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Added 11 mins ago
Principal Strategic Deal Maker- Sales Executive
Capgemini
Mississauga, ON
Capgemini is looking for a high-touch, passionate and self-motivated Individual with 15+ years of Management Consulting and Utilities Industry leadership experience focused on defining and…
Added 11 mins ago
Technical Consultant I
Zafin
Toronto, ON
As a Technical Consultant I, you will support the configuration, development, testing, and implementation of Zafin SaaS solutions for financial institutions. You will work with experienced…
Added 25 mins ago
CB
CloudOps Administrator (Canada) - N.A. Service Delivery Group
Canadian Bank Note Company
Ottawa, ON
- $75,000 to $93,000 CAD / year
- Full-time
Canadian Bank Note Company (CBN) is a leader and trusted provider of secure document and adjacent enterprise-level system solutions across the following domains: border security, civil…
Added 26 mins ago
MN
Vice President, Professional Services
March Networks
Ottawa, ON
- Full-time
Reporting directly to the CEO and President, the Vice President of Professional Services is responsible for leading, scaling, and continuously improving the end-to-end post-sales services…
Added 26 mins ago
CR
Senior Engagement Manager, Project & Interim Division
Clarity Recruitment
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Develop tailored talent solutions based on each client's business needs, challenges, and priorities, from a single interim hire to a project team.
Added 26 mins ago
FS
Senior Python Developer
Futran Solutions
Mississauga, ON
- Full-time
Pipeline and deployment experience: build/test automation, CI/CD, and releasing across environments.
Added 41 mins ago
ES
Customer Success Manager (Budget)
Euna Solutions
ON · Oakville, Ontario
- Full-time
Euna Solutions® is the leading provider of purpose-built, cloud-based software designed to streamline procurement, budgeting, payments, and grants management for public sector and…
Added 41 mins ago
B
Senior / Lead Product Manager - New Verticals
Baselane
Toronto, ON
- Full-time
Validate ideas quickly. Turn insights into clear hypotheses and test them through experiments, prototypes, and lightweight MVPs. Leverage AI tools to rapidly build interactive prototypes,…
Added 56 mins ago
PC
Finance Managed Services Senior Associate
PwC Canada
Calgary, AB
- Full-time
Accepting Feedback, Accepting Feedback, Active Listening, AI Fluency, AI-Human Collaboration, Analytical Thinking, Automation, Automation Framework Design and Development, Automation…
Added 56 mins ago
NB
Senior Director AI and Operations Engineering
National Bank of Canada
Montreal, QC
- Full-time
A career as Senior Director, AI and Operations Engineering in the Wealth Management Operations team at National Bank means acting as a leader in accelerating the transformation of wealth…
Added 56 mins ago
GP
Sr. Network Designer Sr. Network Designer (Network Modernization Program)
Global Pharma Tek
ON · Ontario, Canada
- Contract
Using an automation-first approach, develops visionary solutions, as well as the tactical approaches to deliver them, for complex provincial and regional initiatives that meet customer…
Added 56 mins ago
P
Solution Architect / Lead EBO Engineer – BAS (SABAS004)
Potenco
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Candidates should bring deep experience with Building Automation Systems and Enterprise Building Operation, together with the ability to think beyond individual controllers or buildings and…
Added 56 mins ago
CB
CloudOps Administrator (Canada) - N.A. Service Delivery Group
Canadian Bank Note Company, Limited
Ottawa, ON
