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 Flexiti?

• 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 Flexiti Supervisor, Client Services. Could it be you?

The Flexiti Supervisor, Client Services, leads frontline employees, using emerging AI tools and analytics to drive operational success.

They are fully accountable for KPI and SLA results, managing performance through data interpretation, daily/weekly audits, and targeted, data-informed coaching.

The Flexiti Supervisor acts as the primary escalation point for high-severity issues. Responsibilities include regularly updating policies and procedures, advocating for technology-driven processing enhancements, leading significant change initiatives, and managing complex projects to optimize operations and client experience.

Need more details? Keep reading...

In this role, responsibilities include but are not limited to:

• Supervise, direct, and coordinate Client Services Specialists.
• Provide regular formal and informal performance feedback, including daily, weekly, and monthly audits of reports, calls, and tasks.
• Coach and develop team members to set performance and professional development goals.
• Conduct team meetings and huddles to communicate priorities and initiatives.
• Assess training needs and collaborate with the Senior Manager to implement strategic processes.
• Support administrative tasks such as scheduling, work assignments, vacation, and overtime management.
• KPI/SLA Accountability: Own all KPI and SLA outcomes, consistently meeting or exceeding objectives.
• Proactively track team/individual metrics, analyze underperformance root causes, and implement end-to-end solutions.
• Review departmental and individual performance reports daily to identify trends and use findings to continuously improve processes.
• Develop and update policies and procedures to reflect best practices and regulatory changes.
• Serve as the first point of escalation for high-severity client issues (e.g., system outages, critical errors, major complaints) and provide immediate guidance and resolution support.
• Follow up with employees and clients concerning complex issues to ensure full resolution.
• Drive processing enhancements by collaborating with colleagues, department heads, and external partners to champion and implement change, utilizing data/analytics and emerging AI tools.
• Spearhead necessary initiatives, including inbound/outbound communication campaigns, employee recognition programs, and systems for tracking issues.
• Take the lead on active and future projects with Senior Manager support.
• Schedule and coordinate meetings, workshops, and training sessions for both internal leaders and external partners (e.g., NCRI).

So are YOU our next Flexiti Supervisor, Client Services? You are, if you...

• Have demonstrated consulting, facilitation, and coaching skills with the ability to work effectively with minimal supervision.
• Have proven ability to interpret and communicate moderate to complex data, monitor metrics, and solve problems.
• Have the ability to understand and react to customer needs while managing difficult situations efficiently.
• Are flexible to work in a fast-paced, changing environment with tight deadlines.
• Have the ability to effectively use AI tools to support decision-making, performance insights, and process improvements across the business.

Additional kudos if you…

• Are Bilingual - written and verbal fluency in English and French
• Have a post-secondary degree/diploma in a related field.
• Have 3-5 years of experience in a supervisory/leadership role managing people and processes.
• Have 3-5 years of experience in a call centre environment.
• Have 1+ years of experience in Client Services specifically.
• Have industry certifications such as CSC, CPH, or DFOL.

Compensation Information:

• Base salary range: $70,000 - $75,000
• The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.

Sounds like you? Click below to apply!

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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.