Senior Manager, Customer Retention and Loss Mitigation, Personal Lending

Responsibilities

• Develop and execute the product vision and roadmap for unsecured personal lending to align with organizational goals.
• Own customer retention, collections, and pre-delinquency strategies to minimize credit losses and improve customer outcomes.
• Define, monitor, and report on key performance indicators (KPIs) across acquisition, portfolio performance, and retention.
• Lead portfolio analytics to identify growth opportunities and measure the effectiveness of account management actions.
• Oversee the development of business insights, including portfolio profitability tracking, revenue forecasts, and predictive modeling.
• Partner with Risk, Credit Strategies, Finance, and Operations to drive continuous improvement in delinquency management.
• Provide strategic recommendations to senior leadership based on in-depth business analysis.
• Ensure all products comply with applicable regulations and internal risk frameworks.

Requirements

• Bachelor’s degree in business, finance, data analytics, or a related field.
• 5+ years of product management experience, preferably within financial services or lending.
• Strong understanding of unsecured lending markets, customer segments, and risk management principles.
• Advanced analytical skills with hands-on experience working with complex customer data.
• Proficiency in MS Office, SAS, SQL, and Python.
• Proven track record of delivering financial results and improving customer experiences.
• Excellent communication, leadership, and stakeholder management skills.

Preferred Qualifications

• Master’s degree in a relevant field.
• Deep knowledge of pricing optimization and credit strategy optimization.

About the Company

BMO is a leading North American bank driven by a single purpose: to Boldly Grow the Good in business and life. With more than 12 million customers, we provide personal and commercial banking, wealth management, and investment services across Canada, the United States, and globally.