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Added 7 mins ago
PC
Project Technologist
Pinchin Canada
Mississauga, ON
- Full-time
Current employees are encouraged to speak with their HR Advisor for information on the application process.
Added 7 mins ago
PC
Project Technologist
Pinchin Canada
Richmond, BC
- Full-time
Current employees are encouraged to speak with their HR Advisor for information on the application process.
Added 7 mins ago
NA
Director, Organizational Development Services
Northern Alberta Institute of Technology
St. Catharines, ON · Main Campus
- Full-time
…shape the future of education and make a real impact in our…
Added 7 mins ago
UO
Assistant Professor (Tenure Track) and Canada Research Chair Tier 2 in Cancer Immunology
University of Alberta
Edmonton, AB
- Full-time
Added 7 mins ago
R
Client Advisor
RBC
Winnipeg, MB
- Part-time
…a great career with us as a future Account Manager/Banking…
Added 7 mins ago
R
Associate
RBC
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 7 mins ago
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Director, Real Estate
RBC
Vancouver, BC
- Full-time
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Assistant Branch Operations Manager
RBC
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 23 mins ago
MG
Indigenous Workforce Development Coordinator
Mikisew Group
Fort McMurray, AB
- Full-time
Acting as a trusted advisor and connector, ensuring members are referred to appropriate roles, training, or mentorship programs.
Added 23 mins ago
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Communications Advisor
TC Energy
Calgary, AB
- Full-time
Reporting to the Senior Manager of Canadian Business Communications, the Communications Advisor will focus primarily on internal communications that help employees connect their work to…
Added 23 mins ago
YU
Systems Administrator
Yorkville University
Toronto, ON
- Full-time
Our community is vibrant and diverse. Many of our learners are adults balancing education with careers and personal commitments. Every member of our team - whether in teaching, operations,…
Added 23 mins ago
D
Personal Finance Advisor
Desjardins
Levis, QC · Caisse Desjardins de la Chaudière
- Full-time
As a personal finance advisor, you’re responsible for developing and maintaining lasting and trusting business relationships with members and clients, to ensure they’re satisfied. Your role…
Added 23 mins ago
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Wealth Management Advisor
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- Full-time
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Added 23 mins ago
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Added 23 mins ago
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Added 38 mins ago
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Added 38 mins ago
UO
Enrolment Services Advisor (Recurring Part-time)
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Added 38 mins ago
UO
Enrolment Services Advisor
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Calgary, AB
- Full-time
The Enrolment Services Team in the Office of the Registrar is currently seeking a Full-time Regular Enrolment Services Advisor.
Added 38 mins ago
UO
Assistant Professor (Tenure Track) and Canada Research Chair Tier 2 in Cancer Immunology
University of Alberta
AB · Edmonton, AB
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Added 38 mins ago
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Ottawa, ON
- Full-time
Reporting to the Director, Advancement Services, the Philanthropic Engagement Advisor provides specialized professional expertise and advice in support of the College's fundraising…
Added 38 mins ago
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Lead Software Engineer, Full-Stack Applications - AI Fluent
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Toronto, ON
- $180,000 to $220,000 CAD / year
- Full-time
…managers, analysts, and senior stakeholders as a trusted technical advisor, mentor engineers across teams, facilitate technical discussions, and foster a culture of experimentation,…
Added 53 mins ago
MS
Total Rewards Specialist
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- Full-time
Act as a trusted advisor to HR Business Partners and leaders on total reward decisions, policies, and best practices.
Added 53 mins ago
RB
Banking Advisor
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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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