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Added 7 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
Act as a trusted advisor to key public and private sector clients, maintaining and expanding long-term client relationships.
Added 7 mins ago
A
Director, Energy Advisory
AECOM
Calgary, AB
- Full-time
…clients across the energy and utilities sector. The role combines client leadership, business development, management consulting, energy-sector expertise, and engagement delivery, helping…
Added 7 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 7 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 7 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 7 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 22 mins ago
BG
Représentant·e pièces et service | Heavy Equipment Parts & Service Advisor (CSA)
Brandt Group of Companies
Laval, QC
- Full-time
Brandt est une entreprise privée et familiale, guidée par le client. Notre solidité repose sur la diversification de nos activités et notre succès sur la spécialisation de nos expertises.…
Added 22 mins ago
BG
Représentante des ventes d’équipements lourds – Division de la location | Heavy Duty Equipment Sales Representative - Rentals Division
Brandt Group of Companies
Laval, QC
- Full-time
Brandt est une entreprise privée et familiale, guidée par le client. Notre solidité repose sur la diversification de nos activités et notre succès sur la spécialisation de nos expertises.…
Added 22 mins ago
EN
Export Advisor – Lower Mainland
Export Navigator
Vancouver, BC
- Full-time
Community Futures BC is now accepting applications for an Export Advisor. This contract position will be responsible for increasing visibility and awareness of the Export Navigator Program…
Added 22 mins ago
R
Client Advisor - Brampton (Bilingual: Arabic, Tagalog)
RBC
Brampton, ON
- Full-time
As the first point of contact at RBC retail banking locations, Client Advisor is responsible for assisting members of our community who walk into our branches. Using hospitality-like skills…
Added 22 mins ago
RD
Associate
RBC Dominion Securities
Kamloops, BC
- Full-time
Provide a proactive client experience with a focus on problem resolution and attention to detail while coordinating with various departments and Portfolio Manager/Investment Advisor for…
Added 22 mins ago
RD
Associate
RBC Dominion Securities
BC · West Vancouver, BC
- Full-time
You will provide quality client service and help deepen relationships with existing clients through ongoing, efficient support to both clients and the Advisor Team.
Added 22 mins ago
RD
Assistant Branch Operations Manager
RBC Dominion Securities
Toronto, ON
- Full-time
…and administrative support to the Branch Management Team and Advisor teams. In addition to managing client account activities and ensuring compliance standards are met, the Assistant Branch…
Added 22 mins ago
HM
Investment Operations Associate
Hunter Mercantile
Toronto, ON
- $65,000 to $75,000 CAD / year
- Full-time
Our client, a well-established portfolio management firm, is seeking an Investment Operations Associate to serve as the operational backbone for a high-performing wealth management practice.
Added 22 mins ago
R
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 22 mins ago
R
Client Advisor - Brampton & Mississauga (Bilingual: Mandarin, Cantonese, Arabic, Tagalog)
RBC
Mississauga, ON
- Full-time
Client Advisor - Mississauga (Bilingual Mandarin/ Cantonese, Arabic, Tagalog)
Added 37 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 52 mins ago
BG
Technicien·ne d’équipement lourd | Service Technician - Shop
Brandt Group of Companies
Lac-des-Écorces, QC
- Full-time
Brandt est une entreprise privée et familiale, guidée par le client. Notre solidité repose sur la diversification de nos activités et notre succès sur la spécialisation de nos expertises.…
Added 52 mins ago
BG
Représentant·e pièces et service | Customer Product Support Advisor
Brandt Group of Companies
Saint-Augustin-de-Desmaures, QC
- Full-time
Brandt est une entreprise privée et familiale, guidée par le client. Notre solidité repose sur la diversification de nos activités et notre succès sur la spécialisation de nos expertises.…
Added 53 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 53 mins ago
S
Paid Services Beauty Advisor II - Part Time
Sephora
London, ON
- Part-time
The Paid Service Beauty Advisor is a certified beauty services expert who delivers personalized, paid beauty services within the Beauty Studio while creating an inclusive, elevated client…
Added 53 mins ago
S
Services Lead, Stores - Full Time
Sephora
Vancouver, BC
- $22.85 to $28.55 CAD / hour
- Full-time
…team execute Sephora’s selling model and provide outstanding client service so that the store achieves and exceeds company objectives. In addition, you…
Added 53 mins ago
Territory Account Manager V
Insight Enterprises, Inc.
Montreal, QC
…commerce, des formations en vente, des formations au service client ou à l'industrie informatique sont…
Added 53 mins ago
Services and Solutions - Sales Executive
Insight Enterprises, Inc.
Toronto, ON
Trusted advisor approach with client executives and the ability to build long-term relationships.
Added 1 hour ago
A
Product Owner - Asset Management, Temporary
Aviso
Toronto, ON
- Full-time
We are looking to fill an opening for a Product Owner to join the Client Experience, Marketing, and Communications (CXMC) team for 12 months.

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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