Senior Manager, Monitoring & Customer Insights

Job Description

Application Deadline: 06/04/2026 Address: 33 Dundas Street West Job Family Group: Audit, Risk & Compliance Join a pioneering team shaping the future of Canadian Retail Credit Strategies. We’re building next-generation, end-to-end credit solutions that span the entire lifecycle—from acquisition and account management to collections—anchored in a holistic Lending Decision Strategy and aligned with Canadian Personal & Business Banking (P&BB) priorities. Our approach combines cutting-edge decisioning software, advanced decision trees, and innovative credit models to deliver smarter, faster, and more customer-centric outcomes. This is your opportunity to influence credit cycles using modern modeling techniques and best-in-class decision-making applications, all within a high-performance, customer-focused environment. If you’re passionate about leveraging data, technology, and strategy to transform lending decisions and drive meaningful impact across Canadian P&BB, this is the team for you. Job Description The Senior Manager, Monitoring & Customer Insights transforms data into decision‑ready insight across the customer credit lifecycle —from acquisition and underwriting through account management, fraud, and collections—across Consumer and Business Banking credit products. You will own monitoring and insight generation for assigned portfolios or product segments , build early‑warning indicators, and translate trends into clear recommendations that inform credit decisions, portfolio strategy, and customer treatment design. You combine hands‑on analytics with strong business acumen and compelling storytelling to drive responsible growth, portfolio resilience, and an exceptional customer experience. Key Responsibilities 1) Portfolio Monitoring & Insight Generation Operate the end‑to‑end monitoring framework for your assigned retail and/or business credit portfolios, delivering clear, actionable insights to product and risk leaders. Detect emerging risks and behavioral trends across the lifecycle: acquisition quality, early‑warning indicators, fraud patterns, payment behaviors, hardship programs, and collections outcomes. Maintain a KPI/KRI library (e.g., risk‑adjusted growth, delinquency/roll rates, loss rates, exposure, vintage performance, fraud typologies, macro sensitivities) with clear definitions and thresholds. Produce monthly and ad‑hoc portfolio health reads highlighting what’s happening, why it matters, and recommended actions. 2) Credit Lifecycle Analytics & Decision Support Develop a connected lifecycle view that links acquisition risk profiles, account‑management actions (e.g., limit management, pricing, treatments), fraud signals, payment performance, and collections outcomes. Partner with Credit Risk, Product, Marketing, Fraud, and Collections to translate insights into strategy adjustments, treatment design, champion/challenger tests , or policy changes. Stand up monitoring for new products, policy changes, and strategy deployments to enab

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