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Added 12 mins ago
P&
Business Analyst
Parrish & Heimbecker, Limited
Winnipeg, MB
- Full-time
We are seeking a Business Analyst to join our corporate team. This role is responsible for working with subject matter experts to illicit and document requirements aimed at improving…
Added 12 mins ago
P&
Project Manager
Parrish & Heimbecker, Limited
Winnipeg, MB
- Full-time
We are seeking a Project Manager to join our Corporate team in Winnipeg, Manitoba. This role is responsible for managing the delivery of projects across P&H divisions. The selected…
Added 12 mins ago
MI
Associate, Genesis, Portfolio Operations
MUFG Investor Services
Halifax, NS
- Full-time
…exchange overlay, corporate and regulatory services, custody, business consulting, and more. Operating from 17 locations worldwide, we help clients mitigate risk, enhance efficiency, and…
Added 12 mins ago
T
AI Platform - B2B Sales Manager
TP
Toronto, ON
- Full-time
Job Overview: As an Operations Manager, you will play a pivotal role in overseeing and managing a group of Cluster leads or clusters within our organization. Your responsibility is to…
Added 12 mins ago
MP
U SPORTS Winter Intern
M2 Partners
Toronto, ON
- Full-time
…people, process, data, technology, and AI to drive measurable business outcomes, with core solution areas in marketing automation, data management, insights and analytics, and content and…
Added 12 mins ago
GW
Events Coordinator
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Toronto, ON
- $55,000 to $68,000 CAD / year
- Full-time
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Added 12 mins ago
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Data Steward (BAC42D7)
Referment
Montreal, QC
- Full-time
This could suit a data steward, data governance analyst, business analyst or data-quality specialist from a bank, asset manager or market-data provider who wants to work closer to AI-driven…
Added 12 mins ago
VR
Director, Corporate Partnerships
Vancouver Rise FC
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
…organization, working closely with Finance, Marketing, Legal, Business Intelligence, Ticketing Sales & Service, Community & Social Impact, People & Culture, and…
Added 13 mins ago
T
Financial Crimes Risk Management Associate
TD
Toronto, ON
- Full-time
…job-related knowledge, geographic location, and other specific business and organizational…
Added 13 mins ago
SL
Conseiller/Conseillère stagiaire, Programme de perfectionnement du conseiller -Perspectives d'avenir/Advisor Trainee- Advisor Development Program -Future Opportunities
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Levis, QC · Quebec, QC · Trois-Rivières, QC
- Full-time
…development. This experience will help you build your confidence and business acumen, establishing a solid foundation for your future success as an…
Added 13 mins ago
SL
Senior Manager, Quality Assurance and Financial Crime Operations – Canada
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Toronto, ON · Sun Life Toronto One York
- Full-time
The Senior Manager, Quality Assurance and Financial Crime Operations is a senior individual contributor role within Canada Financial Crime Compliance, reporting to the Director, Financial…
Added 13 mins ago
Clerk II (Accounts Payable)
Region of Waterloo
Kitchener, ON
Added 13 mins ago
Fire Chief
The Corporation of The City of St. Thomas
St. Thomas, ON
Under the general direction of the City Manager, the Fire Chief is responsible for the strategic leadership, administration, and operational oversight of the Fire Department, including the…
Added 13 mins ago
Builder Project Sales Manager - Home Appliance / Single Family
Human Resources
Toronto, ON
…projectors, computer monitors and laptops, to cutting-edge business solutions in IT, digital signage, and HVAC, we’re driven by one simple idea: to make Life…
Added 13 mins ago
Executive Receptionist
State Window Corporation
Vaughan, ON
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Added 13 mins ago
Manager, Strategic Partnerships & Growth
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Added 13 mins ago
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Senior Engagement Manager
EXL
Canada
- Full-time
…including data engineering, data management, cloud data platforms, business intelligence, advanced analytics, machine learning, generative AI, deployment, governance, and…
Added 13 mins ago
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Senior Manager, Product Positioning
CIBC
Toronto, ON
- Full-time
…job-related knowledge, as well as geographic location and specific business needs. Our compensation philosophy supports ongoing growth and development, enabling progression within the…
Added 13 mins ago
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Manager, Product Positioning, Mutual Funds
CIBC
Toronto, ON
- Full-time
…job-related knowledge, as well as geographic location and specific business needs. Our compensation philosophy supports ongoing growth and development, enabling progression within the…
Added 27 mins ago
BF
Senior Manager, Digital and Customer Applications
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BC · British Columbia, Canada
- Full-time
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Added 28 mins ago
BE
Office Administrator
BGC Engineering
Calgary, AB
- Full-time
…teammates across BGC. You will report to the Calgary Office Manager and Calgary’s Administrative Team Lead, and will be working in a fast-paced, dynamic consulting environment alongside our…
Added 28 mins ago
B
Finance Manager
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Markham, ON
- Full-time
Finance Manager is accountable for financial reporting, financial planning and analysis, process development and internal control adherence for a large CBG. The candidate should have a…
Added 42 mins ago
LE
Builder Project Sales Manager - Home Appliance / Single Family Builder
LG Electronics Canada
Toronto, ON · North York, ON
- Full-time
…projectors, computer monitors and laptops, to cutting-edge business solutions in IT, digital signage, and HVAC, we’re driven by one simple idea: to make Life…
Added 42 mins ago
S
Senior Manager, Quality Assurance and Financial Crime Operations – Canada
Sunlife
Toronto, ON
- Full-time
The Senior Manager, Quality Assurance and Financial Crime Operations is a senior individual contributor role within Canada Financial Crime Compliance, reporting to the Director, Financial…
Added 42 mins ago
AT
Senior Account Manager
AOT Technologies
Canada
- Full-time
AOT Technologies is seeking a Senior Account Manager to join our team and own a portfolio of client accounts and run each one like your own business, with room to grow as we do.

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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