What’s in it for you as an employee of QFG?
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Health & wellbeing resources and programs
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Paid vacation, personal, and sick days for work-life balance
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Competitive compensation and benefits packages
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Work-life balance in a hybrid environment with at least 3 days in office
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Career growth and development opportunities
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Opportunities to contribute to community causes
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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 Director, Account Transfers. Could It Be You?
The Director, Account Transfers is the end-to-end Business Owner for one of Questrade’s most critical customer journeys. This is a high-visibility leadership role that bridges the gap between complex brokerage operations, high-scale service delivery, and fintech innovation. for the Account Transfer journey, integrating operational excellence with a product-led approach to eliminate systemic friction.
Beyond managing a multi-layered organization of Middle and Back Office teams, this individual is responsible for the strategic evolution of Questrade’s transfer infrastructure. They will quantify the 'Cost of Friction' and act as the primary Business Owner for the Transfer Roadmap, driving the requirements for world class automated, self-service client solutions.
Your goal is to cement Questrade’s position as a cutting-edge leader in the Canadian investment landscape by delivering the fastest, most transparent transfer experience in the industry.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
Service Delivery
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Orchestrate a specialist-driven client facing Middle Office 'Command Center' that prioritizes First Contact Resolution (FCR) and journey transparency over traditional volume management
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Utilize sophisticated WFM strategies to maintain service levels during high-volume periods (e.g., RSP Season, offers).
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Foster a culture of "Extreme Ownership" within the service teams, ensuring that specialized associates provide high-fidelity technical guidance to clients while maintaining peak productivity.
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Own the departmental scorecard, including AHT, NPS/CSAT, transfer cycle times, and "first-contact resolution" for transfer impediments.
Product Strategy & Infrastructure Innovation
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Serve as the primary stakeholder for the Account Transfer product roadmap, identifying opportunities to improve processing speed, transparency, and the overall client experience..
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Modernize operations by identifying manual "pain points," quantifying the expected ROI of automation, and preparing formal business cases for Executive leadership to secure investment.
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Collaborate cross-functionally with Product, Engineering, and UX teams to define technical dependencies and prioritize features in the development sprint cycle.
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Benchmark Questrade against leading financial institutions and fintechs to ensure our transfer capabilities remain "cutting edge" rather than just "compliant."
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In collaboration with the Operational Excellence team, leverage data to identify trends, predict volume surges, and isolate root causes of transfer delays.
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Ability to translate raw operational data into compelling narratives for senior executives to justify resource allocation and tech investment.
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Provide domain expertise to the Data Science team to help refine predictive models for transfer "health" and completion timelines.
Operational & Back Office Oversight
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Executive oversight of all ATON and manual processing (TFIN/TFOT), including asset list reviews, account closures, and settlement investigations.
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Accountability for the Document Control and Mail Room functions, ensuring the seamless integration of physical asset processing (cheques, certificates, FI letters) into digital workflows.
Strategic Industry Advocacy & Relationships
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Provide Industry Advocacy and Leadership within CIRO and Fundserv working groups to influence the evolution of Canadian transfer protocols in Questrade’s favor.
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Build strategic bridges with leadership at peer Broker-Dealers, Fund Companies, and Deposit Institutions to facilitate smoother asset movements and resolve systemic industry bottlenecks.
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Manage high-level relationships with industry utilities (Fundserv, Cannex, CDS, and Broadridge) to influence their roadmaps in favor of Questrade’s automation goals.
So are YOU our next Director, Account Transfers? You are if you…
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Have 10+ years in Financial Services/Fintech Operations, with 5+ years of Canadian or US account transfers experience within a regulated Broker Dealer.
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Have 5+ years in a leadership role, with experience leading large (40+ people) teams at a leadership/management capacity.
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Have a University degree in Business, Engineering, or Finance. Masters degree or advanced certifications (e.g. CFA).
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Have experience overseeing client-facing servicing teams or working in client-facing execution or market operation roles is preferred.
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Have a proven ability to build business cases, navigate technical dependencies, and successfully lobby for Product/Engineering resources.
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Are experienced with workforce management tools, and scaling service teams without compromising quality.
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Have expert knowledge of CIRO Rule 4800, ATON protocols, and the nuances of registered and non-registered account transfers.
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Have exceptional executive-level presentation skills; the ability to translate complex operational "noise" into clear, data-driven business opportunities.
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Have familiarity with SQL, Power BI, or Tableau to independently explore dashboards and extract insights is considered a significant asset.
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Have excellent analytical and problem-solving skills, with an extraordinary attention to detail and verbal reasoning skills.
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Have the ability to "de-jargonize" complex financial events for clients and support agents who may not have a technical operations background.
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Are creative and adaptable, and continually evolving your approach.
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Are an enthusiastic team player and demonstrate an infectious positive attitude.
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Have strategic proficiency in Data Orchestration; leveraging SQL and BI tools to build Predictive 'Early Warning Systems' that catch stalled transfers before they impact the client.
Sounds like you? Click below to apply!
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