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Added 1 hour ago
PV
Practice Manager
P3 Veterinary Partners
Kamloops, BC
- Full-time
Ensure smooth communication throughout a client’s visit. Work alongside the Medical Director to resolve client concerns
Added 1 hour ago
WR
Business Development Representative - Vancouver
War Room
Vancouver, BC
- Full-time
War Room is looking for a Business Development Representative (BDR) to join our growing team! Reporting to the Director of Sales, you will be responsible for generating new business…
Added 1 hour ago
Administrative Assistant
Winnipeg Regional Health Authority
Brandon, MB
Under the general supervision of and responsible to the Director/Regional Manager/Manager; the Administrative Assistant is committed to the vision, mission, values and strategic priorities…
Added 1 hour ago
RC
Registered Nurse - RN RPN
Retirement Concepts
Victoria, BC
- $41.42 to $59.62 CAD / hour
- Full-time
…other with respect and dignity. We invest in the growth and development of our teams to actively participate in the creation of memories and moments that matter to our…
Added 1 hour ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
…to offering our customers the highest quality products and services and are looking for people with the inspiration and talent to develop with us as we pursue our ambitious growth strategy.…
Added 1 hour ago
FN
Director of Development Engineering
FAMU National Alumni Association
Brantford, ON
- Full-time
The Director of Development Engineering is one of the City s foremost city-builders, responsible for a range of services and functions related to managing and ensuring the city s…
Added 1 hour ago
Administrative Secretary 2
Winnipeg Regional Health Authority
Brandon, MB
…support functions for all of the staff and clients who receive services from the program that they support. The Administrative Secretary 2 functions as an integral part of the Health Care…
Added 1 hour ago
Administrative Secretary 2
Winnipeg Regional Health Authority
Brandon, MB
…support functions for all of the staff and clients who receive services from the program that they support. The Administrative Secretary 2 functions as an integral part of the Health Care…
Added 1 hour ago
Manager Health Services
Winnipeg Regional Health Authority
Neepawa, MB
The Manager Health Services shall be accountable to the appropriate Director and is responsible for the development, coordination, implementation, evaluation and operation of the assigned…
Added 1 hour ago
Administrative Secretary 2
Winnipeg Regional Health Authority
Brandon, MB
…support functions for all of the staff and clients who receive services from the program that they support. The Administrative Secretary 2 functions as an integral part of the Health Care…
Added 1 hour ago
Administrative Assistant
Winnipeg Regional Health Authority
Brandon, MB
Under the general supervision of and responsible to the Director/Regional Manager/Manager; the Administrative Assistant is committed to the vision, mission, values and strategic priorities…
Added 2 hours ago
R|
Research Assistant - Public Engagement
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
As Research Assistant (public engagement), you will be responsible for the development, implementation, and evaluation of CADeN’s public engagement campaign. As part of this work, you will…
Added 2 hours ago
C
Coordonnateur administratif ou coordonnatrice administrative, marketing et communications
CGI
Montreal, QC
- Full-time
…focus on enterprise communications, working closely with the Director of Enterprise Communications. In this initial assignment, you will help coordinate the Vice President's activities and…
Added 2 hours ago
RB
VP, Commercial FX Advisory Sales
Royal Bank of Canada
Toronto, ON
- Full-time
The level of the position (Director OR VP) will be determined based on the candidate's experience and qualifications. Compensation for this role includes a competitive base salary, a…
Added 3 hours ago
BC
Pharmacy Technician
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Director, Pharmacy, you will be responsible for providing a variety of services including medication distribution, (order entry, dispensing, checking and delivery),…
Added 3 hours ago
BC
Quality and Patient Safety Consultant
Brant Community Healthcare System
Brantford, ON
- Full-time
Brantford General Hospital – Our acute care hospital offering a full spectrum of inpatient and outpatient services.
Added 3 hours ago
BC
Ultrasound Technologist
Brant Community Healthcare System
Brantford, ON
- Full-time
Brantford General Hospital – Our acute care hospital offering a full spectrum of inpatient and outpatient services.
Added 4 hours ago
VG
Executive Director
Vuntut Gwitchin Government
Old Crow, YT
- Full-time
The Executive Director directs the operations of the Vuntut Gwitchin First Nation (VGFN) in accordance with directives and priorities set by VGFN Chief and Council and the Management…
Added 4 hours ago
UH
Nurse Practitioner Complex Malignant Hematology
University Health Network
Toronto, ON
- Full-time
…coordinating and participating in research, education and professional development…
Added 5 hours ago
F
Project Manager II
Fluor
Vancouver, BC
- Full-time
…management (EPFC/CM) sized (as defined by the Business Line) or services project or on an assigned segment of a larger project, including coordination of design, procurement, and…
Added 5 hours ago
RC
Licensed Practical Nurse - LPN
Retirement Concepts
Williams Lake, BC
- $32.84 to $44.96 CAD / hour
- Full-time
…other with respect and dignity. We invest in the growth and development of our teams to actively participate in the creation of memories and moments that matter to our…
Added 5 hours ago
RC
Licensed Practical Nurse - LPN
Retirement Concepts
Williams Lake, BC
- $32.84 to $44.96 CAD / hour
- Temporary
…other with respect and dignity. We invest in the growth and development of our teams to actively participate in the creation of memories and moments that matter to our…
Added 5 hours ago
D
Account Director
Dexterra
Halifax, NS
- $60,000 to $65,000 CAD / year
- Full-time
You will play a key role in ensuring cleaning services are delivered safely, efficiently, and consistently while maintaining high standards across guest-facing and operational areas. You…
Added 6 hours ago
C
Temporary Sales Support Associate
Coach
Toronto, ON
- Part-time
Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make…
Added 6 hours ago
SL
Business Portfolio Manager
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Working closely with the Director, Business Portfolio Management, this role drives issues from identification through resolution and partners across Finance, Journey and Platform teams,…

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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