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Added 9 mins ago
SG
Junior PM
Software Guidance & Assistance, Inc. (SGA, Inc.)
Mississauga, ON
- Full-time
Supervise inventory, procurement, and distribution of office stationery, technical accessories, and specialized team supplies.
Added 9 mins ago
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Vice President Fleet Canada
SIXT
Mississauga, ON
- Full-time
We are a globally leading mobility service provider with a revenue of €4.3 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car…
Added 9 mins ago
B
Power Engineer - 5th Class
BGIS
High Level, AB
- Full-time
…performing maintenance and repair, routine services on non-technical facility components (i.e. walls, floors, etc.). The Power Engineer – 5 th Class is also responsible for performing work…
Added 9 mins ago
MT
Inside Sales Engineer
Modern Technical Staffing Inc.
Vaughan, ON
- $70,000 to $75,000 CAD / year
- Full-time
Collaborate with sales, technical, service, and business development teams to support customer requirements and project opportunities.
Added 9 mins ago
HT
Technical Trainer
Husky Technologies
Bolton, ON
- Full-time
…on-site. This may involve coordinating communication between Service Managers, Area Managers, the Call Center, Parts Distribution and the…
Added 9 mins ago
LL
Service Supervisor - Acheson
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Acheson, AB
- Full-time
…workshop, ensuring all maintenance, repair, fabrication, and service activities are completed safely, efficiently, and to the highest quality standards. This role oversees workflow…
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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 9 mins ago
ZS
Microsoft Dynamics Consultant
Zodiac Solutions, Inc
Mississauga, ON
- Full-time
…involves troubleshooting, system configuration, and providing technical support for end users to ensure the smooth running of financial and operational processes within the system. You will…
Added 9 mins ago
D
Demand Planner
Doka
Varennes, QC
- Full-time
…Doka has a high-performing distribution network for advice, customer service and technical support on the spot and ensures that equipment is swiftly provided – no matter how big and complex…
Added 9 mins ago
DU
Grad Studies Generalist Clerk
Dalhousie University
Halifax, NS
- Full-time
Experience providing client service and responding to inquiries from students, faculty, staff, and external stakeholders.
Added 9 mins ago
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Rope Access NDT Technicians
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Rocky View No 44, AB · Rocky View County, AB
- Full-time
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Added 9 mins ago
AW
Data Analyst III
Agilus Work Solutions
Calgary, AB
- Contract
…requirements, improve data quality, and evolve dashboards, self-service analytics, and decision tools. Serve as a trusted liaison between Analytics and business teams including Customer…
Added 9 mins ago
DU
Student & Patient Support Assistant
Dalhousie University
Halifax, NS
- Full-time
…international communities through quality education, research and service. Reporting to the Manager, Patient Services, the Student & Patient Support Assistant will work as front-line staff…
Added 9 mins ago
QP
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Calgary, AB
- Full-time
Ability to communicate effectively and professionally, both oral and written and responding to tenant service requests promptly and professionally, maintaining a high level of customer…
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Bilingual Customer Care Representative (EN/FR)
Sporting Life Group
Vaughan, ON
…internal store support centre (SSC) teams, stores and the wider Customer Care team to help resolve customer concerns, support operational processes, and maintain high service standards…
Added 9 mins ago
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ON
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Added 9 mins ago
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Added 9 mins ago
Unified Customer Experience - Senior Software Engineer
Questrade Financial Group
Calgary, AB
…for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best…
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You listen to customers’ needs to provide exceptional customer service;
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You listen to customers’ needs to provide exceptional customer service;
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JUNIOR ASSISTANT MANAGER
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Keep the store running smoothly and ensure your team provides outstanding customer service;
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TH
MK Field Service Representative - Part-Time
The Hillman Group, Inc.
Toronto, ON
- Part-time
The Field Service Representative will serve as the primary contact with our retail customer locations. The Field Service Representative will be responsible for restocking kiosks, order…
Added 9 mins ago
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Maintenance Manager
Cogir Senior Living
Calgary, AB · McKenzie Towne Retirement
- Full-time
…your passion? Does motivating a team and delivering superior customer service excite…
Added 9 mins ago
UO
Programmer Analyst I
University of British Columbia
Vancouver, BC · UBCV | University Services Building (USB)
- $7,158.42 to $10,292.25 CAD / month
- Full-time
Reports to the Software Innovation Technical Lead at the UBC Learning Technology Innovation Centre. Works under the direction of Solutions Architects, Programmer Analysts, Senior Managers,…
Added 9 mins ago
UO
Registered Veterinary Technologist
University of British Columbia
Vancouver, BC · UBCV | Centre for Comparative Medicine (CCM)
- $5,047 to $5,503 CAD / month
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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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