Director, Mortgage Fulfillment

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 https://www.newswire.ca/news-releases/neo-financial-achieves-first-ever-three-peat-win-as-number-one-on-deloitte-s-technology-fast-50-list-889692540.html — the first company ever to achieve a three-peat at the top! - #1 Fastest Growing Company in Canada for 2024 by Globe & Mail https://www.businesswire.com/news/home/20240927952651/en/Neo-Financial-Ranks-No.-1-on-The-Globe-and-Mail%E2%80%99s-2024-List-of-Canada%E2%80%99s-Top-Growing-Companies - Top-ranked mobile apps and credit cards - Team of 500+ people - 1M+ customers - 10K+ retail partners 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. WHAT YOU'LL BE DOING - Leading & Scaling the Team: You will directly lead, mentor, and develop a multi-tiered fulfillment function—including Managers, Team Leads, and Mortgage Fulfillment Officers. You will own workforce planning, capacity management, and team structuring to foster a culture of high performance, accuracy, and engagement that scales alongside our volume forecasts. - Owning the FulfillmentPipeline: You will command the end-to-end mortgage fulfillment process, from initial condition review through document collection, verification, and ensure the file is complete and ready for funding. You will ensure every file moving through the pipeline is structurally sound and fully compliant. - 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. - Enforcing Governance & Controls: You will establish and enforce rigorous fulfillment standards and operational controls. You will mitigate fraud and documentation risk, ensuring stellar performance during internal Quality Control checks and external investors, mortgage default insurers, or regulatory audits. - 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 Operati…