Competitive Compensation: A salary that reflects your experience and the Canadian market. Remote-First Environment: The flexibility to work from anywhere in Canada, with occasional in-person team gatherings for collaboration. Flexible Hours: Autonomy to manage your schedule to support work-life balance. Professional Development: An individual training allowance to help you grow your skills and career. Team Socials: Regular events, both remote and in-person, to build connections across the organization. Ratehub welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.