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 (Winnipeg)
🏢 Questrade Financial Group
📍 Winnipeg