- $75,000 to $93,000 CAD / year
- Full-time
Canadian Bank Note Company (CBN) is a leader and trusted provider of secure document and adjacent enterprise-level system solutions across the following domains: border security, civil…
Added 1 hour ago
C
Senior Partner, Learning & Talent Development
Croesus
Laval, QC
- Full-time
Croesus provides innovative, high-performance, and secure wealth management solutions that include portfolio management systems, portfolio rebalancing tools, and application programming…
Added 1 hour ago
NA
Director, Employee and Labour Relations
Northern Alberta Institute of Technology
St. Catharines, ON · Main Campus
- Full-time
Oversee portfolio budgets, external legal and consulting resources, confidential information, and the responsible use of digital tools, automation, and AI.
Added 1 hour ago
S
Senior Product Manager - SOTI Connect
SOTI
Mississauga, ON
- $120,000 to $140,000 CAD / year
- Full-time
SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
Added 1 hour ago
Senior Account Manager
AOT Technologies
Victoria, BC
As a boutique consulting firm, we partner with enterprises, startups, and governments to solve complex, mission-critical challenges. Our expertise spans business process management,…
Added 1 hour ago
M
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Merck
Kirkland, QC
- Full-time
…profit des analyses avancées, des technologies émergentes et des solutions marketing novatrices pour créer des expériences omnicanales fluides, orchestrées et personnalisées, tout en…
Added 1 hour ago
P
Finance Managed Services Senior Associate
PwC
Calgary, AB · Vancouver, BC · Toronto, ON
- Full-time
Accepting Feedback, Accepting Feedback, Active Listening, AI Fluency, AI-Human Collaboration, Analytical Thinking, Automation, Automation Framework Design and Development, Automation…
Added 1 hour ago
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Senior QA Test Lead / Senior Test Lead
Infotek Consulting Inc.
Toronto, ON
- $65 to $80 CAD / hour
- Contract
We are seeking an experienced Senior QA Test Lead to lead quality assurance and testing activities throughout the delivery lifecycle of complex digital and enterprise solutions. The…
Added 1 hour ago
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Forward Deployed Engineer (Python/Pyspark and GenAI / LLM)
Apptoza Inc.
Toronto, ON
- Full-time
…engineering, data engineering, AI application development, and client-facing consulting. You will embed with business users, client SMEs, product owners, and engineering teams to understand…
Added 1 hour ago
JT
Senior Data Engineer
Javelin Technologies
Canada
- Full-time
Python and/or R for analytics and automation, plus source control and DevOps practices.
Added 1 hour ago
EB
Intern - Strategic Sourcing & Third-Party Management , Winter 2027
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Identify opportunities to improve Procurement and Third-Party Management processes through approved AI, automation, and digital solutions
Added 1 hour ago
MP
U SPORTS Winter Intern
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Toronto, ON
- Full-time
…complex marketing challenges through strategy, technology, and execution. Founded by Jill M. Speirs in 2011, M2 has grown from a strategic consulting firm into a global practice built on…
Added 1 hour ago
DH
Financial Planning and Analysis Manager
Diploma Healthcare Group
Mississauga, ON
- $96,000 to $120,000 CAD / year
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Somagen Diagnostics Inc. was founded +30 years ago in Edmonton and has grown steadily to become Canada’s largest independent provider of medical diagnostic technology to laboratories,…

