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 Senior Manager Workforce Management. Could It Be You?
As the Senior Manager Workforce Management (WFM), you are the primary lead for the delivery of Questbank's Workforce Management toolset — specifically the Capacity Management and Case Management capabilities that underpin the bank's operational model. Reporting to the Director of Operations Transformation, you act as project manager for the end-to-end implementation of this capability, working in close collaboration with Operations, IT, Finance, Risk, and external vendors.
As a founding-team hire in a bank-creation context, you will take the conceptual designs provided by Strategic Advisory and translate them into live, production-ready WFM tools. Your mandate is to govern the "build" phase of the capacity and case management platforms, ensuring what gets delivered aligns with the intelligent business logic and high-fidelity data standards required for a unified client journey.
Core Mandate
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WFM Tool Delivery: Lead the end-to-end deployment of the WFM toolset (capacity management and case management), including vendor selection, configuration, integration, testing, and launch.
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Project Management: Act as project manager for the capacity capability, managing scope, timeline, budget, risks, and dependencies across all stakeholder groups.
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Lifecycle Integration: Ensure the delivered tools integrate into the Integrated Asset Lifecycle, providing real-time visibility into workload, capacity, and case progression.
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Operational Handover: Design and execute the formal Handover Strategy, creating the documentation and frameworks necessary for the permanent Operations Squad to sustain and scale the delivered capability.
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Build Integrity: Act as guardian of the original strategic intent during the development cycle, preventing technical drift from the "One Client" decision framework.
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High-Level Stakeholder Influence: Act as a "strategic bridge" between senior management, IT, Operations, Finance, and vendors to negotiate consensus on enterprise-level workforce capability decisions.
Need more details? Keep reading…
In this role, responsibilities include but are not limited to:
Strategic Project Orchestration
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End-to-End Delivery: Lead the full delivery lifecycle of the Workforce Management toolset — capacity management and case management — from requirements and vendor selection through configuration, integration, UAT, and production launch.
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Operational Readiness: Accountable for business readiness, ensuring that front-line staff and back-office teams are fully prepared to adopt the new capacity and case management tools.
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Manage scope, timeline, budget, RAID (Risks, Assumptions, Issues, Dependencies), and change control for the capacity capability, achieving measurable productivity gains and a significant reduction in manual workload allocation.
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Coordinate with Operations, IT, Finance, and Strategic Advisory to ensure the delivered tools prioritize client-centric outcomes over traditional, product-based silos.
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Maintain a high standard for strategic accuracy, ensuring the delivered capability matches the original intent and performs as designed in production.
Delivery Leadership
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Evaluate and select the vendors, platforms, and emerging AI capabilities (including Agentic AI where applicable) that best fit Questbank's capacity and case management needs.
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Partner with Data and Tech teams to ensure the "plumbing" built for the WFM tools supports the predictive "signals" required by Operations leadership and the Strategic Advisory arm.
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Mentor and coach team members and cross-functional contributors, fostering a culture of growth and innovation throughout the delivery.
Risk & Foundation Governance
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Ensure all capacity and case management data flows adhere to the Secure Data & Document Foundation standards within the Vault Ecosystem.
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Verify that all builds incorporate Zero Copy Data Reposting principles to eliminate redundant data entry and maintain a Single Source of Truth.
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Maintain the integrity of new processes to ensure they function according to their strategic design, including compliance with OSFI operational-risk expectations and internal governance standards.
So are YOU our next Senior Manager Workforce Management? You are if you…
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Bachelor's degree in Business, Finance, or Engineering is mandatory; an MBA or graduate degree is strongly preferred for this seniority level.
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Minimum of 15+ years of overall project management experience, with at least 7–10 years specifically leading large-scale programs in major financial institutions.
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Deep Domain Mastery: Expert-level knowledge of core retail banking products, including mortgages, payments, and deposits, and a strong working understanding of the operational capabilities (capacity management, case management, workflow) that support them.
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Risk & Crisis Management: Exceptional ability to identify and mitigate operational, financial, and compliance risks using advanced RAID (Risks, Assumptions, Issues, Dependencies) management.
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Certifications: PMP is a standard requirement; additional certifications in Agile (CSM/SAFe) are highly desirable. Exposure to WFM platforms (NICE, Verint, Genesys, Calabrio, Pega, ServiceNow, Control IQ or equivalent case/capacity tools) is a strong asset.
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Proven ability to mentor and coach team members, fostering a culture of growth and innovation.
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Technical: Expert use of delivery and portfolio tools such as Jira and Confluence.
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Bilingualism (Asset): Strong professional proficiency in both English and French to support national partners and diverse communication needs.
Additional kudos if you…
Compensation Information:
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Base salary range: $140,00 - $165,000
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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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