Lead contact center transformation at QFG through AI-enabled service, operational excellence, and a hybrid model with at least three office days. The Director, Client Enablement establishes a multi-year capability roadmap for five functions: AI Service, WFM, Training & Quality, Data & Reporting, and Operational Excellence. This senior change leader translates transformation priorities into measurable outcomes while balancing client experience, efficiency, and regulatory compliance. The role partners with Questrade Technology Group and external technology providers. Key Responsibilities:
Establish the strategic roadmap for client enablement Expand AI-enabled service and automated workflows Govern integrated contact center operating frameworks Standardize analytics, reporting, and KPI frameworks Coach senior managers across five disciplines Requirements:
Bachelor’s degree or equivalent practical experience Eight-plus years of progressive leadership experience Experience managing managers across multidisciplinary teams Success delivering measurable transformation improvements Expertise deploying conversational AI or workforce platforms Shape QFG’s client enablement strategy through contact center transformation, AI service, operational analytics, and disciplined leadership.
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Director Contact Center Transformation in Toronto employer: Questrade Financial Group
At Questrade Financial Group, we pride ourselves on being an exceptional employer that fosters a dynamic and innovative work culture. As a Senior Manager of Acquisition Marketing, you will have the opportunity to lead transformative marketing strategies while collaborating with talented professionals in a hybrid work environment. We offer competitive benefits, continuous employee growth opportunities, and a commitment to leveraging cutting-edge technology, making Questrade a rewarding place to advance your career in the financial sector.
