Join a Challenger
At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.
We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.
What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.
If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.
We can’t wait to get to know you!
The Work
Reporting to the VP, Decumulation, the Associate Director, Direct-to-Consumer is responsible for leading and growing EQ Bank’s D2C channel for reverse mortgages. This role owns the full end-to-end consumer journey — from marketing and acquisition to conversion, customer experience, and retention — with accountability for growth, profitability, and operational excellence.
The Associate Director will set strategy, build the capabilities, and lead the cross-functional teams (sales, marketing, operations, and technology) required to deliver an exceptional customer experience and accelerate the channel’s growth. Acting as the connective tissue between marketing, product, credit, and technology, this leader will ensure the D2C business runs as a cohesive, high-performing engine focused on lead quality, conversion, and lifetime customer value.
Define and execute the Direct-to-Consumer growth strategy, including annual sales, marketing, and P&L objectives working collaboratively with the leaders of each of these functions.
Customer Acquisition & Sales Performance
Oversee the team managing all inbound leads, ensuring exceptional customer experience, rapid response times, and strong conversion metrics.
Implement and monitor KPIs that measure lead quality, conversion, cost per acquisition, and customer satisfaction.
Operational Excellence & Enablement
Champion digital transformation within the D2C business — leveraging automation, analytics, and new technologies (e.g., chatbots, AI lead scoring) to enhance efficiency and customer experience.
Lead, coach, and develop a high-performing team across sales operations, customer engagement, and marketing enablement.
Cross-Functional Collaboration
Work closely with Legal & Compliance, Credit, Product, and Marketing to ensure alignment on programs, policies, and brand standards.
Strong analytical, strategic, and financial acumen, with the ability to interpret data and translate insights into action.
Job Complexities/Thinking Challenges:
Operates in a dynamic, high-growth environment requiring adaptability, creativity, and a test-and-learn mindset.
The incumbent will directly manage the Customer Experience Sales Team (4 individuals today) and have dotted line accountability of marketing, technology, contact centre, underwriting and servicing responsibilities.
Internal/External Contacts:
This will involve helping set the strategy, managing execution and key metrics related to these external contacts. Additionally, this individual will help negotiate key contracts for approval by the VP, Decumulation.
Internally, key contacts include: marketing, technology, contact centre, underwriting and servicing.
Physical Demands/Working Conditions:
What we offer [For full-time permanent roles]
\uD83D\uDCB0 Competitive discretionary bonus
✨ Market leading RRSP match program
\uD83E\uDE7A Medical, dental, vision, life, and disability benefits
\uD83D\uDCDD Employee Share Purchase Plan
\uD83D\uDC76\uD83C\uDFFD Maternity/Parental top-up while you care for your little one
\uD83C\uDFDD Generous vacation policy and personal days
\uD83D\uDDA5 Virtual events to connect with your fellow colleagues
\uD83C\uDF93 Professional development and comprehensive Career Development program
\uD83D\uDC9B A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.
Equity, Diversity & Inclusion
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
