{"id":950294,"url":"https://alion.io/job/manulife-default-management-consultant","title":"Default Management Supervisor","company":{"id":6650,"name":"Manulife","domain":"manulife.com","url":"https://alion.io/company/manulife","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":97,"open_postings":56,"ghost_share":0,"stale_share":0.304,"repost_share":0.018,"time_to_fill_p50_days":21,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada","Toronto, Canada","Kitchener, Canada","Halifax, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":106000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":82},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-15T00:00:00Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-01T08:41:35Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":16},"description":"We are seeking an experienced and people-focused leader to join our Residential Lending Services team as Default Management Supervisor.\nThis role is responsible for leading a team that supports customers experiencing financial hardship while balancing customer outcomes, operational effectiveness, and risk management objectives. The successful candidate will provide leadership and coaching to a multi-location team responsible for mortgage and lending delinquency management, loss mitigation activities, and resolution strategies across retail lending and demand account products.\nThe Default Management Supervisor is accountable for delivering service excellence, maintaining regulatory and policy compliance, enhancing operational performance, and fostering a highly engaged, customer-focused culture. This leader will work closely with business partners across Lending, Risk, Legal, Customer Experience, and Operations to ensure effective resolution of complex customer situations while supporting Manulife Bank's risk appetite and customer commitments.\nPosition Responsibilities:\nLeadership & Team Development\nLead, coach, and develop a high-performing team through ongoing performance conversations, development planning, mentoring, and recognition.\nFoster an inclusive, collaborative, and accountable team culture that supports engagement, innovation, and continuous improvement.\nProvide guidance and support in managing complex customer situations and escalated cases.\nEnsure employees possess the knowledge, capabilities, and tools required to effectively perform their responsibilities.\nSupport workforce planning and resource management to meet service, quality, and operational objectives.\nCustomer Experience & Operational Excellence\nDrive exceptional customer experiences through empathetic, professional, and solution-focused interactions.\nMonitor work volumes, productivity, quality, and service performance to ensure operational objectives are achieved.\nIdentify opportunities to improve processes, reduce customer effort, and enhance service delivery.\nProvide additional support by jumping into action and helping to manage cases during higher-than-normal volumes to guarantee service level standards are consistently met\nDefault Management & Risk Oversight\nSupport activities related to delinquency management, loss mitigation, and resolution strategies across mortgage and lending products.\nEnsure delinquent and higher-risk accounts are identified and managed proactively and consistently.\nSupport team members in evaluating customer circumstances and negotiating sustainable repayment solutions within policy guidelines.\nReview escalated arrangements, risk mitigation recommendations, and account strategies to ensure appropriate decision-making and escalate to the Manager, Default Management as required.\nEnsure account documentation, customer records, and collection activities meet regulatory, legal, and internal policy requirements.\nSupport interactions with legal partners, insolvency proceedings, bankruptcy and consumer proposal activities, and third-party service providers, where applicable.\nCompliance & Governance\nEnsure operational controls, audit requirements, and compliance procedures are being followed by the team.\nIdentify operational, customer, and compliance risks to the Manager, Default Management.\nSupport internal audits, reviews, and business initiatives as required.\nChange & Strategic Initiatives\nAct as a key business partner on projects, process improvements, and transformation initiatives.\nChampion continuous improvement and leverage data-driven insights to enhance team effectiveness and customer outcomes.\nSupport implementation of new tools, technologies, and operating models that improve efficiency and service delivery.\nRequired Qualifications:\n3+ years of progressive experience in default management, mortgage servicing, collections, loss mitigation, banking operations, or a related financial services environment.\nPrevious people leadership experience with demonstrated success developing and coaching teams.\nStrong understanding of residential mortgage products, lending practices, and delinquency management strategies.\nKnowledge of insolvency processes, bankruptcy legislation, collections practices, and applicable provincial regulations.\nPreferred Qualifications:\nStrong analytical and problem-solving skills with the ability to manage complex customer and business situations.\nDemonstrated ability to influence stakeholders and build collaborative relationships across multiple business areas.\nExcellent verbal and written communication skills.\nStrong organizational and decision-making skills with the ability to prioritize in a fast-paced environment.\n Nice to have: Bilingual (French & English) - The successful candidate could have to also communicate in French to support clients from various jurisdictions including Quebec.\nThe successful candidate will:\nLead with empathy and accountability.\nBalance customer outcomes with prudent risk management.\nDevelop and inspire high-performing teams.\nUse data and insights to drive results.\nBuild strong partnerships across the organization.\nChampion change, continuous improvement, and operational excellence.\nWhen you join our team:\nWe’ll empower you to learn and grow the career you want. \nWe’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. \nAs part of our global team, we’ll support you in shaping the future you want to see.\n#LI-HYBRID\nThe role being advertised is an existing vacancy.\nAbout Manulife and John Hancock\nManulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.\nManulife is an Equal Opportunity Employer\nAt Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.\nIt is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .\nReferenced Salary Location\nWaterloo, OntarioWorking Arrangement\nHybridSalary range is expected to be between\n$59,100.00 CAD - $98,500.00 CADEmployees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact  for the salary range for your location.\nManulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact  for more information about U.S.-specific paid time off provisions.\nWe use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.","description_format":"text","description_chars":8825,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Upper-Intermediate (B2)","optional":true},{"language":"English","level":"All levels","optional":true}]},"benefits":["Insurance coverage","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail Banks","Asset Management & Funds","Health Insurance & Benefits","Life Insurance & Annuities"],"lifecycle":[{"event":"open","at":"2026-09-16T00:11:21Z"},{"event":"close","at":"2026-09-28T12:36:11Z"},{"event":"reopen","at":"2026-09-30T02:07:08Z"}],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.736,"p_room":0.75,"age_days":16,"expected_fill_days":21,"reasons":["conf:7","velocity","win:late","comp:brand"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/manulife-default-management-consultant","json_url":"https://alion.io/job/manulife-default-management-consultant.json","meta":{"generated_at":"2026-10-01T11:27:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3179,"day_limit":5000,"remaining_today":1821,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}