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 enablementExpand AI-enabled service and automated workflowsGovern integrated contact center operating frameworksStandardize analytics, reporting,



and KPI frameworksCoach senior managers across five disciplinesRequirements: Bachelor’s degree or equivalent practical experienceEight-plus years of progressive leadership experienceExperience managing managers across multidisciplinary teamsSuccess delivering measurable transformation improvementsExpertise deploying conversational AI or workforce platformsShape QFG’s client enablement strategy through contact center transformation, AI service, operational analytics, and disciplined leadership.#J-18808-Ljbffr

📌 Director Contact Center Transformation (Toronto)
🏢 Questrade Financial Group
📍 Toronto