Senior Specialist, Client Relations

About the role

Join the Insurance Business Development team, in the Senior Specialist, Client Relations position. In this role, you will draw on your extensive knowledge of homeowner mortgage loan insurance (HO MLI) policy and lender operations to provide strategic thought leadership, advice and enablement to the National Key Account Manager and regional teams. You will support the development, communication and cascade of lender strategic plans into coordinated regional activities, serving as a key liaison with internal partners to align priorities, resolve operational issues and strengthen the client experience.

This is a temporary position with a duration of 18 months.

What you'll do

• Support the National Key Account Manager in developing and monitoring lender strategic plans aligned with corporate priorities, client needs and market intelligence, and coordinate their cascade into regional engagement plans, activities and key performance indicators.

• Provide strategic thought leadership by synthesizing lender insights, business performance, client feedback and competitive trends into actionable recommendations that inform account priorities, business development opportunities and the client experience.

• Provide guidance on HO MLI policies, products and operational requirements, working with internal subject-matter experts to support consistent interpretation, address complex inquiries and identify process or program improvements.

• Liaise with lender head office and operational contacts to understand mortgage origination and insurance workflows, identify recurring needs and coordinate solutions that support consistent national practices and effective service delivery.

• Coordinate planning, business reviews and follow-up with the National Key Account Manager and regional teams, clarifying actions, responsibilities and timelines, monitoring progress and escalating risks or barriers to implementation.

• Serve as a liaison with internal policy, underwriting, operations and other business partners to align lender initiatives, resolve complex or sensitive issues and communicate client needs and emerging risks.

• Develop coordinated communications, briefing materials, tools and training that equip the National Key Account Manager and regional teams to communicate lender priorities, implement initiatives and share knowledge consistently.

• Provide coaching and advisory support to national and regional teams, sharing HO MLI expertise and best practices and bringing regional feedback into national planning to strengthen execution and continuous improvement.

What you should have

• An undergraduate degree in a field relevant to real estate (e.g., business administration, finance, economics, or commerce), or an equivalent combination of education and experience.

• A minimum of seven (7) years of relevant experience in client relationships and operations.

• Comprehensive knowledge of HO MLI policies, products and operational requirements, and strong understanding of lender mortgage origination, underwriting and insurance processes.

• Strong strategic thinking and analytical skills, with the ability to synthesize client insights, market intelligence, and performance data into practical advice and recommendations.

• Superior written and verbal communication skills in both official languages (English and French), including the ability to influence and negotiate; able to deliver clear, persuasive presentations and gain acceptance of proposals or plans.

• The ability to build effective relationships with lender contacts and internal partners, facilitate cross-functional collaboration, and provide coaching and advisory support to national and regional teams.

• Superior problem-solving skills and sound judgment in resolving complex policy and operational issues and identifying risks requiring escalation.

• Strong planning and coordination skills, with the ability to translate strategic priorities into actionable plans and manage concurrent initiatives in ambiguous, fast-paced environments.

It would be great if you also had

• An MBA, PMP, Lean Six Sigma designation, or experience in residential mortgage lending, national account planning or operational improvement initiatives.

• Extensive working knowledge and experience with CRM and Dynamics 365.

Posting closing date: Note, the competition will remain active until filled.

What happens after you apply

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process.  If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!