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Added 13 mins ago
R
Assistant Branch Manager
RBC
Winnipeg, MB
- Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team…
Added 13 mins ago
JS
Material Handler
JFE Shoji Power Canada Inc.
Burlington, ON
- Full-time
At JFE Shoji Power Canada, we are more than just a company - we are a community that embraces safety. We have a proactive safety attitude where every team member is empowered to care for…
Added 13 mins ago
FF
Guest Experience Associate | Formula Fig Midtown
Formula Fig
Toronto, ON
- Part-time
Founded in 2019 by Jessica Walsh and Anita Chan, Formula Fig is an innovative service meets retail skincare brand dedicated to providing exceptional skincare experiences and innovative…
Added 13 mins ago
A
Allocations Coordinator - NAM
ARC'TERYX
North Vancouver, BC
- Full-time
You have 1+ year in a Customer Service, Retail Management, or Allocations role
Added 13 mins ago
K
Assistant Store Manager - McArthurGlen
Knix
Richmond, BC
- Full-time
…and developing people energizes you! Working with your Store Manager, you empower Key Leads, and Sales Associates to grow, perform, and succeed together. At your core, you’re a resilient,…
Added 13 mins ago
C
Nurse Practitioner - Gender Affirming Health Clinic
CMHA
ON · Aurora, ON
- Full-time
…professional who is interested in supporting clients in the community who are experiencing significant challenges with activities of daily living, and functioning across all domains, then…
Added 13 mins ago
UO
Programmer Analyst II
University of British Columbia
Vancouver, BC · UBCV | The Leonard S. Klinck Building (LSK)
- $8,810.92 to $13,202.5 CAD / month
- Full-time
OCIO | Enterprise Automation and Service Delivery
Added 13 mins ago
UO
Programmer Analyst II
University of British Columbia
Vancouver, BC · UBCV | The Leonard S. Klinck Building (LSK)
- $8,810.92 to $13,202.5 CAD / month
- Full-time
OCIO | Enterprise Automation and Service Delivery
Added 13 mins ago
SS
Resident Engagement Manager
Sienna Senior Living
Streetsville, ON
- Full-time
…in bringing our core values of positivity, accountability, community, and caring to life. In this capacity, the Resident Engagement Manager plays a crucial role. Through leadership…
Added 13 mins ago
SS
Resident Engagement Manager
Sienna Senior Living
Barrie, ON
- Full-time
…in bringing our core values of positivity, accountability, community, and caring to life. In this capacity, the Resident Engagement Manager plays a crucial role. Through leadership…
Added 13 mins ago
TS
Laundry Aide-1
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Meighen Health Centre- Manor
- Part-time
…needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks…
Added 13 mins ago
GD
DYNAMITE - Assistant Manager - Promenades St-Bruno
Groupe Dynamite, Inc Garage
Saint-Bruno-de-Montarville, QC · St-Bruno-de-Montarville, Quebec
- Full-time
…wardrobe. With stores across North America and an ever-growing community, we’re building a team that shows up boldly and makes an impact. If you're ready to bring an elevated presence and…
Added 13 mins ago
GD
GARAGE - Assistant Manager - Square One Shopping Centre
Groupe Dynamite, Inc Garage
Mississauga, ON
- Full-time
…everyone can feel fearless. With stores across North America and a community that’s always growing, we’re looking for team players who want to make their mark. If you’re ready to bring the…
Added 28 mins ago
Clinical Support Worker
Lookout Housing and Health Society
North Vancouver, BC
The Clinical Support Worker (CSW) reports to Site Manager and works in accordance with the mission and philosophy of Lookout Housing and Health Society including following Lookout’s Code of…
Added 28 mins ago
Program Resource Worker
Lookout Housing and Health Society
North Vancouver, BC
The Program Resource Worker (PRW) 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 28 mins ago
A
Housekeeping Retirement - Regular Part Time [IEM ALC Hskp4 0.40] - AgeCare Elmira, Retirement
AgeCare
Elmira, ON · AgeCare Elmira
- Part-time
· Attend in-service education sessions, staff meetings, workshops etc. as directed by the Environmental Services Manager.
Added 28 mins ago
A
Dietary Aide AgeCare Royal Oak
AgeCare
Kingsville, ON · AgeCare Royal Oak
- Part-time
As a Dietary Aide at AgeCare, reporting to the Director or Dietary Manager, you will play a key role in ensuring our residents enjoy a pleasant dining experience. You will assist with the…
Added 28 mins ago
Human Resources Business Partner
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON · Montreal, QC
…team. In this role you will provide consultative support and service to executive/senior level people leaders, to support the development and delivery of the HR agenda that aligns to the…
Added 28 mins ago
Nurse 2 - Resource Team
Winnipeg Regional Health Authority
Winnipeg, MB
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…
Added 28 mins ago
SE
Electrical Engineering Specialist I
Schneider Electric
AB · Edmonton, Alberta
- Full-time
…regarding the pay range can be directed to the recruiting / hiring…
Added 28 mins ago
CO
Network Analyst
City of Leduc
Prince George, BC · Civic Centre
- Full-time
At the City of Leduc, our mission is Building a connected community for all people. We offer a collaborative and dynamic workplace where our values of Teamwork, Service, Respect and…
Added 28 mins ago
CO
Infrastructure Analyst
City of Leduc
Prince George, BC · Civic Centre
- Full-time
At the City of Leduc, our mission is Building a connected community for all people. We offer a collaborative and dynamic workplace where our values of Teamwork, Service, Respect and…
Added 28 mins ago
P&
Crop Inputs Manager
Parrish & Heimbecker, Limited
Marwayne, AB
- Full-time
As the Crop Inputs Manager, you will be responsible for managing the development and operation of a profitable crop inputs business. This position works closely with Customer Service…
Added 28 mins ago
P&
Crop Inputs Representative
Parrish & Heimbecker, Limited
Sedgewick, AB
- Full-time
…products, ensuring customers receive expert advice and high-quality…
Added 28 mins ago
P&
Operations Administrator
Parrish & Heimbecker, Limited
Wilkie, SK
- Full-time
…through daily administrative tasks. Reporting to the General Manager, the Operations Administrator will also be the first point of contact for producer/customer calls and will redirect…

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.

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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