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About the Role

Questrade Financial Group (QFG) is seeking a Senior Manager, Account Management to lead the performance, strategic direction, and operational risk management of the Account Management function. This role involves managing and mentoring teams to drive superior client outcomes and foster a high-performing service culture, while overseeing the end-to-end account management lifecycle and ensuring compliant execution of transactions.

Responsibilities

Shape and execute strategy for client experience and account management servicing.
Translate objectives into team priorities, processes, and measurable targets.
Lead, coach, and mentor Managers by setting clear goals and providing feedback.
Hold leaders accountable for team results and the growth of their Supervisors and Specialists.
Own talent and succession planning, including assessments, career conversations, and recruitment.
Partner with Workforce Management on forecasting, staffing, and shift coverage.
Serve as the executive escalation point for client complaints and complex issues.
Own service results across phone, live chat, and email.
Ensure disputes and formal complaints are logged, investigated, and resolved in line with regulatory requirements.
Use client insights to improve service across the organization.
Oversee back-office queues, exceptions, and aged items to ensure completion within SLAs.
Lead cross-functional collaboration with Back Office, Treasury, Fraud, Risk, and Mortgage Operations.
Drive operational efficiency through seamless handoffs of complex cases and capacity planning.
Work with technology teams to improve tools like Salesforce and Genesys.
Cultivate and drive a strong risk and compliance culture.
Ensure adherence to KYC, AML/ATF, signature standards, and client data privacy requirements.
Proactively identify actual or potential violations and risk situations.
Champion change by working with peers and department heads to improve processes, policies, and procedures.
Keep procedure manuals and the knowledge base current.
Present performance, quality, and trend reports to senior leadership.

Requirements

Minimum 8-10 years of customer service or operations experience in banking or financial services, ideally within money movement, credit cards, and/or mortgages.
Minimum 5 years of experience developing, leading, and coaching a team of successful professionals and managers.
Strong analytical skills.
Ability to communicate in a professional and knowledgeable manner.
Self-starter who is results-driven.
Exemplifies the spirit of a team player.
Brings a positive, can-do attitude with creative solutions to problems.
Able to build healthy working relationships with team and peers.
Uses open communication and collaboration to solve problems and manage deliverables.
Works well in a dynamic, fast-paced environment.
Navigates organizational change.

Skills

Account Management
Strategic Leadership
Team Development
Client Experience
Escalation Management
Operational Oversight
Risk Mitigation
Compliance
AI
Salesforce
Genesys

Location

Hybrid

Work Type

Hybrid
Full-Time Permanent

Experience Level

Senior Manager
8-10 years of customer service or operations experience
5 years of experience developing, leading, and coaching a team

Education Level

Post-secondary degree or diploma in business, finance, economics, or a related field preferred

Salary/Compensations

$125,000 - $135,000

Benefits

Health & wellbeing resources and programs
Paid vacation, personal, and sick days
Competitive compensation and benefits packages
Competitive incentive (bonus) program

About the Company

Questrade Financial Group (QFG) provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more through its companies: Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti.
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.
We are committed to fostering a diverse, inclusive and accessible work environment where individuals are treated with dignity and respect.
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.

Equal Opportunity

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 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.