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Added 8 mins ago
Innovation Analyst, Information Technology
Laura Canada
Laval, QC
…thinking, and cross-functional collaboration. Reporting to the Director, you will support high-impact initiatives that drive strategic improvements across the…
Added 8 mins ago
Manager, Registration & Convocation (Temporary: November 2026 - December 2027)
Mohawk College
Hamilton, ON
Reporting to the Director, Enrolment Services and Supports, the Manager, Registration & Convocation plays a leadership role within the Registrar’s Office by providing direction and guidance…
Added 8 mins ago
FC
Manager, End User Services
First Canadian Financial Group
Sherwood Park, AB
- Full-time
Under the direction of the Director, Information Technology and Security, the Manager, End User Services will lead the team that supports workplace technology across the organization. Based…
Added 8 mins ago
RO
Curatorial Project Director, Canada (24-month contract)
Royal Ontario Museum
Toronto, ON
- Full-time
ROM is seeking a strategic and highly collaborative Curatorial Project Director, Canada, to lead the vision and conceptual development of its new Canada Gallery. Reporting to the Co-Chief…
Added 8 mins ago
CO
Temporary Planning Clerk - 12 Month Contract
County of Grande Prairie
Clairmont, AB
- Full-time
Under the direction of the Director, Land and Development Services, the Planning Clerk role is a paraprofessional role analogous to a technician that devotes a significant amount of time to…
Added 23 mins ago
P
Data & AI Transformation Director
PwC
Toronto, ON
- Full-time
…architectures for clients. They enable efficient data flow and optimise technology infrastructure for enhanced business…
Added 38 mins ago
C
Director, IT Quality Assurance
CIBC
Toronto, ON
- Full-time
You have a degree/diploma in computer science, information technology, engineering, or a related field.
Added 38 mins ago
M
Director, Risk Management
Mastercard
Toronto, ON
- Full-time
…making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people,…
Added 38 mins ago
Director, AI Wealth Enablement
The Canada Life Assurance Company
London, ON · Toronto, ON · ON · Mississauga Ontario, ON
As the Director, AI Wealth Enablement you will be responsible for enabling the effective, responsible, and value driven adoption of Artificial Intelligence in support AI use case…
Added 38 mins ago
Environmental Inspector
Aecon
Toronto, ON · Scarborough, ON
Additional tasks as defined by the Environmental Compliance Officer, Environmental Manager, or Environmental Director.
Added 38 mins ago
RM
Director, Enterprise Applications
Regional Municipality of Peel
Brampton, ON
- Other
Reporting to the Chief Information Officer, the Director, Enterprise Applications will shape Peel’s enterprise technology direction and lead the modernization and sustainable operation of…
Added 38 mins ago
K
Marketing Manager, Global Marketing, Consulting (24 Month Secondment/Fixed Term Contract)
KPMG
ON · Toronto, Ontario
- Full-time
The Marketing Manager reports to the Marketing Director, Consulting and will be a key member of the global KPMG Marketing, Advisory team. The role will focus on the delivery and execution…
Added 38 mins ago
A
Solution Architect
Aviso
Toronto, ON
- $150,000 to $168,000 CAD / year
- Full-time
Reporting to the Director, Technical Delivery and Architecture, the Solution Architect is responsible for developing and delivering technology architecture and design strategies and…
Added 38 mins ago
OM
Director, Inventory Management
Ontario Medical Supply
Mississauga, ON
- $120,000 to $125,000 CAD / year
- Full-time
The Director - Inventory Management provides enterprise-level leadership for inventory strategy, demand planning, inventory control and performance management across multiple distribution…
Added 39 mins ago
MC
Digital Strategist
McCANN Canada
Toronto, ON
- Full-time
…experiences across owned digital channels. Reporting to the Digital Director, you will translate business objectives, audience insights, customer needs, and market opportunities into…
Added 39 mins ago
J(
PMO Analyst
JSG (Johnson Service Group, Inc.)
AB · Edmonton, AB
- Contract
4+ years of directly related Project Management Office/Governance experience with at least 2 years professional experience in Information Technology Infrastructure projects.
Added 39 mins ago
HL
Director, IT - Virtù Hospitality
Harris Leadership Strategies
Winnipeg, MB
- Full-time
Virtu Hospitality is seeking a strategic and business-focused Director, IT, to oversee technology governance, cybersecurity, vendor partnerships, and digital transformation initiatives.…
Added 52 mins ago
BC
Manager, Project & Portfolio Management
BC College of Nurses and Midwives
Vancouver, BC
- Full-time
Reporting to the Director, Project and Business Architecture (PBA), the Manager, Project and Portfolio Management leads the day-to-day operation and continuous improvement of BCCNM’s…
Added 52 mins ago
MI
Director of Product
Method Integration Inc.
Remote, Canada
- Full-time
- Remote
…supercharge their business processes. We are looking for a Director of Product with deep experience building software for small and medium-sized businesses to join our AI-native team and…
Added 52 mins ago
N
Product Director, Mobile | Directeur ou directrice de produit, Mobile
NBCUniversal
Montreal, QC
- Full-time
NBCUniversal is seeking a Product Director, Mobile to lead the vision, strategy, and direction of our mobile product experience. This role will work across product, design, technology,…
Added 52 mins ago
CO
Temporary Planning Clerk - 12 Month Contract
County of Grande Prairie No. 1
Clairmont, AB
- Full-time
Under the direction of the Director, Land and Development Services, the Planning Clerk role is a paraprofessional role analogous to a technician that devotes a significant amount of time to…
Added 1 hour ago
Product Marketing Manager (Strategist)
Digital Extremes
London, ON
…Warframe and Soulframe. Working hand-in-hand with the Marketing Director, you will act as a master craftsman of strategic frameworks, messaging and consumer positioning to shape the…
Added 1 hour ago
FC
Director, Group Claims & Administration
First Canadian Financial Group
Edmonton, AB
- Full-time
First Canadian Group Benefits is growing nationally, and we're investing in the people, technology and capabilities that will support our next stage of growth.
Added 1 hour ago
P&
Enterprise Learning Systems Specialist
Parrish & Heimbecker, Limited
Winnipeg, MB
- Full-time
…learning platform. This role reports to the Talent Management Director and helps create a single source of truth for learning, compliance, and workforce…
Added 1 hour ago
GT
Mechanical Designer
GeoSpectrum Technologies, Inc
Dartmouth, NS
- Full-time
Reporting to the Director of Engineering, the Mechanical Designer works within an engineering team to produce and execute mechanical portions of a system design. The Designer works…

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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