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Added 4 hours ago
AS
Senior/Lead Business Analyst- BMT
Apex Systems
Toronto, ON
- $45 to $60 USD / hour
- Contract
…stakeholder discussions, and provide direction to a supporting Senior Business…
Added 4 hours ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
We are looking for a high-impact Finance Manager FP&A to act as a true business partner to our Product Line leadership team.
Added 4 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…model. You will be part of a global team and report to the Senior Manager; IT Audit located in Bolton. The Senior Manager, IT Audit reports to the VP, Internal Audit, who reports to the…
Added 5 hours ago
OT
Client Success Services Program Manager
Open Text Corporation
Waterloo, ON
- Other
…and contribute to projects that shape the future of digital…
Added 5 hours ago
UO
Senior Workday Architect
University of Waterloo
Waterloo, ON
- Full-time
The Senior Workday Architect is the design authority for the University’s Workday platform. The role establishes and governs platform architecture, configuration principles, integration…
Added 7 hours ago
NS
2627-215 - Business Analytics Developer (CL3) - Central Office
Nova Scotia Community College - NSCC
Halifax, NS
- Full-time
Reporting to the Senior Manager, Institutional Research and Effectiveness and as part of the Business Analytics Team, you will:
Added 8 hours ago
EC
IT Operations US & Canada Business Relationship Manager
Eaton Corporation
Airdrie, AB · Calgary, AB · Burlington, ON
- Full-time
Eaton’s Electrical sector is currently seeking an IT Operations Business Relationship Manager (US and Canada) to join our PCS (Protection, Control and Solutions) team. This position can…
Added 10 hours ago
GO
IT Investment Planning & Financial Strategy Manager
Government of Manitoba
Winnipeg, MB
- Full-time
The IT Investment Planning and Financial Strategy Manager leads a team of Business Analysts responsible for financial and investment analysis, business case development, and portfolio…
Added 10 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…model. You will be part of a global team and report to the Senior Manager; IT Audit located in Bolton. The Senior Manager, IT Audit reports to the VP, Internal Audit, who reports to the…
Added 11 hours ago
SH
Project Manager, Enterprise Value Delivery
SE Health
Markham, ON
- Full-time
The Project Manager Level 2 (L2), Enterprise Value Delivery is accountable for the end-to-end delivery of enterprise-priority projects, ensuring defined outcomes are achieved on time,…
Added 12 hours ago
A
Director, Energy Advisory
AECOM
Calgary, AB
- Full-time
…increasingly complex investment, operational, regulatory, and transformation…
Added 12 hours ago
RH
Risk and Audit Manager
Robert Half
Guelph, ON
- Full-time
Our client, a respected and growing organization, is seeking a Manager, Governance, Risk and Audit to establish and lead its governance, enterprise risk management, compliance, and internal…
Added 13 hours ago
RB
Manager, Digital Product Marketing - RBC Direct Investing
Royal Bank of Canada
Toronto, ON
- Full-time
As Manager, Digital Product Marketing, you will be a key product marketer on the Digital Marketing team, responsible for the web experience and content transformation of RBC Direct…
Added 13 hours ago
T
Software Engineer III
TD
Toronto, ON
- Full-time
Added 13 hours ago
A
Solution Architect
Aviso
Toronto, ON
- $150,000 to $168,000 CAD / year
- Full-time
Drive modernization initiatives across cloud platforms, application transformation, APIs, and automation
Added 13 hours ago
GC
Financial Controller
Genuine Comfort
Winnipeg, MB
- Full-time
The accounting depth. You may be an Accounting Manager, Controller, or finance professional ready to take on greater responsibility and contribute to a finance function’s evolution through…
Added 14 hours ago
CR
Senior Engagement Manager, Project & Interim Division
Clarity Recruitment
Toronto, ON · Greater Toronto Area, Canada
- Full-time
In this role, you'll build relationships with CFOs and senior finance leaders, develop new business, and become a trusted partner to clients navigating growth, transformation, and change.…
Added 14 hours ago
A
Senior Manager, People Analytics & HR Technology
Aliaxis
Canada
- Full-time
We currently have an exciting opportunity as a Senior Manager, People Analytics & HR Technology. This role is based in our Oakville, Ontario or Montreal, Quebec office and reports to the…
Added 14 hours ago
IG
Senior Manager, People Analytics & HR Technology
IPEX Group
Canada
- Full-time
We currently have an exciting opportunity as a Senior Manager, People Analytics & HR Technology. This role is based in our Oakville, Ontario or Montreal, Quebec office and reports to the…
Added 15 hours ago
R
Manager, Digital Product Marketing - RBC Direct Investing
RBC
Toronto, ON
- Full-time
As Manager, Digital Product Marketing, you will be a key product marketer on the Digital Marketing team, responsible for the web experience and content transformation of RBC Direct…
Added 15 hours ago
BF
Senior Manager, Digital and Customer Applications
BC Ferries
BC · British Columbia, Canada
- Full-time
As Senior Manager, Digital and Customer Applications, you'll lead the teams and technology behind these experiences, ensuring our customer-facing applications are reliable, secure, and…
Added 16 hours ago
R
Senior Manager, Fraud Strategy, New Initiatives
Remitly
Burnaby, BC
- Full-time
The Senior Manager, Fraud Strategy, New Initiatives will be part of Remitly's Identity & Trust organization, reporting to the Director, Fraud Strategy. You will lead a team of technical…
Added 16 hours ago
AS
IT Procurement Project Manager
Alquemy Search & Consulting
Calgary, AB
- Contract
Shape IT Service & Sourcing Strategy: Collaborate with IT leadership, SCM, Finance, Legal, and the VP of Digital Transformation & Technology to establish a sustainable IT Vendor Management…
Added 16 hours ago
FH
Interim Office Manager
Fairmont Hotels & Resorts
Jasper, AB
- Temporary
We are seeking a highly organized, technologically savvy and forward-thinking Office Manager to help transform how our Sales & Marketing division operates at Fairmont Jasper Park Lodge.…
Added 16 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…model. You will be part of a global team and report to the Senior Manager; IT Audit located in Bolton. The Senior Manager, IT Audit reports to the VP, Internal Audit, who reports to 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.

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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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