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Added 6 mins ago
ES
Senior Manager PA and DPM - 12 Months Contract- Express Scripts Canada
Express Scripts Canada
Mississauga, ON
- Full-time
This position carries accountability for service delivery and SLA performance while driving transformative and sustainable initiatives aimed at improving client-facing service offering and…
Added 6 mins ago
H&
Experienced Esthetician
Hand & Stone - Mississauga - Derry & Dixie
Mississauga, ON
- $18 to $30 CAD / hour
- Full-time
If you are a passionate and experienced Esthetician looking to service clients and lead a team to drive the success of our Esthetics department, we would love to hear from you.
Added 20 mins ago
FH
Senior Indigenous Cultural Advisor
Fraser Health Authority
Pitt Meadows, BC
- $35.36 to $50.83 CAD / hour
- Full-time
The Senior Indigenous Cultural Advisor provides leadership and guidance to the Indigenous Cultural Advisor team by ensuring Indigenous perspectives, knowledge, and approaches to wellness…
Added 20 mins ago
A
Production Manager - ACX AutoLux
AutoCanada
Montreal, QC
- Other
En tant que gestionnaire de production, vous jouerez un rôle crucial dans l’expérience client en facilitant l’achèvement des travaux nécessaires afin que les clients puissent retrouver…
Added 20 mins ago
FH
Medical Office Assistant/Receptionist, Urgent Primary Care Centre - Chilliwack
Fraser Health Authority
Chilliwack, BC
- $27.26 to $29.16 CAD / hour
- Other
Reporting to the Manager, Clinical Operations or designate, this position provides administrative day-to-day support to the Urgent Primary Care Centre (�UPCC� or �Centre�), and as the first…
Added 20 mins ago
BD
63-Keyholder | Part Time
Bath Depot
Oshawa, ON
- Part-time
Do you thrive on reaching sales targets and take pride in delivering exceptional customer service while building lasting client relationships?
Added 20 mins ago
FH
Senior Indigenous Cultural Advisor
Fraser Health Authority
New Westminster, BC
- $35.36 to $50.83 CAD / hour
- Full-time
The Senior Indigenous Cultural Advisor provides leadership and guidance to the Indigenous Cultural Advisor team by ensuring Indigenous perspectives, knowledge, and approaches to wellness…
Added 20 mins ago
SI
Dietary Aide
Shannex Incorporated
Halifax, NS
- Full-time
We are searching for a Dietary Aide to join our Arborstone Enhanced Care team based in Halifax, NS.
Added 20 mins ago
WI
Commercial Manager
WSP in Canada
Toronto, ON
- Full-time
Join WSP as a Commercial Manager and help enable the successful delivery of projects across our business. In this role, you'll be a trusted partner to Project Managers, Project Controls,…
Added 20 mins ago
SH
Retail Sales Associate
Sunglass Hut
Nanaimo, BC
- Part-time
Manage complex customer service situations by applying a high touch level of assistance to VIP clientele on a regular basis and in turn ensure VIP clientele retention
Added 20 mins ago
T
Senior Network Security Administrator
Tangerine
Toronto, ON
- Full-time
Reporting to the Manager, Network Security & Systems, you are a key member of the Network and Delivery Services Team to support on prem and cloud hybrid environments. In addition, you are…
Added 20 mins ago
YB
Director, Information Technology
YWCA BC
Vancouver, BC
- Full-time
Direct reports: Senior IT Systems Manager, plus additional technical staff as required
Added 20 mins ago
SR
Senior Payroll Specialist
Swim Recruiting
Burnaby, BC
- $75,000 to $90,000 CAD / year
- Full-time
On behalf of our client, SWIM is seeking a new Senior Payroll Specialist. This new employee will report directly into the Senior Manager, Accounting & Finance and will work alongside other…
Added 20 mins ago
GO
Associate Director, Economic & Resource Policy
Government of Alberta
AB · Edmonton, AB
- Full-time
Agility – Despite any challenges that arise and may hamper the ability of your team, you will continue to move your businesses forward in a way that ensures excellent customer service is…
Added 20 mins ago
AS
Estimator, Camp Services
ATCO Structures
Calgary, AB
- Full-time
…Commercial, Indigenous Relations, and the broader Structures team, you will translate client requirements and operating assumptions into comprehensive cost models, pricing schedules, and…
Added 35 mins ago
Landscape Maintenance (OKV) Field Manager
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Kelowna, BC
At Horizon Contracting Group, great landscapes start with great teams. We’re looking for an experienced Field Manager to lead our landscape maintenance teams, ensuring our crews have the…
Added 35 mins ago
Shelter Resource Worker
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The Shelter Resource Worker (SRW) reports to the Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society, including following Lookout’s…
Added 36 mins ago
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Assistant Store Manager Fresh Full Time Day Greenlight Requisition
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- Full-time
Reporting to the Store Manager, the Assistant Store Manager will provide excellence in customer service. Demonstrate leadership by managing employees and effectively planning.
Added 50 mins ago
KC
Superintendent
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- Full-time
As part of our Construction Management Team, our Site Superintendents work under limited supervision with a Project Manager (PM) and Consultants to complete quality construction projects…
Added 50 mins ago
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Manager I, Account Management, Eats SMB
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Toronto, ON
- Full-time
…conditions. As an Account Management Lead for the Eats SMB team, you will build and lead high-performing teams in an environment where the answers aren’t always clear and the stakes for our…
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JRoss Hospitality Recruiters
BC · British Columbia, Canada
- Full-time
Great events don’t happen by accident. They come together through strong leadership, sharp organization, thoughtful service, and a team that knows how to anticipate what clients need before…
Added 50 mins ago
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Senior Manager- Clean Economy
Deloitte
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
Initially, through interaction with clients and the client service teams, you will be involved with consulting and preparing claims related to the Clean Economy ITCs. As these ITCs are…
Added 50 mins ago
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Assistant Store Manager - Off Price
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AB · Edmonton, AB
- Full-time
…for you! As a mission-integrated, non-profit enterprise, our client’s purpose is to build loyalty with their employees, customers, and the communities they serve. Each store has its own…
Added 50 mins ago
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District Manager – Northern Alberta and Saskatchewan
Linde
AB · Edmonton, AB
- Full-time
District Manager – Northern Alberta and Saskatchewan (temps plein)
Added 50 mins ago
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Senior Manager- Clean Economy
Deloitte
Fredericton, NB
- Full-time
Initially, through interaction with clients and the client service teams, you will be involved with consulting and preparing claims related to the Clean Economy ITCs. As these ITCs are…

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

Apply About employer

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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.

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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