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Added 9 mins ago
DC
Strategic Lead – Transportation Planning & Strategy
Dillon Consulting Limited
Guelph, ON · Hamilton, ON · Kingston, ON · Kitchener, ON · London, ON · Oakville, ON · Ottawa, ON · Toronto, ON · Vaughan, ON · Windsor, ON · North York, ON
- Full-time
As a key senior resource, you will also serve as Project Director, Project Manager or Senior Advisor on multi-modal planning assignments, environmental assessments, secondary plans, transit…
Added 9 mins ago
A
Director, Energy Advisory
AECOM
Calgary, AB
- Full-time
The Director, Energy Advisory will lead the development, growth, and delivery of strategic advisory services for clients across the energy and utilities sector. The role combines client…
Added 10 mins ago
JH
Civil/Structural Professional Engineer
J.S. Held LLC
Vancouver, BC · Burlington, Ontario
- Full-time
You will lead complex investigations, provide expert analysis and testimony, and serve as a trusted technical advisor to clients. This role offers significant visibility and influence…
Added 10 mins ago
JH
Civil/Structural Professional Engineer
J.S. Held LLC
Ottawa, ON · Burlington, Ontario
- Full-time
You will lead complex investigations, provide expert analysis and testimony, and serve as a trusted technical advisor to clients. This role offers significant visibility and influence…
Added 10 mins ago
JH
Civil/Structural Professional Engineer
J.S. Held LLC
Burlington, ON
- Full-time
You will lead complex investigations, provide expert analysis and testimony, and serve as a trusted technical advisor to clients. This role offers significant visibility and influence…
Added 10 mins ago
JH
Civil/Structural Professional Engineer
J.S. Held LLC
Calgary, AB · Burlington, Ontario
- Full-time
You will lead complex investigations, provide expert analysis and testimony, and serve as a trusted technical advisor to clients. This role offers significant visibility and influence…
Added 24 mins ago
S
Financial Advisor - Willowbrook Park, Langley BC
Scotiabank
Langley (District), BC · City of Langley, BC
- Full-time
You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal…
Added 24 mins ago
EN
Export Advisor – Lower Mainland
Export Navigator
Vancouver, BC
- Full-time
The program is funded by the Government of British Columbia in partnership with Pacific Economic Development Canada (PacifiCan) and delivered through Community Futures BC.
Added 24 mins ago
RD
Assistant Branch Operations Manager
RBC Dominion Securities
Toronto, ON
- Full-time
…their team! The Assistant Branch Operations Manager fulfils a leadership role in the branch by providing operational and administrative support to the Branch Management Team and Advisor…
Added 25 mins ago
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Senior Manager, Operational Risk / IT Risk and Compliance
RBC
Toronto, ON
- Full-time
Trusted advisor in operations and risk governance processes and strategies in line with Enterprise Operational Risk Standard and IT Risk Centre of Governance
Added 39 mins ago
D
Senior Advisor, Management information
Desjardins
Aurora, ON · Mississauga, ON · Levis, QC · Montreal, QC
- Full-time
As a senior management information advisor, you help extract data and produce reports and indicators for the organization by developing and administering information systems. You analyze…
Added 39 mins ago
D
Senior Advisor, Business strategies
Desjardins
Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
As a senior business strategy advisor, you help develop plans and business intelligence; monitor business plans and performance; set targets; identify opportunities to improve service…
Added 39 mins ago
CH
Senior Manager PA and DPM - 12 Months Contract- Express Scripts Canada
Cigna Healthcare
Mississauga, ON
- Full-time
As part of the Clinical Services department, this position will also serve as a clinical advisor to the organization and provide leadership to ESC to ensure innovation amongst a competitive…
Added 54 mins ago
S
Senior Account Manager
SoTalent
Toronto, ON
- Full-time
We are looking for a Key Account Manager to lead the development and execution of strategic business plans for major retail and commercial accounts. In this role, you will be responsible…
Added 55 mins ago
SS
Sales Advisor
Sienna Senior Living
Whitby, ON
- Full-time
…community, and caring to life. In this capacity, the Sales Advisor plays a critical role in promoting and maintaining the occupancy of the retirement home by building relationships with…
Added 55 mins ago
Financial Advisor - future opportunity, Humboldt, SK
Scotiabank
Humboldt, SK
You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal…
Added 55 mins ago
Financial Advisor - future opportunity, Winnipeg area
Scotiabank
Winnipeg, MB
You can expect to be recognized and rewarded for high-performance. You’ll be supported by leadership through meaningful development conversations that enable faster advancement and internal…
Added 55 mins ago
Benefits Advisor
Pembina Pipeline Corporation
Calgary, AB
Pembina Pipeline Corporation’s Calgary office is looking for a Benefits Advisor to join our Human Resources team. Reporting to the Total Rewards Supervisor, this role offers an opportunity…
Added 55 mins ago
Wealth Management Intern (Student/New Grad)
The Canada Life Assurance Company
Calgary, AB · Vancouver, BC
…sales team to focus on generating new sales and growing the advisor base. You will also be part of supporting the implementation of multiple territory business…
Added 55 mins ago
Senior Policy Advisor
Government of Alberta
AB
This position provides support to the Strategic Policy branch and unit in the development of forward-looking strategic policy, system planning and legislation impacting the transportation…
Added 55 mins ago
S
Services Lead, Stores - Full Time
Sephora
Vancouver, BC
- $22.85 to $28.55 CAD / hour
- Full-time
…opportunities, a competitive benefits program, and robust learning and development initiatives aimed at promoting employee support and…
Added 1 hour ago
A
Product Owner - Asset Management, Temporary
Aviso
Toronto, ON
- Full-time
…leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who…
Added 1 hour ago
OC
Agent de liaison médicale, Néphrologie / Medical Science Liaison, Nephrology
Otsuka Canada Pharmaceutical Inc.
Canada
- Full-time
Added 1 hour ago
H
National Senior Manager, Enterprise Employee Relations
Hays
Mississauga, ON
- $134,000 to $176,000 CAD / year
- Full-time
This is an excellent opportunity for a senior Employee Relations professional who enjoys acting as a trusted advisor to leaders, navigating complex workplace matters, and developing…
Added 1 hour ago
RB
Financial Advisor Intern
Royal Bank of Canada
BC · RICHMOND, British Columbia
- Full-time
As an RBC Financial Advisor, you attract, nurture, and grow relationships with our high-value personal and small business clients, by adding value in the moments that matter to them. You…

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

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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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