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Added 8 mins ago
GT
Senior Business Analyst – Personal Banking / Regulatory
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $65 to $80 CAD / hour
- Contract
…with excellent requirements, communication and stakeholder-management capabilities. Experience with regulatory initiatives such as AML, FATCA, KYC or Bank Act-related compliance is strongly…
Added 8 mins ago
P
Fulfillment & Supply Chain Specialist
PixMob
Montreal, QC
- Full-time
…hybrid capacity, you will serve as the link between account management, procurement, and production - leveraging real-time dashboards to analyze timeline feasibility and ensure plan…
Added 8 mins ago
UC
Boarding Registered Nurse, Upper School
Upper Canada College
Toronto, ON
- $66,746 to $87,604 CAD / year
- Full-time
Participate in the delivery and supervision of scheduled weekend programs;
Added 8 mins ago
VI
Senior Office Experience Ambassador
Vector Institute
Toronto, ON
- $51,500 to $64,400 CAD / year
- Full-time
…other Office Experience Ambassadors, without formal people-management…
Added 8 mins ago
T
SAP BTP Full-Stack and Integration Developer
Talan
Toronto, ON
- $135,000 to $175,000 CAD / year
- Full-time
Talan is an international group that supports its clients in their end-to-end Data & AI transformation by combining management consulting with technological expertise.
Added 8 mins ago
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MEP Project Manager
GagaMuller
Kamloops, BC
- Full-time
GagaMuller is a Project Management Consultancy with specific divisions focused on providing Project Management, Cost Management, and Digital services to owner organization within the…
Added 8 mins ago
CO
Specialist - Corporate Safety
City of Medicine Hat
Medicine Hat, AB
- Full-time
Provide guidance on health, safety, and operational risk management to support safe and effective service delivery.
Added 8 mins ago
RC
Licensed Practical Nurse AL - LPN
Retirement Concepts
Nanaimo, BC
- $32.84 to $44.96 CAD / hour
- Temporary
At Retirement Concepts and West Coast Seniors Housing Management we see our communities as a family and we are equally committed to our residents and our staff. We provide an engaging work…
Added 8 mins ago
CF
Consultant, Advisor Development
CI Financial
Toronto, ON
- Full-time
Reporting to the VP of Practice Management of CIGAM, the Consultant, Advisor Development is responsible for delivering consultations, workshops, and educational programs that help financial…
Added 8 mins ago
A
Project Manager – IT & Cloud Delivery
Acunor
Toronto, ON
- Contract
Improve project-management lifecycle documentation, templates and processes to strengthen delivery efficiency and audit readiness.
Added 8 mins ago
TS
Join our team!
TAC Sports- SPORTS. SWIM. STEAM.
ON · Ontario, Canada
- Contract
Added 8 mins ago
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Project Manager (Substations)
GagaMuller
Regina, SK
- Full-time
GagaMuller is a Project Management Consultancy with specific divisions focused on providing Project Management, Cost Management, and Digital services to owner organisation within the…
Added 8 mins ago
D
Junior DFX Producer
Deluxe
SK
- Full-time
…in a clear and structured manner, supporting the efficient delivery of localisation projects across Deluxe Cinema…
Added 8 mins ago
EC
Mental Health & Addiction Counsellor II
EHN Canada
Canada
- Full-time
The Clinician will provide high quality case management, clinical treatment, advocacy, individual and group therapy to clients for issues related to Operational Stress Injury, Post…
Added 8 mins ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
…support of Husky’s Global Service Business and Customer Success Management strategy. This role provides leadership for financial planning, forecasting, performance analysis, governance, and…
Added 8 mins ago
AG
Commercial (Contracts) Manager
Aecon Group Inc.
AB · Greater Edmonton Metropolitan Area
- Full-time
…operations team on the project to develop and implement a commercial management system that drives performance and minimizes risk to the…
Added 8 mins ago
RC
Licensed Practical Nurse - LPN
Retirement Concepts
Courtenay, BC
- $32.84 to $44.96 CAD / hour
- Full-time
At West Coast Seniors Housing Management, we see our communities as a family and we are equally committed to our residents and our staff. We provide an engaging work environment and treat…
Added 8 mins ago
AC
Operations Coordinator
AVI-SPL Canada
Montreal, QC
- Full-time
Assist Management in the change order process
Added 8 mins ago
AC
Operations Coordinator
AVI-SPL Canada
Montreal, QC
- Full-time
Assist Management in the change order process
Added 8 mins ago
DG
Bilingual Senior Administrative Assistant
Doane Grant Thornton LLP
Moncton, NB
- Full-time
Work directly with our Senior Management team and their clients to help manage their dynamic growing practices
Added 8 mins ago
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Regional Operations Manager - HVAC
BGIS
Montreal, QC
- Full-time
…systems. This role ensures the safe, compliant, and efficient delivery of HVAC maintenance, repair, and project work across the assigned region while driving operational excellence, service…
Added 8 mins ago
CC
Chair, Engineering & Technology
Conestoga College
Kitchener, ON
- Full-time
The Chair, Engineering & Technology provides strategic academic and administrative leadership for program delivery across electronics, mechanical, manufacturing and automation-related…
Added 8 mins ago
DG
Bilingual Administrative Assistant
Doane Grant Thornton LLP
Moncton, NB
- Full-time
Format and assemble printed and electronic financial statements in compliance with Firm standards, ensuring a high level of attention to detail, proof reading, and ensuring timely delivery
Added 8 mins ago
OM
Campaign Manager, Social
Omnicom Media
Toronto, ON
- Full-time
…TikTok, Snapchat, LinkedIn, Reddit, and Pinterest, ensuring delivery against client KPIs while driving optimization and contributing to…
Added 8 mins ago
G
MEP Project Manager
GagaMuller
Merritt, BC
- Full-time
GagaMuller is a Project Management Consultancy with specific divisions focused on providing Project Management, Cost Management, and Digital services to owner organization within the…

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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