Lead contact center transformation at QFG through AI-enabled service, operational excellence, and a hybrid mode 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 (Ontario)
🏢 Questrade Financial Group
📍 Ontario