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Senior Manager
Visa
Toronto, ON
- Full-time
Serve as a senior operational and technical advisor for Sponsor Banks and their fintech portfolios
Added 16 mins ago
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Financial Advisor Intern
RBC
Richmond, BC
- 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…
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Banking Advisor - East York, Scarborough (English and Mandarin/Cantonese or Greek Speaking)
RBC
Toronto, ON
- Full-time
Focus on client education and demonstration, leveraging technology to deliver a memorable client experience, drive sales, and retain business
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Client Advisor
RBC
St. John's, NL
- Part-time
…individual needs. You will champion the RBC brand and drive business by supporting new client acquisition and deepening existing relationships. If you have the self-motivation to deliver…
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Associate
RBC
Kamloops, BC
- Full-time
…coordinating with various departments and Portfolio Manager/Investment Advisor for execution, where…
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Project Specialist, Corridor Maintenance
Trans Mountain
Kamloops, BC
…required, including occasional travel and work outside regular business…
Added 16 mins ago
ScotiaMcLeod Administrative Associate, Laval
Scotiabank
Laval, QC
Support the growth of the business by managing tracking reports for Wealth Advisor to review targets, recommendations, and financial plans/concepts
Added 31 mins ago
NB
Banking Advisor
National Bank of Canada
Red Deer, AB
- Full-time
A career as a Banking Advisor at National Bank is a varied role that allows you to live your ambitions and have a positive impact on your own life as well as the lives of your clients and…
Added 31 mins ago
C
Vice President, Sales & Marketing
CYBERWELL
ON · Ontario, Canada
- Full-time
…matters: Cybersecurity isn't just a technical issue - it’s a business imperative. From compliance and operational uptime to reputation and trust, we help organizations protect what matters…
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AS
UI/UX Engineer
Axelon Services Corporation
Toronto, ON
- $74 to $78 USD / hour
- Contract
Resolve high-impact problems through in-depth evaluation of complex business and system processes.
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NB
Banking Advisor
National Bank of Canada
Courtenay, BC
- Full-time
A career as a Banking Advisor at National Bank is a varied role that allows you to live your ambitions and have a positive impact on your own life as well as the lives of your clients and…
Added 31 mins ago
NB
conseiller Bancaire
National Bank of Canada
Montreal, QC
- Full-time
A career as a Banking Advisor at National Bank is a varied role that allows you to live your ambitions and have a positive impact on your own life as well as the lives of your clients and…
Added 31 mins ago
NB
BANKING ADVISOR
National Bank of Canada
Lorraine, QC
- Full-time
A career as a Banking Advisor at National Bank is a varied role that allows you to live your ambitions and have a positive impact on your own life as well as the lives of your clients and…
Added 31 mins ago
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System Configuration Specialist / Spécialiste en configuration de systèmes (CS002)
Potenco
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Act as a technical subject matter expert and advisor for critical systems.
Added 31 mins ago
NB
Technical Advisor
National Bank of Canada
Montreal, QC
- Full-time
A career as a Technical Advisor in the Registration Department team at National Bank means acting as a specialist in regulatory requirements. It is through your data analysis and knowledge…
Added 31 mins ago
KA Foreman, Operations
Pembina Pipeline Corporation
Whitecourt, AB
…an oil and natural gas liquids infrastructure and logistics business. Our operations along the hydrocarbon value chain allow us to offer a full state of midstream and marketing services to…
Added 31 mins ago
K3 Foreman, Operations
Pembina Pipeline Corporation
Whitecourt, AB
…an oil and natural gas liquids infrastructure and logistics business. Our operations along the hydrocarbon value chain allow us to offer a full state of midstream and marketing services to…
Added 31 mins ago
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Advisor, Securities
Desjardins
Hawkesbury, ON · Gatineau, QC
- Full-time
As an investment assistant, you help serve, prospect for, solicit, and develop and maintain business relationships with members and clients. You help sell securities products and services…
Added 31 mins ago
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Advisor, Management information
Desjardins
Levis, QC · Montreal, QC
- Full-time
As a management information advisor, you help extract data and produce reports and indicators for the organization by developing and administering information systems. You analyze and adapt…
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Product Owner, Product management
Desjardins
Montreal, QC · Complexe Desjardins Montréal
- Full-time
…work in close collaboration with the project developer and business analyst to ensure the solution meets user needs and that the project’s expected benefits are delivered. You will manage…
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Sr. Financial Advisor CIRO-ID (Urban)
CIBC
Toronto, ON
- Full-time
…providing exceptional client service. As a Senior Financial Advisor in the Imperial Service Team, you’ll expertly deliver on CIBC’s Imperial Service approach, taking responsibility for a…
Added 31 mins ago
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People Change Management & Communications Co-op
CIBC
Toronto, ON
- Full-time
Strategic Consulting - You will act as a trusted advisor to senior leaders, providing insights and recommendations on how to manage the people side of change. You will synthesize complex…
Added 31 mins ago
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Regional Vice President, Personal Banking, Toronto East & Pickering
BMO
Toronto, ON
- Full-time
Acts as a trusted advisor to senior leaders for making business decisions and implementing strategic initiatives.
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COORDINATOR, OPERATIONS SUPPORTS - ADVISORY SERVICES (Temporary, 6 months)
BDC
Montreal, QC
- Full-time
…assigned projects and support the operational needs of your business partners. Process additional tasks as distributed amongst the team to balance workloads and meet peak demands.…
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Senior Manager, People Analytics & HR Technology
Aliaxis
Canada
- Full-time
…will set direction across these teams and serve as a trusted advisor to senior HR and business…

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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