Head of Operations

5700 Yonge St, North York, ON M2M 4G3, Canada

Job Description

Posted Monday, March 31, 2025 at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, ThinkInsure, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, insurance, real estate services, financial services and more. Questrade uses cutting-edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money.

We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.

This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

1. Health & wellbeing resources and programs
2. Paid vacation, personal, and sick days for work-life balance
3. Competitive compensation and benefits packages
4. Work-life balance in a hybrid environment with at least 3 days in office
5. Career growth and development opportunities
6. Opportunities to contribute to community causes
7. Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Head of Operations. Could It Be You?

The Head of Operations oversees the core operational processes at the Bank, ensuring efficiency, reliability, and scalability. The role focuses on operational excellence while managing key operational functions like adjudication, security, fraud prevention, client service, administration, and process improvement. In this role, you will be the owner of operational efficiency, process improvements and quality control and will also hold responsibilities in the 1st line of defense.

Responsibilities include but are not limited to:

Operational Oversight and Service Delivery:

1. Leads and manages day-to-day banking operations, including adjudication, client service, security, fraud prevention, and administration, ensuring alignment with business goals and customer needs.
2. Oversees client service operations, ensuring high levels of service delivery, client satisfaction, and timely resolution of issues.
3. Manages administrative functions related to operational activities, ensuring that workflows are organized, documented, and executed in line with internal policies and external regulatory standards.
4. Ensures service teams meet performance goals, with a strong focus on maintaining high standards of client service and operational efficiency.
5. Collaborates with department heads to streamline operations, ensuring that all areas of service delivery and administration operate smoothly and effectively.

Process Improvement, Vendor Management, and Administration:

1. Leads process improvement initiatives across key operational areas, including adjudication, client service, administration, and fraud prevention, continuously identifying ways to enhance efficiency and performance.
2. Manages relationships with vendors and third-party service providers, ensuring that vendor services align with the Bank’s operational goals and that service levels are maintained at a high standard.
3. Monitors vendor performance and ensures compliance with service agreements, addressing any issues or inefficiencies as they arise.
4. Oversees the administration of all operational processes, ensuring proper documentation, resource allocation, and adherence to internal policies and procedures.
5. Implements and maintains efficient administrative systems that support the smooth execution of operational activities across all departments.

Systems Operator and Service Optimization:

1. Operates and oversees critical operational systems, ensuring that adjudication, fraud prevention, client service, and administration workflows are functioning efficiently and aligned with service standards.
2. Ensures all administrative and service-related systems are optimized for scalability, reliability, and compliance with regulatory standards.
3. Monitors the performance of operational systems, identifying inefficiencies or areas for improvement and making adjustments as needed.
4. Acts as the process owner for core operational workflows, ensuring that processes are consistently followed and that service delivery meets internal and external standards.
5. Provides insights into service performance through regular reporting, offering actionable recommendations to improve operational workflows and service levels.

So are YOU our next Head of Operations? You are if you…

1. A thought leader with 15+ years Canadian Fin-Tech experience leading banking operations with a specialty in Banking Expertise in Cards & Other Payment types, including consumer technology, both common and leading as well as digital/mobile first interactions and experiences.
2. Have significant experience in B2B payments and financial services.
3. Have deep working knowledge of everyday banking, mortgages, unsecured lending and the credit card business industry. Experience leading and operating in an OSFI regulated environment preferred. Experience in B2C is critical.
4. Are an exceptional communicator -- verbal and written, across all levels including management. Ability to motivate, drive change and challenge status quo, deal with ambiguity and make informed recommendations. Exceptional relationship builder and collaborator.
5. Have strong financial acumen and ability to lead from strategy to implementation. Ability to work and lead in an Agile manner.
6. Have technical competence to provide subject matter expertise and challenge the status quo when appropriate.
7. Are able to pivot priorities as required by the business.
8. Have deep experience in P&L management.

Sounds like you? Click below to apply!

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.

5700 Yonge St, North York, ON M2M 4G3, Canada