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Added 5 mins ago
ON
Motor Coach Operator Trainer
Ontario Northland
North Bay, ON
- Full-time
Ontario Northland will provide accommodation to ensure barrier-free employment in accordance with the Canadian Human Rights Act and the Accessibility for Ontarians with Disabilities Act.…
Added 5 mins ago
B
Regional Operations Manager - HVAC
BGIS
Montreal, QC
- Full-time
Plans and deploys HVAC resources to effectively support service calls, preventive maintenance programs, capital projects, seasonal readiness, and emergency response
Added 5 mins ago
B
Manager, Clinical LTC
Baycrest
Toronto, ON
- Internship
Oversees the effective stewardship of human and financial resources, including staffing, scheduling, resource allocation, and supply management.
Added 5 mins ago
DD
Chief Psychologist
DRPS- Durham Regional Police Service
Whitby, ON
- Full-time
wellness resources, mental health supports, and programs designed to help you thrive.
Added 5 mins ago
Recruiter (Vancouver)
Pacific Coastal Airlines
Richmond, BC
Post-secondary education in Human Resources, Business Administration, or a related field preferred
Added 5 mins ago
Finance and Budget Analyst B054-26
Legal Aid BC
Vancouver, BC
…with due consideration to all protected grounds under the BC Human Rights Code. If we can do anything to make your application experience a positive and equitable one, we want to hear from…
Added 21 mins ago
YU
Systems Administrator
Yorkville University
Toronto, ON
- Full-time
We are committed to delivering rigorous, flexible programs that are both personally fulfilling and professionally rewarding, while contributing to the betterment of society. Since 2004,…
Added 21 mins ago
Construction Manager
E.S. FOX LIMITED
Hamilton, ON
Our office in Hamilton, ON, is looking for a Construction Manager to join our team.
Added 21 mins ago
PWES/NMES - Regional Term Educational Assistant 5.50
Nova Scotia Regional Centres for Education & CSAP
Port Williams, NS
Human Services diploma or equivalent post-secondary training and experience in a related human services discipline. Confirmation of your educational qualifications must be included with…
Added 36 mins ago
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Wellness Manager
E4C
AB · Edmonton, AB
- Full-time
e4c journeys with people as they shape the lives they envision, building resources, relationships, and belonging in the communities they call home. Guided by our vision of a community where…
Added 36 mins ago
CG
People Business Partner
Credit Genie
Toronto, ON
- Full-time
…will advise leaders on critical people decisions and build the programs and agentic workflows that support…
Added 36 mins ago
RC
Scheduler
Retirement Concepts
Courtenay, BC
- $28.74 CAD / hour
- Full-time
The Scheduler reports to the General Manager and/or designate and is responsible for all aspects of scheduling to ensure that the community has adequate staffing levels at all times to…
Added 36 mins ago
LH
Kinesiologist - Vocational Services
Lifemark Health Group
AB · Edmonton, AB
- Full-time
…their readiness for employment. Leveraging their expertise in human movement and exercise science, the Kinesiologist collaborates closely with program staff and participants to develop…
Added 36 mins ago
RT
People Operations Coordinator
Raising The Village
Toronto, ON
- Full-time
…partners and our team in North America. Find out more about our programs and impact at…
Added 36 mins ago
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Wellness Manager
5f8c562c-cfbb-4305-a8d0-7f42f645f6ba
AB
- Full-time
e4c journeys with people as they shape the lives they envision, building resources, relationships, and belonging in the communities they call home. Guided by our vision of a community where…
Added 36 mins ago
District Asset Protection Manager
Sephora
Halifax, NS
Establish and maintain strong relationships with various field partners, including District Managers and Human Resources
Added 36 mins ago
SENIOR PROJECT MANAGER (Community Infrastructure)
City of Toronto
Toronto, ON
The Senior Project Manager will lead complex initiatives that plan, secure, deliver, sustain and evaluate equitable community infrastructure, including community spaces, hubs, community…
Added 51 mins ago
HR
Coordinator - Patient, Family & Staff Resource Centre (PFRC) and Interpreter
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
Identify, evaluate, and acquire resources to support the delivery of patient focused service and continuous quality improvement
Added 51 mins ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Toronto, ON
- Full-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…
Added 51 mins ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Toronto, ON
- Full-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…
Added 1 hour ago
S
Nurse Educator Clinical Prevention Services
Sanya’k̓ula
Vancouver, BC
- Full-time
…inherent in all aspects of this position. Reporting to the Manager, Public Health, the Nurse Educator works collaboratively within the program of education to undertake curriculum…
Added 1 hour ago
SI
Site Manager
Shannex Incorporated
Brookfield, NS
- Full-time
Reporting to the Regional Director of Operations, as part of a professional clinical Team, the Site Manager will plan, administer and evaluate the resident care programs in the facility,…
Added 1 hour ago
Recruiter (Vancouver)
Pacific Coastal Airlines
Richmond, BC
Post-secondary education in Human Resources, Business Administration, or a related field preferred
Added 1 hour ago
S
Production Supervisor II - Night
Septodont
Cambridge, ON
- Full-time
The Production Supervisor II is accountable to the Production Manager for the operation of the shift through its material flow, human resources, documentation flow and training. This…
Added 1 hour ago
Director, Client Enablement
Questrade Financial Group
Toronto, ON
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…

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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