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Added 9 mins ago
DM
Executive Assistant - Finance & Business Operations
Danton Medical Clinic
Toronto, ON · Scarborough, ON
- $37,000 to $40,000 CAD / year
- Full-time
…professional to work closely with a business owner managing healthcare operations and other business…
Added 9 mins ago
KG
Intermediate Risk and Control Analyst
K&K Global Talent Solutions INC.
Toronto, ON
- Full-time
Strong understanding of banking operations, operational risk frameworks, and regulatory requirements
Added 9 mins ago
CM
Client Service Specialist, Client Account & Access Management
CIBC Mellon
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service…
Added 9 mins ago
D
Store Manager - Diesel Yorkdale
Diesel
Toronto, ON
- Full-time
The Store Manager builds and develops a high-performing team, sets the service standard on the floor, and cultivates lasting client relationships that drive repeat business and local market…
Added 9 mins ago
Principal Product Manager - Billing & Platform
Constant Contact
ON
We have an opening for a Principal Product Manager to own billing and platform at Constant Contact. This is a rare chance to shape one of the most connected systems in the company. Almost…
Added 9 mins ago
Finance and Budget Analyst B054-26
Legal Aid BC
Vancouver, BC
…managers on financial matters, while ensuring compliance with accounting standards, policies, and internal…
Added 9 mins ago
R
Assistant Branch Operations Manager
RBC
Toronto, ON
- Full-time
The RBC Dominion Securities is looking for an Assistant Branch Operations Manager to join their team! The Assistant Branch Operations Manager fulfils a leadership role in the branch by…
Added 9 mins ago
R
Senior Manager, Fraud Strategy, New Initiatives
Remitly
Burnaby, BC
- Full-time
The Senior Manager, Fraud Strategy, New Initiatives will be part of Remitly's Identity & Trust organization, reporting to the Director, Fraud Strategy. You will lead a team of technical…
Added 25 mins ago
AB
assistant manager, restaurant
Ali Baba Pizza
Victoria, BC
- Full-time
Plan, organize, direct, control and evaluate daily operations
Added 25 mins ago
T
Senior Manager, Executive Communications
TD
Toronto, ON
- Full-time
Strong understanding of the Canadian Personal Bank is an asset, including key business priorities, banking operations and the broader financial services landscape, with the ability to…
Added 25 mins ago
C
Community General Manager, Imperial Service
CIBC
Toronto, ON
- Full-time
…solutions to meet our clients goals. As a Community General Manager (CGM), you will build a capable and motivated team through proactive talent management. You will be empowered to create a…
Added 25 mins ago
Senior Financial Systems Analyst, Governance
Trans Mountain
Calgary, AB
…and processes operate in accordance with approved standards, accounting requirements, and regulatory…
Added 25 mins ago
Director, Advisory & Regulatory Affairs - Toronto
Scotiabank
Toronto, ON
You will create an environment that supports effective and efficient operations while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls. This includes…
Added 25 mins ago
Manager, Business Banking, Virtual Advice - Halifax, NS (Bilingual English/French)
Scotiabank
Halifax, NS
The Manager, Business Banking, Virtual Advice will lead and drive a customer focused culture throughout their team to deepen client relationships and leverage broader Bank relationships,…
Added 25 mins ago
Store Manager - Diesel Yorkdale
OTB Spa
Toronto, ON
The Store Manager builds and develops a high-performing team, sets the service standard on the floor, and cultivates lasting client relationships that drive repeat business and local market…
Added 40 mins ago
S
Meat & Seafood - Manager Meat
Sobeys
Estevan, SK
- Full-time
The Meat Manager is responsible for coaching, motivating, and developing department staff to foster customer loyalty, fulfil customer needs and actively contribute to an environment of…
Added 40 mins ago
UO
Enrolment Services Advisor (Recurring Part-time)
University of Calgary
Calgary, AB
- Part-time
As a member of the Enrolment Services team, this position reports to the Manager, Enrolment Services Operations. Peak operational periods, including August, September, and January, may…
Added 40 mins ago
T
Personal Banking Associate - Monkland (18.75 hours)
TD
Montreal, QC
- Part-time
Recommend improvements to work practices, branch operations and processes to enhance customer experience and achieve operational excellence
Added 40 mins ago
FH
Interim Office Manager
Fairmont Hotels & Resorts
Jasper, AB
- Temporary
We are seeking a highly organized, technologically savvy and forward-thinking Office Manager to help transform how our Sales & Marketing division operates at Fairmont Jasper Park Lodge.…
Added 40 mins ago
CG
People Business Partner
Credit Genie
Toronto, ON
- Full-time
Experience in People business partnering, operations, or program leadership, with direct ownership of performance and rewards programs in a growing business.
Added 40 mins ago
UO
Enrolment Services Advisor
University of Calgary
Calgary, AB
- Full-time
As a member of the Enrolment Services team, this position reports to the Manager, Enrolment Services Operations. Hours of work for this position are 35 hours per week, Monday-Friday. Peak…
Added 40 mins ago
PH
Office Manager
ParaMed Home Health Care
Thunder Bay, ON
- Full-time
Oversee daily office operations and ensure smooth functioning
Added 40 mins ago
FH
General Manager - Fairmont Le Chateau Frontenac
Fairmont Hotels & Resorts
Quebec, QC
- Full-time
As General Manager, you will embody the essence of luxury hospitality. Your dynamic and hands-on approach is fueled by a deep passion for developing people and fostering an entrepreneurial…
Added 40 mins ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 40 mins ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…efficiency and effectiveness in financial processes, business operations and major initiatives. You will play a key role within the Internal Audit Department to test the effectiveness of…

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

Apply About employer

Applications open in a new tab.

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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