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Third Key Holder Visual
Ardene
Ottawa, ON
- Full-time
Overseeing all store operations including: opening and closing procedures, store cleanliness, re-stocking and merchandising, customer service and supervision of the team.
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A
Third Key Holder Visual
Ardene
Ottawa, ON · Kanata, ON
- Full-time
Overseeing all store operations including: opening and closing procedures, store cleanliness, re-stocking and merchandising, customer service and supervision of the team.
Added 7 mins ago
A
Third Key Holder
Ardene
Ottawa, ON · Kanata, ON
- Full-time
In the absence of the Store Manager and the Assistant Manager, the Third Key Holder is responsible for overseeing all store operations including: opening and closing procedures, store…
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Integration Platform Manager
TALTEK | TALENT in TECHNOLOGY
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
…TALTEK, nous nous engageons à offrir le meilleur niveau de service à nos clients et candidats. Notre approche est humaine et nos valeurs sont : la transparence, l’intégrité et le…
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MI
Associate, Genesis, Portfolio Operations
MUFG Investor Services
Halifax, NS
- Full-time
Operate and oversee reconciliation technology to deliver Investment Manager positions and profit & loss reconciliations.
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AI Platform - B2B Sales Manager
TP
Toronto, ON
- Full-time
Job Overview: As an Operations Manager, you will play a pivotal role in overseeing and managing a group of Cluster leads or clusters within our organization. Your responsibility is to…
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VR
Maintenance Technician - Vintage
Vivmark Residential
ON · Ontario, Canada
- Full-time
As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can't. At Vivmark, team members…
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MP
U SPORTS Winter Intern
M2 Partners
Toronto, ON
- Full-time
Research and identify prospective clients aligned with ideal customer profile and service offerings
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Analyst, Loans Modelling & Administration
Building Ontario Fund
Toronto, ON
- Full-time
In this role, you’ll report to the Manager, Loans Administration & Compliance and be accountable for financial analysis, modelling, and scenario analysis to support portfolio monitoring and…
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GK
Speech Language Pathologist
Grandview Kids
Ajax, ON
- $37.94 to $47.91 CAD / hour
- Contract
Under the general direction of the Clinical Manager, the Speech-Language Pathologist completes an assessment on clients referred for Speech-Language Pathology Services and identifies…
Added 7 mins ago
MT
Clinical Manager, Youth Mental Health
MediFlex Talent Solutions
Belleville, ON
- Full-time
Clinical Manager, Youth Mental Health | Bay of Quinte, Ontario | On site, 35-hour week
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WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Brampton, ON
- Contract
This position will report to the Clinical Services Manager, Professional Practitioner.
Added 7 mins ago
GW
Events Coordinator
Gowling WLG
Toronto, ON
- $55,000 to $68,000 CAD / year
- Full-time
Working closely with the Manager, Events & Experiences, the Events Coordinator plays a role in supporting the delivery of consistently high-quality event experiences across the Firm -…
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WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Brampton, ON
- Contract
This position will report to the Clinical Services Manager, Professional Practitioner.
Added 7 mins ago
RC
Fitter Welder - Stoney Creek (Ontario)
REEL COH Inc.
Stoney Creek, NB
- Internship
Under the responsibility of the Operation Manager, the Fitter - Welder performs the assembly work necessary for the manufacturing and repairs of lifting devices for our customersthroughout…
Added 7 mins ago
GK
Speech Language Pathologist
Grandview Kids
Ajax, ON
- $37.94 to $47.91 CAD / hour
- Contract
Under the general direction of the Clinical Manager, the Speech-Language Pathologist completes an assessment on clients referred for Speech-Language Pathology Services and identifies…
Added 7 mins ago
WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Toronto, ON · Etobicoke, ON
- Contract
This position will report to the Clinical Services Manager, Professional Practitioner.
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Community Residential Manager
Boardwalk
Regina, SK
- Full-time
We pride ourselves in providing the best customer service and helping people find their perfect home. Customer Service is an integral part of our Company Values and we are looking for…
Added 7 mins ago
CD
Specialist, Intervenor
CNIB Deafblind Community Services
Hamilton, ON
- $28.83 CAD / hour
- Full-time
Provide one on one service and support to individuals who are Deafblind in the home or the community.
Added 7 mins ago
WO
Speech Pathologist - Speech Therapy Corporate
William Osler Health System
Toronto, ON · Etobicoke, ON
- Contract
This position will report to the Clinical Services Manager, Professional Practitioner.
Added 7 mins ago
FR
Human Resources Director/Senior Manager
Foresight Recruitment Group
Mississauga, ON
- $115,000 to $130,000 CAD / year
- Full-time
Foresight Recruitment Group is partnering with an established Canadian real estate organization to identify an experienced and forward-thinking Senior Manager / Director, Human Resources.
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Data Steward (BAC42D7)
Referment
Montreal, QC
- Full-time
This could suit a data steward, data governance analyst, business analyst or data-quality specialist from a bank, asset manager or market-data provider who wants to work closer to AI-driven…
Added 7 mins ago
CO
Manager, Fund Development (21-month contract)
Canadian Olympic Foundation
Toronto, ON
- Contract
The Manager, Fund Development is a dynamic individual who drives revenue through building relationships with individuals in support of shared philanthropic goals. Reporting to the Director,…
Added 7 mins ago
TA
Director, Investments
Thorek/Scott and Partners
Toronto, ON
- Full-time
…institutions, private equity and investment funds, professional service firms, and entrepreneurial businesses in a variety of industries. We value the human connection and distinguish…
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Summer Student - Customer Service
AltaLink
Calgary, AB
- Internship
…empowered to continuously improve, deliver outstanding customer service and make a meaningful impact every day. We embrace the unique identities, experiences and perspectives of our…

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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