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Added 12 mins ago
WT
Senior Manager, Advice Innovation & Experience (16-month Fixed Term Contract)
Wealthsimple Technologies
Remote, Canada
- $156,000 to $195,000 CAD / year
- Full-time
- Remote
Work directly with and senior leadership to shape the future of Wealthsimple's advice offering
Added 12 mins ago
D
Senior Demand Generation Strategist (Remote Canada)
Directive
Remote, Canada
- Full-time
- Remote
This role is listed internally as Demand Generation Manager*
Added 26 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 26 mins ago
A
Business Development Representative
Alphabyte
Canada
- Full-time
As a BDR at Alphabyte, you open doors. Your job is to get senior decision-makers (CTOs, CIOs, VPs of Operations, Directors of Innovation, Chief Data Officers, enterprise IT leads) on the…
Added 26 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 27 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 57 mins ago
L
Tech Vendor Management Manager
lululemon
Vancouver, BC
- Full-time
Reporting to the Senior Director, Procurement, the Manager, Technology Vendor Management partners with business and technology stakeholders to ensure strategic suppliers deliver strong…
Added 57 mins ago
ND
Marketing Manager, Retention & Lifecycle
No Days Wasted®
Toronto, ON
- Full-time
We win by getting people to try NDW. You make sure they come back. As Retention & Lifecycle Manager, you own every customer after their first order. You are obsessed with our customers and…
Added 57 mins ago
E
Capital Asset Manager (Alberta)
Extendicare
Airdrie, AB · Extendicare Inc (Steeles Ave.)
- Full-time
Reporting to the Senior Director, Asset Manager, the Capital Asset Manager will oversee capital projects, capital budgets, renovations, and expansions for a portfolio of long-term care…
Added 57 mins ago
Construction Superintendent - Network (Canal Flats)
IREN
Canal Flats, BC
7+ years of experience in structured cabling / network infrastructure construction on large-scale data center, telecom, or mission-critical projects, including at least 3 years in a…
Added 1 hour ago
UO
Instructional Designer
University of Niagara Falls Canada
Niagara Falls, ON
- $75,000 to $85,000 CAD / year
- Contract
…contract. As an instructional designer you will report to the Manager: Instructional Design and work closely with the developing CTE team, including the Senior Instructional Designer, and…
Added 1 hour ago
Director, Client Enablement
Questrade Financial Group
Toronto, ON
…AI Service, Workforce Management (WFM), Training & Quality, Data & Reporting, and Operational Excellence - under a cohesive, technology-driven operating model. Accountable for translating…
Added 1 hour ago
System Architect - Krembil Centre for Neuroinformatics
CAMH
Toronto, ON
Reporting to the KCNI Operations Manager, the full-time, contract (12 months) Solution Architect leads the cloud and solution architecture for the IYS data platform. Built on Google Cloud…
Added 1 hour ago
VC
Senior Sales Manager, Working Capital (Toronto)
Vault Credit Corporation
Toronto, ON
- Full-time
…team to match Montreal's size and output. You manage to the data, build and run world-class onboarding, training and coaching, and partner across the organization to make the whole process…
Added 1 hour ago
G&
District Sales Manager
Grand & Toy
Vaughan, ON
- Full-time
…important markets. We're looking for a dynamic District Sales Manager to lead and develop a team of sales representatives serving small and mid-market customers throughout the GTA and…
Added 1 hour ago
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Senior IT Audit Manager
BMO
Toronto, ON · FCP
- Full-time
…work provides vital assurance to the Board of Directors and senior management on the quality of internal control systems and reduces the risk of loss and reputational damage to the Company.…
Added 1 hour ago
MH
Sales Administration Specialist
Mattamy Homes
Toronto, ON · GTA, ON
- Full-time
Senior Manager, Sales Process & Administration
Added 1 hour ago
Administrator, Billing
Aecon
Toronto, ON · Scarborough, ON
Reporting to the Manager, Operations, the Administrator, Billing, for will be responsible for supporting the daily activities of the telecommunications job site.
Added 1 hour ago
IG
Project Manager - Finance
Infotree Global Solutions
Montreal, QC
- Contract
Prepare and present regular reports on model risk status, issues, and mitigation efforts to senior management, internal audit and regulators.
Added 2 hours ago
M
Director, Portfolio Operations & Performance
Marcon
Vancouver, BC
- $165,000 to $180,000 CAD / year
- Full-time
Reporting to the Vice President, IPP & Hospitality, this role provides senior leadership across Property Management and Hotel Operations, including leadership of the Regional Property…
Added 2 hours ago
CH
Business Development Manager
Calvert Home Mortgage Investment Corporation
Calgary, AB
- Full-time
Position Title: Business Development Manager – GTA East Territory
Added 2 hours ago
E
Senior Director, Clinical Development Change & Transformation Lead
Evinova
Mississauga, ON
- Full-time
…everyone. Operating at the intersection of healthcare, technology, data, and analytics, we are changing how clinical research is conducted, how care is delivered, and how patients…
Added 2 hours ago
Senior Manager, Data Science & Service Intelligence
Questrade Financial Group
Toronto, ON
We’re looking for our next Senior Manager, Data Science & Service Intelligence. Could It Be You?
Added 2 hours ago
SH
Manager/Director, Management Consulting
Santis Health
Toronto, ON
- Full-time
Santis Health is seeking a growth-oriented leader to join our Management Consulting practice at the Manager, Senior Manager or Director level. This hybrid role, based in our Toronto office,…
Added 2 hours ago
BL
Paid Media Acquisition and Growth Specialist
Blanc Labs
Toronto, ON
- Contract
Plan, launch, and optimize paid acquisition campaigns across Google Ads and Meta Ads Manager, including keyword/audience strategy, bidding, budget management, retargeting, and display

Questrade Financial Group

Director, Client Enablement

Toronto, ON, Canada

Apply About employer

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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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