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Added 10 mins ago
VI
Senior Office Experience Ambassador
Vector Institute
Toronto, ON
- $51,500 to $64,400 CAD / year
- Full-time
Working onsite as part of the Office Experience team, the Senior Office Experience Ambassador supports workplace operations, facilities coordination, and community engagement, while…
Added 10 mins ago
AI
Engineer – Senior Base – No fixed Base (#1027)
Air Inuit
Quebec, QC
- Internship
…just passengers and cargo, but stories, hopes, and essential services to the people of the Nunavik. Behind every flight is a team of over 1,300 dedicated professionals and each one…
Added 10 mins ago
AG
Commercial (Contracts) Manager
Aecon Group Inc.
AB · Greater Edmonton Metropolitan Area
- Full-time
Under the direction of the Project Director, the Commercial (Contracts) Manager will provide highly specialized knowledge in overseeing the commercial strategy on a project. This individual…
Added 10 mins ago
ON
Motor Coach Operator Trainer
Ontario Northland
North Bay, ON
- Full-time
…of Ontario that provides efficient and vital transportation services. We are a modern, forward-thinking organization focused on providing safe and reliable transportation services. ONTC has…
Added 10 mins ago
B
Regional Operations Manager - HVAC
BGIS
Montreal, QC
- Full-time
The Regional Operations Manager – HVAC is responsible for the effective leadership, technical oversight, and operational performance of a skilled trades team with a strong concentration in…
Added 10 mins ago
PC
Project Technologist
Pinchin Canada
Mississauga, ON
- Full-time
Pinchin is seeking a Project Technologist to join our Environmental Due Diligence team in the GTA. The role reports to the Operations Manager.
Added 10 mins ago
B
Manager, Clinical LTC
Baycrest
Toronto, ON
- Internship
Reporting to the Director, Resident Care and Experience (Apotex Centre), the Manager, Long-Term Care provides a visible and engaged leadership presence and operational oversight for the…
Added 10 mins ago
RF
Human Resources Assistant
Real Fruit Bubble Tea
Markham, ON
- $45,000 to $60,000 CAD / year
- Full-time
Reporting directly to the Human Resources Manager, the Human Resources Assistant will support day-to-day HR operations, including recruitment, onboarding, employee records management, and…
Added 10 mins ago
CM
Client Service Specialist, Client Account & Access Management
CIBC Mellon
Toronto, ON · Greater Toronto Area, Canada
- Full-time
3 + years progressive experience in financial services operations and demonstrated client facing roles
Added 10 mins ago
PC
Project Technologist
Pinchin Canada
Richmond, BC
- Full-time
Pinchin is seeking a Project Technologist to join our Environmental Due Diligence team in Burnaby. The role reports to the Operations Manager.
Added 10 mins ago
DU
Grad Studies Generalist Clerk
Dalhousie University
Halifax, NS
- Full-time
…programs. Reporting jointly to the Program Officer and Senior Manager, Professional Development & Student Engagement, the Grad Studies Generalist Clerk supports graduate student programs…
Added 10 mins ago
HC
Warehouse/Project Coordinator
HCS Contracting
London, ON
- Full-time
…than years of experience. Working directly with our Regional Manager, you'll gain hands-on experience supporting renovation projects, coordinating materials, working with trades and…
Added 10 mins ago
Recruiter (Vancouver)
Pacific Coastal Airlines
Richmond, BC
Pacific Coastal Airlines is seeking a dedicated and proactive Recruiter to join our Employee Services – Recruitment team. This is a permanent full-time position based at our head office in…
Added 10 mins ago
FOH - Management - Restaurant Manager
Northland Properties
Markham, ON
As a Restaurant Manager, you will be supporting the General Manager in overall restaurant operations, execution, management of staff, controllable profit plan achievement, guest count…
Added 10 mins ago
H
Manager
HealthCareersInSask.ca
Watrous, SK
- Full-time
Job Description: The Manager, Health Services, is a key leader in Saskatchewan health care, partnering with system leaders to achieve our province’s healthcare goals. Reporting to the…
Added 10 mins ago
R
Assistant Branch Operations Manager
RBC
Toronto, ON
- Full-time
The RBC Dominion Securities is looking for an Assistant Branch Operations Manager to join their team! The Assistant Branch Operations Manager fulfils a leadership role in the branch by…
Added 10 mins 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 10 mins ago
UO
Registered Veterinary Technologist
University of British Columbia
Vancouver, BC · UBCV | Centre for Comparative Medicine (CCM)
- $5,047 to $5,503 CAD / month
- Full-time
…Works closely with the Animal Care Technicians (ACTs), Senior Operations Manager and Clinical Veterinarians. Liaises with researchers and their…
Added 26 mins ago
DM
Manager, IT Service Deliver and End User Experience
District Municipality of Muskoka
Bracebridge, ON
- Full-time
Coordinate support escalation leveraging both internal and vendor services for workplace technologies (e.g., M365, endpoint management, telephony, printing, collaboration tools).
Added 26 mins ago
AB
assistant manager, restaurant
Ali Baba Pizza
Victoria, BC
- Full-time
Determine type of services to be offered and implement operational procedures
Added 26 mins ago
CO
Growth Coordinator
City of Saint John
Saint John, NB
- Full-time
The Growth Coordinator is responsible for the coordination and implementation of key strategies, actions, and operations to improve growth outcomes for the City of Saint John. Housed within…
Added 26 mins ago
T
Senior Manager, Executive Communications
TD
Toronto, ON
- Full-time
Strong understanding of the Canadian Personal Bank is an asset, including key business priorities, banking operations and the broader financial services landscape, with the ability to…
Added 26 mins ago
TU
Traffic Control Person (TCP)
The Universal Group
Quesnel, BC
- Full-time
…and responsiveness requirements, ensuring that the company's operations run smoothly and without…
Added 26 mins ago
TU
Traffic Control Person (TCP)
The Universal Group
Burns Lake, BC
- Full-time
…and responsiveness requirements, ensuring that the company's operations run smoothly and without…
Added 26 mins ago
YU
Systems Administrator
Yorkville University
Toronto, ON
- Full-time
…infrastructure, including on-premises servers, Microsoft 365, Azure cloud services, and network systems. You will manage day-to-day system administration, configure and maintain network…

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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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