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Added 14 mins ago
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Assistant Branch Manager
RBC
Winnipeg, MB
- Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team…
Added 14 mins ago
MG
Shop Support - Labourer II
Mikisew Group
Fort McMurray, AB
- Full-time
…maintenance, logistics and construction. We foster the responsible development of our land’s resources while powering sustainable economic progress in our communities and beyond. Mikisew…
Added 14 mins ago
PV
Pricing Manager
Pet Valu
Markham, ON
- Full-time
The Pricing Manager is responsible for supporting the development, execution, and continuous improvement of pricing strategies that drive sales, profitability, and customer value. Working…
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A
Allocations Coordinator - NAM
ARC'TERYX
North Vancouver, BC
- Full-time
Growth, community & gear - Professional development opportunities, Arc'teryx Academies (outdoor skill-building events), Employ
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Assistant Store Manager - McArthurGlen
Knix
Richmond, BC
- Full-time
As an Assistant Store Manager at Knix, you bring our brand to life through how you lead and connect every day. You have a natural pulse on what our customers want and create a welcoming,…
Added 14 mins ago
OH
Senior Product Manager
Ontario Health
Toronto, ON
- Full-time
The Senior Product Manager provides strategic leadership for the planning, development, and delivery of digital health products. The role is responsible for defining product vision and…
Added 14 mins ago
UO
Programmer Analyst II
University of British Columbia
Vancouver, BC · UBCV | The Leonard S. Klinck Building (LSK)
- $8,810.92 to $13,202.5 CAD / month
- Full-time
This is a hands-on delivery role within a multi-disciplinary technical and business team.
Added 14 mins ago
UO
Programmer Analyst II
University of British Columbia
Vancouver, BC · UBCV | The Leonard S. Klinck Building (LSK)
- $8,810.92 to $13,202.5 CAD / month
- Full-time
This is a hands-on delivery role within a multi-disciplinary technical and business team.
Added 14 mins ago
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Program Manager - Life Sciences (Hybrid)
CellCarta
Montreal, QC
- Full-time
…Research Organization, has an exciting opportunity for a Program Manager to join our dynamic team. In this client-facing role, you will help drive the successful execution of scientific…
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Customer Experience Associate
TD
Guelph, ON
- Part-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
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T
Actuarial Analyst II
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
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T
Personal Banking Associate (Full time) - Blainville, Seigneurie
TD
Blainville, QC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
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Vendor Manager II
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
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Senior Finance Analyst
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
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T
Software Engineer III
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
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T
Software Engineer II
TD
Toronto, ON
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 14 mins ago
SL
Senior Consultant, AI Strategy & Program Execution
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Waterloo King
- Full-time
…execution. In addition, they will serve as the primary program manager for an assigned AI workstream within the portfolio, coordinating stakeholders and ensuring priorities translate into…
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Manager, Valuations
MNP
Winnipeg, MB
- Full-time
Make an impact with our Valuations team as a Manager. This diverse team of professionals works with clients on a wide range of business disputes and irregularities and applies qualitative…
Added 14 mins ago
NR
Pursuit Manager
Norton Rose Fulbright
Montreal, QC
- Full-time
Minimum of 5-7 years of experience in a marketing, business development or related role.
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Gestionnaire, Médias
DAC
Montreal, QC
- Full-time
…expertise des plateformes de médias numériques (Google Ads, Meta Business Manager, DV360 et Campaign Manager 360), des outils d’analytique (Google Analytics) et des plateformes de gestion…
Added 14 mins ago
GD
DYNAMITE - Assistant Manager - Promenades St-Bruno
Groupe Dynamite, Inc Garage
Saint-Bruno-de-Montarville, QC · St-Bruno-de-Montarville, Quebec
- Full-time
Reporting to the Store Manager, your main focus as the Assistant Manager is to assist the Store Manager in all aspects of the store operations, by providing leadership that optimizes sales…
Added 14 mins ago
GD
GARAGE - Assistant Manager - Square One Shopping Centre
Groupe Dynamite, Inc Garage
Mississauga, ON
- Full-time
Reporting to the Store Manager, your main focus as the Assistant Manager is to assist the Store Manager in all aspects of the store operations, by providing leadership that optimizes sales…
Added 29 mins ago
CT
Senior Procurement Analyst
Canadian Tire Corporation
Toronto, ON
- Full-time
…execution of savings opportunities for a targeted portfolio of business…
Added 29 mins ago
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Credit Analyst, Commercial Banking
BMO
Vancouver, BC · FBT
- Full-time
…that provides construction financing, commercial mortgages, development loans, and investment property financing to builders, developers, and real estate investors across Canada. With…
Added 29 mins ago
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Manager, Salesforce Innovation & Enablement
BMO
Toronto, ON · BMOPLACE
- Full-time
The Manager, Salesforce Innovation & Enablement is required to maintain and manage core responsibilities related to all salesforce innovations to support business growth including marketing…

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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