Senior Manager, Customer Retention and Loss Mitigation, Personal Lending

Address:

We are seeking a highly motivated Senior Product Manager to lead the development and growth of our unsecured personal lending product portfolio. You will set product strategy, own end-to-end product lifecycle management, and partner with cross-functional teams to deliver lending solutions that meet customer needs and advance business objectives.

The Senior Manager, Customer Retention & Loss Mitigation, Personal Lending is accountable for developing and executing end‑to‑end strategies to minimize credit losses across the personal lending portfolio, while supporting fair, responsible, and customer‑centric recovery outcomes. The role leads loss mitigation, collections, and pre-delinquency strategies, partnering closely with Risk, Credit Strategies, Finance, Analytics, Fraud and Operations, and drives continuous improvement in delinquency management, customer retention, recoveries, and portfolio performance to optimize credit outcomes and profitability.

• Develop and execute the product vision and roadmap for unsecured personal lending, ensuring alignment with organizational goals and market trends.
• Define, monitor, and report key performance indicators (KPIs) across acquisition, portfolio performance, retention, and losses to measure success and drive continuous improvement.
• Own customer retention, collections, and pre-delinquency strategies for the unsecured lending portfolio, partnering with various stakeholders across Canadian Personal and Business Banking to improve customer outcomes and reduce losses.
• Lead unsecured lending portfolio analytics, producing advanced analyses to identify growth opportunities and to measure the effectiveness of acquisition and account management actions.
• Oversees the development of business analytics and insights (e.g. portfolio profitability tracking, customer analytics, revenue forecasts, operations metrics, trend analytics, and predictive modelling).
• Manage stakeholder communications and provide regular updates on product performance, enhancements, and roadmap priorities.
• Makes strategy and new initiative recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group.
• Ensure compliance with applicable regulations and internal risk frameworks for unsecured lending products.

• Bachelor’s degree in business, finance, data analytics, or a related field (Master’s degree is an asset).
• 5+ years of product management experience, preferably in financial services and/or lending.
• Strong understanding of unsecured lending markets, customer segments, and risk management principles.
• Advanced analytical skills and hands-on experience working with customer data.
• Knowledge of pricing optimization, credit strategy optimization, and customer retention best practices.
• Strong sense of ownership and a bias for action.
• Proven track record of delivering outcomes that improve financial results and customer experience.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to translate data into clear, actionable insights and decisions.
• Proficiency with MS Office suite, SAS, SQL, Python

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.