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Added 4 mins ago
CT
Senior Procurement Analyst
Canadian Tire Corporation
Toronto, ON
- Full-time
…execution of savings opportunities for a targeted portfolio of business…
Added 4 mins ago
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Strategic Partnership Manager
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
As a Strategic Partnership Manager, you will play a critical role in leading initiatives, driving high value vendor relationships, optimizing third-party performance, and enabling strong…
Added 4 mins ago
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Senior Product Manager
Litera
Toronto, ON · Canada-Toronto, ON-Office
- Full-time
As a Senior Product Manager, you’ll own the vision, strategy, and roadmap for Litera’s Firm Intelligence Platform - the foundational layer that turns the data flowing through a law firm’s…
Added 4 mins ago
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Amazon Brand Manager
Hadley Designs
Remote, Canada
- Full-time
- Remote
Own Your Catalog Like a Business, and Win on Amazon.
Added 4 mins ago
SD
Senior Software Developer - ETL
Symbiotic Digital
ON · Downtown Toronto (Central Bay Street), Ontario
- Contract
pre-conversion and post-conversion support to business stakeholders.
Added 5 mins ago
CO
Development Officer - Full-Time Term
City of Lloydminster
Lloydminster, AB
- $44.48 CAD / hour
- Full-time
Reporting to the Manager, Planning, the Development Officer administers the City’s Land Use Bylaw by reviewing applications, providing recommendations, and rendering decisions as the…
Added 5 mins ago
CO
Senior Planner
City of Lloydminster
Lloydminster, AB
- $48.4 CAD / hour
- Full-time
Reporting to the Manager, Planning, the Senior Planner provides professional planning knowledge and expertise used to implement and follow the City’s Statutory documents as well as to…
Added 5 mins ago
PC
Junior Compliance Manager ( Calgary, AB)
Phantom Compliance
Crowsnest Pass, AB
- Full-time
Bachelor’s degree in Business, Finance, Law, or a related field (or equivalent practical experience).
Added 5 mins ago
PC
Service Delivery Manager ( Blairmore, AB)
Phantom Compliance
Crowsnest Pass, AB
- Part-time
We are seeking an experienced and proactive Service Delivery Manager (SDM) to oversee end-to-end client engagement operations. In this role, you will act as the operational bridge between…
Added 5 mins ago
EB
Account Specialist, Sales, Canada
E.L.F. BEAUTY
Canada
- Full-time
In our Fiscal year 26, we had net sales of $1.6 Billion and our business performance has been nothing short of extraordinary with 7 consecutive years of net sales growth. This consistent,…
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Senior Oracle Database Administrator (DBA)
JSG (Johnson Service Group, Inc.)
Calgary, AB
- Contract
Experience with Oracle Enterprise Manager (OEM) or equivalent tooling for database monitoring, alerting, diagnostics, and operational visibility.
Added 5 mins ago
UI
Product Manager
UAP Inc.
Toronto, ON · Scarborough, ON
- $70,100 to $87,600 CAD / year
- Full-time
The Product Management Department is currently seeking a Product Manager. The selected candidate will assist the Senior Market Manager in implementing approved marketing strategies for…
Added 5 mins ago
O
National Accounts Director
OPENLANE
Brampton, ON
- $100,000 to $125,000 CAD / year
- Full-time
A National Account Director who will serve as the primary account relationship manager for commercial sellers. The core focus of this role is (1) to retain our high-value client base to…
Added 5 mins ago
UI
Product Manager
UAP Inc.
Cambridge, ON
- $70,100 to $87,600 CAD / year
- Full-time
The Product Management Department is currently seeking a Product Manager. The selected candidate will assist the Senior Market Manager in implementing approved marketing strategies for…
Added 5 mins ago
S
Senior Software Engineering Manager
symplistic.ai
Woodbridge, ON
- $150,000 CAD / year
- Full-time
…and consulting, building intelligent systems for real-world business…
Added 5 mins ago
J(
PMO Analyst
JSG (Johnson Service Group, Inc.)
AB · Edmonton, AB
- Contract
…the IT Projects Admin areas by working with various internal business unit groups, infrastructure groups and external vendors. This includes delivery of appropriate project reporting,…
Added 5 mins ago
RI
Growth Marketing Manager
Realtax Inc.
Newmarket, ON
- Full-time
Reporting to the General Manager, we are hiring a Growth Marketing Manager to establish and lead our in-house marketing function across Realtax and Ontario Tax Sales. As our new Growth…
Added 5 mins ago
OH
Product Program Manager
Omega Holdings
Montreal, QC
- Full-time
…organically and through acquisition. We are hiring a Product Manager to support our corporate Product Development department which works in partnership with our portfolio…
Added 19 mins ago
Senior Analyst, Activation
Kepler Group
Toronto, ON
Partner with clients to understand their business goals, marketing objectives, and competitive constraints
Added 19 mins ago
Manager, Activation
Kepler Group
Toronto, ON
The Manager, Activation will be a technical leader and execution expert on key client accounts. In this role, you will be the primary architect of performance media, responsible for the…
Added 19 mins ago
Principal Strategic Deal Maker- Sales Executive
Capgemini
Mississauga, ON
…work with Capgemini capabilities to help clients meet their business objectives, and to operationally manage the delivery and budget of…
Added 19 mins ago
RB
Manager, Financial Crimes Oversight Testing U.S.
Royal Bank of Canada
Toronto, ON
- Full-time
This role will conduct financial crimes oversight testing on US business units’ AML controls. This requires proactive participation with oversight scoping, fieldwork, and reporting. The…
Added 19 mins ago
MI
Director of Product
Method Integration Inc.
Remote, Canada
- Full-time
- Remote
With over 3,500 customers and a 4.7 rating in the QuickBooks app store, Method empowers SMBs to supercharge their business processes. We are looking for a Director of Product with deep…
Added 19 mins ago
Partnership Trust & Safety Manager
impact.com
Victoria, BC
…power more than 350,000 partnerships that deliver measurable business…
Added 33 mins ago
Responsable de projets sénior - Expériences Fever Originals
FeverUp
Montreal, QC
Senior Project Manager – Fever Originals, Canada

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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