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Added 8 mins ago
LL
Service Supervisor - Acheson
Liebherr-Canada Ltd.
Acheson, AB
- Full-time
Serve as a technical advisor to support complex projects and operational decision-making.
Added 24 mins ago
FC
Travel Sales Consultant - Horsham, UK
Flight Centre Travel Group
SK
- Full-time
Trusted Advisor: Be someone your customers can trust and share their excitement with, showing them you take your business seriously but not yourself.
Added 24 mins ago
PC
Sales Associate - Windermere South
Plantlife Cannabis
AB
- Full-time
Proven experience as a sales advisor or in another guest service/sales role
Added 24 mins ago
T
Senior Manager, Executive Communications
TD
Toronto, ON
- Full-time
Act as a trusted communications advisor and strategic sounding board, helping shape narratives, refine messaging and guide conversations on content, tone and stakeholder impact.
Added 24 mins ago
SL
Digital Graphic Designer
Sun Life
Toronto, ON · Waterloo, ON · Montreal, QC · Sun Life Waterloo King
- Full-time
As a Digital Graphic Designer on the Advisor Content and Creative team, you’ll collaborate with internal and external partners to turn marketing strategies into compelling, on-brand…
Added 24 mins ago
Manager, Business Banking, Virtual Advice - Halifax, NS (Bilingual English/French)
Scotiabank
Halifax, NS
Ensure regulatory compliance and keep advisors' product knowledge and training up to date
Added 39 mins ago
W
HSE Specialist - Night Shift
Worley
AB · Edmonton, AB
- Full-time
The HSE Advisor facilitates the safe performance of work. The aim of this role is to utilize professional judgement in assessing risk, reviewing risk and work practices, and determining the…
Added 39 mins ago
O
National Accounts Director
OPENLANE
Brampton, ON
- $100,000 to $125,000 CAD / year
- Full-time
Collaborative Bridge Builder: You naturally unite distributed Product, Operational, and Regional teams to orchestrate seamless customer workflows.
Added 39 mins ago
FR
Lead Software Engineer, Full-Stack Applications - AI Fluent
Fitch Ratings
Toronto, ON
- $180,000 to $220,000 CAD / year
- Full-time
Lead through influence and mentorship – Partner with product managers, analysts, and senior stakeholders as a trusted technical advisor, mentor engineers across teams, facilitate technical…
Added 39 mins ago
Retail Sales Representative - Quebec City
Encore
Quebec, QC
Added 1 hour ago
RE
Account Manager- Agriculture Equipment
Robert's Equipment
Mount Forest, ON
- Full-time
…construction, and property sectors, and becoming a trusted advisor they rely…
Added 1 hour ago
Insurance Advisor
Talent Acquisition Team at Westland Insurance. Text reply only.
Delta, BC
We’re searching for an Insurance Advisor. Are you searching for new possibilities?
Added 1 hour ago
Director, Client Enablement
Questrade Financial Group
Toronto, ON
Overseeing departmental resource allocation, budgets, and business case evaluations, serving as a trusted advisor to senior leadership on service innovation and operational efficiency.
Added 1 hour ago
T
Tangerine Advisor - Bilingual (French/English) - Tangerine
Tangerine
Toronto, ON
- Full-time
The Tangerine Advisor, Level 1 is responsible for delivering exceptional investment advice and servicing in the spirit of the Investments team mission to Coach, Educate and Enable Canadians…
Added 1 hour ago
Senior Manager, Investments Client Growth & Engagement
Scotiabank
Toronto, ON
…role offers meaningful exposure to senior stakeholders across Product, Analytics, Marketing, Client Experience, Channel, and Advisor…
Added 1 hour ago
Manager, Investments Client Growth and Engagement
Scotiabank
Toronto, ON
…role offers meaningful exposure to senior stakeholders across Product, Analytics, Marketing, Client Experience, Channel, and Advisor…
Added 1 hour ago
Sales Representative - Facility Services
Cintas
Tecumseh, ON
…practice valuable skills in cold-calling, in-person sales, product demonstrations, negotiations, objection-handling, and…
Added 1 hour ago
Sales Representative - Facility Services
Cintas
Windsor, ON
…practice valuable skills in cold-calling, in-person sales, product demonstrations, negotiations, objection-handling, and…
Added 1 hour ago
M
Retail Store Advisor (Flex)
MEC
Nanaimo, BC
- $19.35 to $20.2 CAD / hour
- Full-time
…new things and plan new adventures – and as a Flexible Store Advisor , you’ll be there to help make it all…
Added 1 hour ago
M
Seasonal Store Advisor - Edmonton Downtown
MEC
AB · Edmonton, AB
- Temporary
…new things and plan new adventures – and as a Seasonal Store Advisor, you’ll be there to help make it all…
Added 1 hour ago
C
Associate Insurance Advisor
Co-operators
Edmundston, NB
- Full-time
…to meet our clients' unique needs. The Associate Insurance Advisor I is a key player in the support and development of the agency operation primarily through the sales and service of…
Added 1 hour ago
CC
Sales Representative - Facility Services
Cintas Canada
Windsor, ON
- Full-time
…practice valuable skills in cold-calling, in-person sales, product demonstrations, negotiations, objection-handling, and…
Added 1 hour ago
CC
Sales Representative - Facility Services
Cintas Canada
Tecumseh, ON
- Full-time
…practice valuable skills in cold-calling, in-person sales, product demonstrations, negotiations, objection-handling, and…
Added 2 hours ago
Insurance Advisor
Talent Acquisition Team at Westland Insurance. Text reply only.
Brandon, MB
We’re searching for an Insurance Advisor. Are you searching for new possibilities?
Added 2 hours ago
D
Modeling & Risk Management - Senior Risk Analyst
Driven
ON · Ontario, Canada
- Full-time
…entrepreneur Som Seif, the company is developing a diversified product platform aimed at addressing historically underserved segments of the market. Purpose Unlimited’s businesses include…

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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