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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
…Senior Ambassador works closely with the Office Experience Manager and provides operational guidance and mentorship to other Office Experience Ambassadors, without formal people-management…
Added 10 mins ago
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MEP Project Manager
GagaMuller
Kamloops, BC
- Full-time
…projects are delivered on time, on budget, and to the highest…
Added 10 mins ago
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Project Manager – IT & Cloud Delivery
Acunor
Toronto, ON
- Contract
Seeking an experienced Project Manager to lead IT and cloud projects throughout the delivery lifecycle. The role involves ownership of scope, schedules, budgets, resources, risks and…
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Project Manager (Substations)
GagaMuller
Regina, SK
- Full-time
…projects are delivered on time, on budget, and to the highest…
Added 10 mins ago
RH
Community Disability Worker - Part-Time, Fort Saskatchewan.
Robin Hood Association
Fort Saskatchewan, AB
- $17.44 to $21.56 CAD / hour
- Part-time
…Health Services standards, Municipal Fire Standards, Service Quality Policy and Management System, Occupational Health & Safety Standards and HSMS, and Creating Excellence Together (CET)…
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
OM
Campaign Manager, Social
Omnicom Media
Toronto, ON
- Full-time
As a Campaign Manager, Paid Social Activation, you will own the execution and performance of paid social campaigns across key platforms including Meta, TikTok, Snapchat, LinkedIn, Reddit,…
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MEP Project Manager
GagaMuller
Merritt, BC
- Full-time
…projects are delivered on time, on budget, and to the highest…
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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…
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Wind Technician, Melancthon
TransAlta
Shelburne, ON
- Full-time
Support the Supervisor and regional Manager as part of a high-performance team of employees and contractors to achieve the expected outcomes of the plants.
Added 10 mins ago
RC
Server
Retirement Concepts
Victoria, BC
- $25.82 CAD / hour
- Temporary
The Server reports to the Support Services Manager and/or designate and performs all aspects of service in the dining room, resident lounges and room service for residents, guests, and the…
Added 10 mins ago
SU
Bookkeeper / Accountant/ Office Manager
Shop Under
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Bookkeeper / Accountant / Office Manager– Real Estate & Construction Project Management
Added 10 mins ago
EI
Senior Design Manager
EBC Inc.
Mississauga, ON
- Full-time
…construction projects, distinguishing itself through the high quality of its work, adherence to the highest industry standards, and a commitment to achieving environmental certifications.…
Added 10 mins ago
HF
Fund Accounting Manager (Credit Funds)
HS Financial Technologies
Halifax, NS
- Full-time
A Fund Accounting Manager (Credit Funds) will be required to manage the overall NAV calculation process within the guidelines and procedures provided by HS Financial Technologies (formerly…
Added 10 mins ago
DU
Student & Patient Support Assistant
Dalhousie University
Halifax, NS
- Full-time
…for regional, national and international communities through quality education, research and service. Reporting to the Manager, Patient Services, the Student & Patient Support Assistant…
Added 10 mins ago
C
Project Manager (Design & Construction)
Corix
Vancouver, BC
- Other
Corix is looking for a decisive, solutions-oriented Project Manager to lead district energy and utility infrastructure projects from design through construction, commissioning, and handover…
Added 10 mins ago
MI
Program Manager (Tooling)
Magna International
Brampton, ON
- Full-time
· Participate in contract reviews, Quality Analysis Review (QAR ) Scope of Work Review (SOW) Homeline integration review
Added 10 mins ago
MI
Apprentice - Tool & Die
Magna International
St. Thomas, ON
- $33.32 to $40.64 CAD / hour
- Full-time
Interact with the team members running the line to look for improvements or ideas to improve your/their job/task and improve line Safety, Quality and Productivity.
Added 10 mins ago
MI
Apprentice - Electrician
Magna International
St. Thomas, ON
- $33.32 to $40.64 CAD / hour
- Full-time
Interact with the team members running the line to look for improvements or ideas to improve your/their job/task and improve line Safety, Quality and Productivity.
Added 10 mins ago
OL
Health Care Aide - Part Time (0.47)
Optima Living
Calgary, AB
- Part-time
In collaboration with the Recreation Manager, assists residents with participation in preferred social and recreational activities and provides one-on-one recreation as needed.
Added 10 mins ago
OL
Health Care Aide - Part Time (0.47)
Optima Living
Calgary, AB
- Part-time
In collaboration with the Recreation Manager, assists residents with participation in preferred social and recreational activities and provides one-on-one recreation as needed.
Added 10 mins ago
OL
Health Care Aide - Part Time (0.43)
Optima Living
Calgary, AB
- Part-time
In collaboration with the Recreation Manager, assists residents with participation in preferred social and recreational activities and provides one-on-one recreation as needed.
Added 10 mins ago
Principal Product Manager - Billing & Platform
Constant Contact
ON
We have an opening for a Principal Product Manager to own billing and platform at Constant Contact. This is a rare chance to shape one of the most connected systems in the company. Almost…
Added 10 mins ago
A
Senior Project Manager (Environment)
AtkinsRéalis
Toronto, ON
- Full-time
Act as Project Manager or Project Director with overall accountability for project performance, including scope, schedule, budget, quality, risk, change management, client satisfaction and…

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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