Bilingual Senior Analyst, Residential Lending Experience & Performance

• Monitor and interpret key performance indicators across the end-to-end residential lending lifecycle, including turnaround times, service levels, approval and funding rates, escalation volumes, and experience-related metrics.
• Leverage existing dashboards and reporting while creating new views, summaries, and analyses where gaps exist.
• Prepare clear, concise reporting tailored to different audiences and forums, ranging from frontline teams to senior leadership to support one on one coaching and broader operational and policy development.
• Promote transparency and shared accountability by ensuring teams understand how performance metrics connect to broker experience and business outcomes.

• Prepare and present performance metrics, insights, and thematic findings in senior leadership forums.
• Develop executive-ready materials, summaries, and briefing notes that highlight trends, risks, and opportunities.
• Surface emerging operational issues, capacity constraints, and cross-functional dependencies, along with data-informed observations and improvement opportunities.
• Support leadership discussions by framing issues clearly and consistently across forums.

• Design and distribute surveys and hold other structured feedback mechanisms to gather input from brokers and internal teams on collaboration, efficiency, and service experience.
• Synthesize qualitative feedback into clear themes and insights, linking experience feedback to quantitative performance data where possible.
• Identify recurring friction points and systemic roadblocks affecting pipeline efficiency or broker satisfaction.
• Present opportunities and recommendations to improve internal collaboration, execution, and overall experience.

• 3-5 years of experience in residential lending, financial services operations, strategy, or a related field.
• Strong understanding of the end-to-end residential mortgage lifecycle.
• High level of comfort working with KPIs, dashboards, and performance metrics.
• Demonstrated experience preparing and presenting materials to senior leadership.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent verbal and written communication skills, with confidence facilitating discussions across senior and peer-level stakeholders.
• Ability to influence outcomes in a matrixed environment without formal authority.
• Highly organized, proactive, and able to manage multiple priorities under time constraints.
• Strong broker and customer experience orientation.
• Advanced proficiency in MS Excel and PowerPoint; experience with BI tools is an asset
• French language is an asset
• Post-secondary education in business, finance, or a related field preferred

• Availability and responsiveness: The role may require extended hours or flexibility beyond standard work schedules to respond to urgent escalations, broker inquiries, or pipeline issues in real time.
• Coverage and continuity: Vacation, time off, and other absences must be coordinated to ensure continuous support for daily huddles, reporting, and escalation activities.
• Rapid problem-solving: The incumbent must quickly assess deal-level or systemic roadblocks, facilitate collaboration across multiple teams, and recommend actionable solutions.
• Cross-functional coordination: Work with sales, underwriting, fulfillment, funding, and strategy teams to ensure transparency, KPI alignment, and broker satisfaction.
• High-stakes communication: Clear, concise, and professional communication is critical, including presenting metrics and opportunities to senior leadership and sharing insights with internal stakeholders.
• Adaptability: Thrive under ambiguity, shifting priorities, and complex operational demands while maintaining accuracy and high-quality outputs.

This role demands exceptional time management, organizational skills, and judgment, with the ability to perform under pressure while fostering collaboration across teams.

• Experience Leader
• Sales leadership, Regional Business Managers, and Business Development Managers
• Residential Credit, Fulfillment, and Funding managers
• Strategy, Risk, and other operations partners
• Mortgage brokers (via feedback and experience initiatives)

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.


EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration. 

To learn more, visit eqb.investorroom.com and eqbank.ca.