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

Apply About employer

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Job details

Experience: Have 8+ years of progressive leadership experience in contact center operations, customer experience transformation, operational enablement, or service technology environments.
Posting language: English
Posted: Oct 27, 2026

Original job description

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting-edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human-centric collaboration with AI-driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs
Paid vacation, personal, and sick days for work-life balance
Competitive compensation and benefits packages
Work-life balance in a hybrid environment with at least 3 days in office
Career growth and development opportunities
Opportunities to contribute to community causes
Work with diverse team members in an inclusive and collaborative environment

This job posting is for an existing vacancy.

We’re looking for our next Director, Client Enablement. Could It Be You?

The Director, Client Enablement leads the strategic transformation of the contact center's support ecosystem, uniting five key functions - AI Service, Workforce Management (WFM), Training & Quality, Data & Reporting, and Operational Excellence - under a cohesive, technology-driven operating model. Accountable for translating the transformation agenda into measurable operational outcomes, this role establishes the multi-year capability roadmap and partners with technology groups to integrate automation, self-service, and analytics across all channels. As a senior change leader, the Director coaches and develops people leaders, fosters a continuous improvement culture, and ensures service delivery balances high-quality client experience, efficiency, and strict regulatory compliance.

Need more details? Keep reading…

In this role, responsibilities include but are not limited to:

Partnering with the Managing Director, CSS Transformation and Operations to establish the vision and multi-year strategic roadmap for client enablement, challenging legacy practices and introducing disciplined, scalable service delivery models.
Directing the design, implementation, and expansion of enterprise AI-enabled service capabilities (virtual assistants, agent assist, intelligent self-service, and process automation) to systematically lower client effort, optimize handle times, and elevate containment.
Architecting and governing an integrated operating framework across WFM, Training & Quality, Data & Reporting, Operational Excellence, and AI Service to eliminate organizational silos, align capacity planning with automation impacts, and streamline handoffs.
Collaborating with Questrade Technology Group (QTG) and external technology partners to prioritize and govern the contact center product and automation pipeline, ensuring technical viability, solid business cases, and compliance with financial services regulatory and privacy standards.
Championing the lean process improvement standards across client contact channels, establishing mechanisms to identify automation opportunities, eliminate workflow waste, and sustainably maintain performance gains.
Directing the data and reporting architecture to ensure reliable operational intelligence, standardizing performance analytics and KPI frameworks across human and automated channels to inform executive decision-making.
Leading, coaching, and developing a high-performing bench of senior managers and functional leaders across five disciplines, cultivating a culture of curiosity, first-principles thinking, accountability, and high-impact talent growth.
Overseeing departmental resource allocation, budgets, and business case evaluations, serving as a trusted advisor to senior leadership on service innovation and operational efficiency.

So are YOU our next Director, Client Enablement? You are if you…

Have a Bachelor's degree in Business, Operations, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
Have 8+ years of progressive leadership experience in contact center operations, customer experience transformation, operational enablement, or service technology environments.
Have a proven track record of managing and developing people leaders (manager of managers) across multi-disciplinary operational or technical teams.
Have a demonstrated success in delivering large-scale operational or technological transformations that yielded measurable improvements in client experience, cost to serve, or efficiency.
Have demonstrated expertise in deploying and scaling operational technology solutions, including conversational AI, workforce management platforms, or automated workflows.

Additional kudos if you…

Have a Master's degree in Business Administration (MBA) or relevant graduate degree.
Relevant industry certifications (e.g., Lean Six Sigma Black Belt, PMP, Prosci Change Management, or COPC).
Have experience within a regulated financial services, banking, fintech, or securities brokerage environment.
Have In-depth familiarity with low-code/no-code process automation platforms, modern enterprise analytics architectures, and contact center AI platforms

Sounds like you? Click below to apply!

At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence - not only for the benefit of our customers, but for those who build their career with us.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

Apply About employer

More about this job

Responsibilities

The Director leads the strategic transformation of the contact center by integrating AI, workforce management, and operational excellence into a cohesive model. They are responsible for developing a multi-year capability roadmap and coaching senior leaders to drive high-impact operational outcomes.

Requirements

Candidates must have at least 8 years of progressive leadership experience in contact center operations or customer experience transformation. A bachelor's degree in a relevant field is required, along with a proven track record of managing multi-disciplinary teams and delivering large-scale technological transformations.

Skills

Contact center operations
Strategic transformation
AI service
Workforce management
Change leadership
Operational excellence
Data analytics
Process automation
Team leadership
Financial services
Performance management
Business case development
Stakeholder management
Lean process improvement
Regulatory compliance

Benefits

Health and wellbeing resources
Paid vacation
Personal days
Sick days
Competitive compensation
Benefits packages
Career growth and development opportunities

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
AI-driven innovation
Workforce Management
Lean Six Sigma
PMP
Prosci
COPC
Fintech
Conversational AI
Automation
Operational Intelligence
KPI Frameworks
Business Case Evaluation
Change Management
Customer Experience
Financial Services
Data Architecture
Process Improvement
Strategic Roadmap
Service Delivery

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