Director, Mortgage Fulfillment

About the role

We are looking for a strategic, high-performing Director, Fulfillment to lead and oversee Neo's mortgage fulfillment function. Reporting directly to the Vice President, Mortgages, you will own the critical bridge between underwriting approval and final funding. This is a high-impact leadership position that owns end-to-end fulfillment operations. Your mission is to ensure that all mortgage conditions are meticulously satisfied, documentation is pristine, and files are funded in strict accordance with company policy, investor guidelines, and regulatory standards. You will be working in close partnership with the Director of Underwriting and the Underwriting Management team to ensure a smooth progression of files throughout the process. As Neo scales, you will be responsible for driving operational excellence, maintaining uncompromising quality controls, and building a resilient, tech-forward team. By streamlining the closing journey, you will directly enable Neo's aggressive growth targets while delivering a seamless closing experience for both clients and brokers.

Responsibilities

• Driving Process Innovation & Automation: You will design and implement strategic initiatives focused on technology adoption, workflow optimization, and process automation. You will continuously look for ways to eliminate manual friction and scale our fulfilment capacity without sacrificing quality.
• Cross-Functional Collaboration: You will partner closely with Underwriting, Sales, and Quality Control teams, to remove systemic bottlenecks, reduce overall time-to-fund, and improve our approve-to-fund (look-to-book) conversion ratios.
• Data-Driven Optimization: You will closely monitor fulfillment performance data, diagnose root causes of pipeline delays or exceptions, and regularly prepare executive-level reports on throughput, SLA performance, and team productivity to guide strategic decisions.
• Who we're looking for
• An Experienced Mortgage Operations Leader: You have a proven track record of senior management experience specifically within mortgage fulfillment or underwriting. You deeply understand the mechanics of the Canadian mortgage landscape, investor guidelines and mortgage default insurers requirements.
• A People Developer: You are an experienced leader of leaders. You know how to manage, coach, and inspire a large operational team, setting clear KPIs while maintaining high morale and accountability in a fast-paced environment.
• A Tech-Forward Optimizer: You don't just manage the status quo; you actively seek to improve it. You have experience leveraging technology and automation to transform traditional, manual operational processes into highly efficient, scalable workflows.
• Detail-Oriented with a Risk Mindset: You possess an uncompromising eye for detail. You understand regulatory and compliance requirements inside and out, and you take pride in maintaining a pipeline with zero critical audit findings.
• An Executive Communicator: As an L3 leader, you can seamlessly navigate conversations with cross-functional peers, translate operational metrics into strategic insights for executive leadership, and uphold the high competencies outlined in the Neo Leadership Skills Matrix.
• A Results-Driven Problem Solver: You are motivated by metrics. You thrive

Additional Information

Join us to build a more rewarding financial future for all Canadians At Neo, we're on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn't for everyone. It's complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. #1 on Deloitte's Technology Fast 50 for 2023, 2024, and 2025 - the first company ever to achieve a three-peat at the top! #1 Fastest Growing Company in Canada for 2024 by Globe & Mail Top-ranked mobile apps and credit cards Team of 500+ people 1M+ customers 10K+ retail partners

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