Senior Product Manager, Servicing

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Product Manager, Servicing based in Canada.

As a Senior Product Manager, Servicing, you will help shape the post-funding mortgage journey across borrower and agent experiences. You will own a defined servicing substream, setting product vision, roadmap, and priorities around the most meaningful opportunities. Working closely with engineering, operations, compliance, finance, and support teams, you will turn complex servicing needs into effective digital solutions. You will bring deep expertise in mortgage servicing, operational workflows, and regulatory requirements to product decisions. The role combines strategic product ownership with hands-on discovery, experimentation, documentation, and delivery. You will also play an important role in advancing AI-augmented ways of working across the product lifecycle.

Accountabilities:

• Act as a primary subject matter expert for your servicing substream, developing a deep understanding of end-to-end servicing processes, operational realities, borrower needs, and regulatory requirements.
• Define and own the product vision, roadmap, and prioritization for your area, balancing servicing needs, operational efficiency, borrower and agent experience, risk controls, compliance, technical feasibility, and business value.
• Assess the impact of new servicing features, policy changes, regulatory updates, and workflow improvements, using research and analysis to inform product direction and strategic decisions.
• Partner closely with engineering, design, QA, servicing operations, compliance, and support teams to validate solutions and ensure they align with servicing best practices and industry standards.
• Prioritize servicing-related epics and stories, contribute to backlog refinement, and balance competing needs across borrower experience, agent efficiency, technical feasibility, and business objectives.
• Participate in release planning, UAT, and launch readiness, ensuring servicing use cases are covered, edge cases are addressed, and downstream impacts are understood before release.
• Research mortgage servicing trends, regulations, technologies, and competitor approaches, bringing relevant insights into product evolution and roadmap planning.
• Create and maintain clear documentation covering workflows, requirements, scenarios, decision logic, and system behaviors to support effective cross-functional execution.
• Serve as the go-to expert for assigned servicing workflows, supporting issue triage, answering complex questions, and helping teams deliver reliable servicing experiences across lending products.
• Use AI tools such as Cursor, Claude, Figma AI, Gemini, and similar technologies throughout discovery, prototyping, documentation, testing, analysis, and measurement to accelerate product delivery.
• Rapidly test hypotheses through prototypes, experiments, and available tools, staying close to execution and sharing learnings that can improve team-wide ways of working.
• Stay informed about how AI is reshaping mortgage servicing and translate relevant developments into actionable product recommendations.

Requirements:

• Bring 5-7+ years of hands-on product management experience, ideally within mortgage servicing, lending operations, or another closely related regulated financial services environment.
• Demonstrate strong knowledge of end-to-end servicing functions, including payments, prepayments, renewals, payouts, fees, statements, borrower communications, and exception handling.
• Have a solid understanding of mortgage servicing and consumer lending regulatory requirements, including provincial regulations, OSFI guidelines, insurance considerations, and reporting obligations.
• Bring experience with servicing platforms, loan management systems, or lending technology, with the ability to translate operational needs into clear product requirements and practical solutions.
• Demonstrate strong cross-functional collaboration skills across product, engineering, design, operations, compliance, QA, and support teams.
• Apply strong analytical and problem-solving skills to anticipate downstream impacts, identify edge cases, and simplify complex servicing workflows.
• Communicate complex servicing concepts clearly and effectively to both technical and non-technical stakeholders.
• Demonstrate active, hands-on fluency with AI tools across discovery, testing, documentation, analysis, and measurement, with the ability to explain how these tools are integrated into your product workflow.
• Experience with additional lending products such as HELOCs, personal loans, private lending, reverse mortgages, or construction financing is considered an asset.
• Familiarity with borrower-facing and agent-facing servicing journeys, including the relationship between self-service and assisted support, is an asset.
• Exposure to AI/ML-assisted servicing operations, intelligent routing, document intelligence, or workflow automation within financial services is an asset.

Benefits:

• Competitive compensation, performance incentives where applicable, and recognition for contributions.
• Comprehensive medical, dental, and vision coverage, along with Health & Wellness Spending Accounts where applicable.
• Access to telemedicine, Employee Assistance Programs, and mental health support for employees and their families.
• Four weeks of vacation, floater days, and statutory holidays to support time away and recovery.
• RRSP matching to support long-term financial planning.
• Enhanced maternity and parental leave top-up programs.
• Education assistance, mentorship, training, and opportunities for professional growth across the wider organization.
• Modern technology, collaborative teams, and resources designed to support effective and innovative ways of working.