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Added 32 mins ago
S
Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
The Customer Success Manager (CSM) - IC2 - is the practitioner level in the CSM job family. You will own consumption and adoption outcomes across a portfolio of mid-complexity customers,…
Added 47 mins ago
Senior Insurance Advisor (Moose Jaw, SK)
Talent Acquisition Team at Westland Insurance. Text reply only.
Moose Jaw, SK
We’re searching for a Senior Insurance Advisor. Are you searching for new possibilities?
Added 1 hour ago
AF
Everyday Banking Advisor - Calgary Stephen Avenue
ATB Financial
Calgary, AB
- Full-time
Be a Trusted Advisor: Provide personalized advice on personal banking products, services, and solutions. You'll match clients with the right products and escalate complex needs to senior…
Added 1 hour ago
Senior Member Experience Advisor (MAC)
First West
Langley (District), BC · Langley, BC
The Senior Member Experience Advisor (MAC) delivers exceptional service and advice to a diverse range of members across all divisions. This role focuses on providing proactive, holistic…
Added 1 hour ago
ES
Senior Manager PA and DPM - 12 Months Contract- Express Scripts Canada
Express Scripts Canada
Mississauga, ON
- Full-time
This position carries accountability for service delivery and SLA performance while driving transformative and sustainable initiatives aimed at improving client-facing service offering and…
Added 1 hour ago
SW
ScotiaMcLeod Senior Associate
Scotia Wealth Management
Montreal, QC
- Full-time
As a Senior Associate you will work closely with a Wealth Advisor in the development and management of their book of business by providing effective client service and contributing to…
Added 2 hours ago
C
Sr.Financial Advisor - CIRO-MFD/AMF
CIBC
Penticton, BC
- Full-time
…comprehensive financial plans and providing exceptional client service. As a Senior Financial Advisor in the Imperial Service Team, you’ll expertly deliver on CIBC’s Imperial Service…
Added 3 hours ago
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Senior Advisor, Business strategies
Desjardins
Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
As a senior business strategy advisor, you help develop plans and business intelligence; monitor business plans and performance; set targets; identify opportunities to improve service…
Added 3 hours ago
CH
Senior Manager PA and DPM - 12 Months Contract- Express Scripts Canada
Cigna Healthcare
Mississauga, ON
- Full-time
This position carries accountability for service delivery and SLA performance while driving transformative and sustainable initiatives aimed at improving client-facing service offering and…
Added 3 hours ago
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Insurance Advisor
BCAA
Kelowna, BC
- Full-time
Becoming an Insurance Advisor puts you on the path towards a fulfilling career as a Senior Insurance Advisor within only 12 months. Your passion to deliver signature customer experiences…
Added 3 hours ago
SS
Sales Advisor
Sienna Senior Living
Whitby, ON
- Full-time
Excellent customer service skills and knowledge and be able to teach others.
Added 3 hours ago
CI
Account Director
Citylitics Inc.
Toronto, ON
- Full-time
The Account Director will own the commercial strategy and performance of an assigned customer portfolio, with direct accountability for achieving gross revenue retention and net revenue…
Added 3 hours ago
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Senior Delivery Consultant
Diligent
Vancouver, BC
- Full-time
Diligent is seeking a Senior Delivery Consultant to lead end-to-end client engagements and deliver exceptional Professional Services throughout the customer journey and product enablement…
Added 4 hours ago
M
Strategic Partnership Manager
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
…secured, manage risks effectively, and deliver exceptional service to our internal stakeholders, customers and vendors. Key success factors for this role include effective contract…
Added 4 hours ago
Senior Financial Reporting Analyst | Great West
The Canada Life Assurance Company
Winnipeg, MB
The Senior Financial Reporting Analyst supports SAP-related business, accounting and financial reporting processes within Lifeco Global across Canada, Europe (UK, Germany, Ireland,…
Added 4 hours ago
Director, AI Wealth Enablement
The Canada Life Assurance Company
London, ON · Toronto, ON · ON · Mississauga Ontario, ON
…where AI can improve outcomes and efficiency as related to advisor experience, dealer processes, compliance needs, and other wealth…
Added 4 hours ago
O
National Accounts Director
OPENLANE
Brampton, ON
- $100,000 to $125,000 CAD / year
- Full-time
…consignment and sales volume and (2) drive revenue expansion through service penetration. This will be achieved by demonstrating to the client that OPENLANE is meeting and exceeding the…
Added 5 hours ago
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Senior Manager
Visa
Toronto, ON
- Full-time
Serve as a senior operational and technical advisor for Sponsor Banks and their fintech portfolios
Added 5 hours ago
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Vice President, Sales & Marketing
CYBERWELL
ON · Ontario, Canada
- Full-time
…strategic leadership with direct involvement in key deals, customer relationships, and team…
Added 5 hours ago
C
Sr. Financial Advisor CIRO-ID (Urban)
CIBC
Toronto, ON
- Full-time
As a member of the Imperial Service Team, you’ll manage and grow a dedicated client portfolio through key relationship management, creating comprehensive financial plans and providing…
Added 5 hours ago
C
People Change Management & Communications Co-op
CIBC
Toronto, ON
- Full-time
Strategic Consulting - You will act as a trusted advisor to senior leaders, providing insights and recommendations on how to manage the people side of change. You will synthesize complex…
Added 5 hours ago
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Regional Vice President, Personal Banking, Toronto East & Pickering
BMO
Toronto, ON
- Full-time
Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the…
Added 5 hours ago
ScotiaMcLeod Senior Associate
Scotiabank
Montreal, QC
As a Senior Associate you will work closely with a Wealth Advisor in the development and management of their book of business by providing effective client service and contributing to…
Added 5 hours ago
E
Senior Engagement Manager
EXL
Canada
- Full-time
Build trusted relationships with client executives and senior business, data, digital, operations, engineering, supply chain, and technology leaders.
Added 5 hours ago
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Regional Vice President, Personal Banking, Durham
BMO
Whitby, ON
- Full-time
Guides, directs, and coaches employees to deliver exceptional service to BMO customers and prospects. Understands the needs of BMO customers or prospects to provide sales and service in the…

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.

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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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