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Added 14 mins ago
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Engagement Manager
Straive
Calgary, AB
- Full-time
Straive is a global leader in enterprise-grade Data Analytics and AI solutions, committed to empowering businesses across various industries with cutting-edge technology and expert…
Added 29 mins ago
BO
Senior Product Manager, Corporate and Structured Lending
Bank of China (Canada)
Toronto, ON
- Full-time
Strong ability to assess corporate financial needs and develop strategic, client-focused financing solutions.
Added 44 mins ago
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Data & AI Transformation Director
PwC
Toronto, ON
- Full-time
At PwC, our people in integration and platform architecture focus on designing and implementing seamless integration solutions and robust platform architectures for clients. They enable…
Added 44 mins ago
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Vendor Manager II
TD
Toronto, ON
- Full-time
Support Lead VMOs in consolidating an enterprise view of the relationship with the Third Party in support of the Accountable Executive
Added 59 mins ago
PL
Senior Researcher (Remote)
Pulse Labs AI, Inc.
Remote, Canada
- Remote
Deliverable Creation & Storytelling: Translate complex data into compelling, client-ready formats, including executive summaries, scorecards, slide decks, and detailed analytical reports…
Added 59 mins ago
MN
Vice President, Professional Services
March Networks
Remote, Canada
- Full-time
- Remote
…end-to-end post-sales services organization for the Smart Security Solutions LOB (March Networks and Vivotek), including Professional Services, Technical Support, Network Operations Center…
Added 59 mins ago
FC
Product Owner, Wealth Digital Experience
Fidelity Canada
Vancouver, BC · Mississauga, ON · Toronto, ON
- Full-time
Ability to understand client, advisor, and business needs and translate strategic objectives into action.
Added 59 mins ago
K
Marketing Manager, Global Marketing, Consulting (24 Month Secondment/Fixed Term Contract)
KPMG
ON · Toronto, Ontario
- Full-time
…Audit and Advisory to ensure KPMG can provide the best possible solutions to the marketplace. Our focus is on strengthening client relationships, supporting business growth, and reinforcing…
Added 1 hour ago
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National Accounts Director
OPENLANE
Brampton, ON
- $100,000 to $125,000 CAD / year
- Full-time
Solutions-Oriented Problem Solver: You thrive on resolving complex corporate client bottlenecks, proactively addressing operational vulnerabilities before they impact customer health.
Added 1 hour ago
TI
Executive Assistant
TalentMinded Inc.
New Westminster, BC
- Full-time
Reporting to a senior executive, our client is hiring an Executive Assistant to provide high-level executive support in a highly visible role. As our new Executive Assistant, you will act…
Added 1 hour ago
Principal Strategic Deal Maker- Sales Executive
Capgemini
Mississauga, ON
…focused on defining and deriving value Smart Meter and Smart Grid…
Added 1 hour ago
WC
Business Development Representative (2026-397-CP)
WoodGreen Community Services
Toronto, ON
- Contract
…frontline member of WoodGreen’s Corporate Engagement and Workforce Solutions Team. We are seeking candidates with experience in Business to Business(B2B), Software as a Service (B2B SaaS),…
Added 1 hour ago
WC
Business Development Representative (2026-402-CP)
WoodGreen Community Services
Toronto, ON
- Contract
…frontline member of WoodGreen’s Corporate Engagement and Workforce Solutions Team. We are seeking candidates with experience in Business to Business(B2B), Software as a Service (B2B SaaS),…
Added 1 hour ago
MN
Vice President, Professional Services
March Networks
Ottawa, ON
- Full-time
…end-to-end post-sales services organization for the Smart Security Solutions LOB (March Networks and Vivotek), including Professional Services, Technical Support, Network Operations Center…
Added 1 hour ago
T
Data Scientist II
TD
Toronto, ON · Montreal, QC
- Full-time
…teams to translate business challenges into scalable analytical…
Added 1 hour ago
TI
Senior Product Manager
Teckhorizon Inc
Toronto, ON
- Contract
Our client is seeking a Senior Product Manager to lead product planning, strategy, development, and delivery throughout the product lifecycle. The role requires extensive experience…
Added 1 hour ago
C
People Change Management & Communications Co-op
CIBC
Toronto, ON
- Full-time
…projects of the CIBC Contact Centre. These projects will deliver client experience improvements, productivity benefits, and resiliency for the Contact Centre via digitization,…
Added 2 hours ago
K
Vice President, Technology Enablement
Klick
Toronto, ON
- Full-time
…design, build, and operate scalable, secure, and compliant solutions across web, CRM, data, and marketing technologies. By partnering closely with Strategy, Creative, and Client Services,…
Added 2 hours ago
J
Senior Vice President, Capital Markets, Investments & Project Finance - DG Solar Company
J&T
Toronto, ON
- Full-time
Our client is a fast-growing developer, owner and operator of community solar, distributed generation and energy storage assets in the US. They are hiring a Senior Vice President to lead…
Added 2 hours ago
IP
Upholsterer
IQ PARTNERS
Vaughan, ON
- Full-time
Our client is in need of an experienced Upholsterer.
Added 2 hours ago
MT
Clinical Manager, Youth Mental Health
MediFlex Talent Solutions
Belleville, ON
- Full-time
…substance use and housing needs. You report straight to the Executive Director, sit on a leadership team of four, and have a clinical consultant beside you carrying clinical supervision so…
Added 2 hours ago
E
Senior Engagement Manager
EXL
Canada
- Full-time
Present differentiated solutions to executive stakeholders and guide opportunities from qualification through closure and transition to delivery.
Added 2 hours ago
R
Associate - Administration
RPIA
Toronto, ON
- Full-time
We are currently seeking a full-time permanent Administrative Associate to join our Administration & Solutions team.
Added 3 hours ago
G
Schedule Manager
GagaMuller
Merritt, BC
- Full-time
With a market-leading client base and the opportunity to take the lead on strategic commissions and high-profile projects, this is an exciting time to join the business unit and grow a…
Added 3 hours ago
K
Vice President, Technology Enablement
Klick
Toronto, ON
- Full-time
…design, build, and operate scalable, secure, and compliant solutions across web, CRM, data, and marketing technologies. By partnering closely with Strategy, Creative, and Client Services,…

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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