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Added 9 mins ago
BF
Senior Manager, Digital and Customer Applications
BC Ferries
BC · British Columbia, Canada
- Full-time
As our vessels and terminals become increasingly connected, and we adopt modern platforms powered by advanced analytics and artificial intelligence, we’re looking for forward-thinking…
Added 9 mins ago
CO
Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
…integration solution development, project execution, reporting and analytics, and information management practices. The role serves as a key liaison between Information Technology and…
Added 9 mins ago
T
Data Analyst - FTT
TransLink
Vancouver, BC · Greater Vancouver, BC
- $8,236 to $9,896 CAD / month
- Temporary
Added 9 mins ago
CO
Manager Policy and Risk Management
City of Saint John
Saint John, NB
- Full-time
Added 9 mins ago
TA
Agentic AI Architect
Tiger Analytics
Canada
- Full-time
Tiger Analytics is looking for experienced Agentic AI Architect with Gen AI experience to join our fast-growing advanced analytics consulting firm. Our employees bring deep expertise in…
Added 9 mins ago
M
Sales Leader
Manulife
Toronto, ON
- Full-time
Added 9 mins ago
EB
Senior Financial Analyst, Financial Data & Systems
EQ Bank | Canada's Challenger Bank
Toronto, ON
- Full-time
…Canada. The Senior Financial Analyst will use his or her data analytics skill to maintain key financial databases and models to develop scheduled and ad hoc reports that drive key…
Added 9 mins ago
Intern - Strategic Sourcing & Third-Party Management , Winter 2027
EQ Bank | Canada's Challenger Bank
Toronto, ON
…Management, Vendor Governance, Business Process Improvement, Data Analytics, and the practical application of Artificial Intelligence within a regulated financial services…
Added 9 mins ago
K
Marketing Manager
Kiocafe
Toronto, ON
- Full-time
Added 9 mins ago
K
Global Human Resources Manager
Kiocafe
Toronto, ON
- Full-time
Added 9 mins ago
HM
Buyer, Digital Investment & Activation
Horizon Media
Toronto, ON
- Full-time
Added 24 mins ago
GT
Senior Business Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $70 to $72 CAD / hour
- Contract
Added 24 mins ago
GT
MS SQL Database Administrator
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $65 to $75 CAD / hour
- Contract
Added 24 mins ago
A
Senior QA – Backend Automation & Data Testing
Acunor
ON · Ontario, Canada
- Contract
Added 24 mins ago
ET
Manager Marketing & Communications
E2IP TECHNOLOGIES
Montreal, QC
- Full-time
Oversee the marketing platforms and tools, including Pardot, the CRM, analytics, social media, and web platforms, so access and continuity are always in place
Added 24 mins ago
EB
Senior Financial Analyst, Financial Data & Systems
EQ Bank
Toronto, ON
- Full-time
…Canada. The Senior Financial Analyst will use his or her data analytics skill to maintain key financial databases and models to develop scheduled and ad hoc reports that drive key…
Added 24 mins ago
G
Schedule Manager
GagaMuller
Merritt, BC
- Full-time
Added 24 mins ago
GT
Coupa Administrator/Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $50 to $60 CAD / hour
- Contract
Added 24 mins ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Reporting to the Vice President, Corporate Services & Chief Financial Officer, the Manager, Finance, Performance and Analytics supports the hospital's strategic objectives, performance…
Added 24 mins ago
IG
Data Analyst
Insight Global
Vancouver, BC
- $38 to $42 CAD / hour
- Contract
· 2+ years of experience as a Data Analyst, Digital Analyst, or similar analytics-focused role.
Added 24 mins ago
T
Senior Consultant, ML/AI Engineer, Data & AI
Toast
Vancouver, BC
- $77,000 to $102,000 USD / year
- Full-time
…In this hands-on, client-facing role, you will turn advanced analytics, ML, and GenAI use cases into secure, production-ready solutions across on-prem and cloud environments, with a focus…
Added 24 mins ago
CM
Senior Advisor, Zero Emissions
Coast Mountain Bus Company
Vancouver, BC · Greater Vancouver, BC
- $91,840 to $137,760 CAD / year
- Full-time
Added 24 mins ago
AP
Manager, Data Analytics and Reporting
Alexion Pharmaceuticals, Inc.
Mississauga, ON
- Full-time
The Manager, Analytics & Reporting will lead the creation of trusted, scalable analytics and reporting that power the US Commercial business across Specialty Pharmacy, Specialty Infusion…
Added 24 mins ago
WC
Senior Manager, Program Management
Walmart Canada
Mississauga, ON
- Full-time
Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.
Added 24 mins ago
BR
Java Software Engineer
Benchmark Recruitment
Vancouver, BC · Greater Vancouver Metropolitan Area
- Contract

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

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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.

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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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