Senior Manager, Account Management - Questbank

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 QFG?

• 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 Senior Manager, Account Management. Could It Be You?

The Senior Manager, Account Management is responsible for the performance, strategic direction, and operational risk management of the Account Management function. This leader manages and mentors Managers and, through them, Supervisors and Account Management Specialists, to drive superior client outcomes, achieve key performance metrics, and foster a high-performing, service culture.

This role is accountable for the end-to-end account management lifecycle, including the flawless, compliant execution of high-stakes, high-volume transactions such as account opening, promotions, payments, and account closures. The Senior Manager provides oversight of escalations, partners with Back Office, Treasury, Fraud, Risk, Mortgage Operations, and enterprise technology teams to manage risk and improve tools and processes, and ensures consistent adherence to all Service Level Agreements (SLAs) and regulatory standards.

Need more details? Keep reading…

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

Strategic Leadership & Team Development

• Shaping and executing our strategy for client experience and account management servicing, translating objectives into team priorities, processes, and measurable targets.

• Leading, coaching, and mentoring Managers by setting clear goals, giving regular and candid feedback, and holding leaders accountable for team results and the growth of their Supervisors and Specialists.

• Owning talent and succession planning, including assessments, career conversations, and recruitment, to build a diverse and capable leadership bench.

• Partnering with Workforce Management on forecasting, staffing, and shift coverage (including evenings, weekends, and statutory holidays) to meet volume demands and SLAs.

Client Experience & Escalation Oversight

• Serving as the executive escalation point for client complaints and complex or sensitive issues, seeing each one through to resolution.

• Owning service results across phone, live chat, and email, including First Contact Resolution (FCR), CSAT, SLA attainment, Average Wait Time (AWT), Average Handle Time (AHT), and abandon rates.

• Ensuring disputes and formal complaints are logged, investigated, and resolved in line with regulatory requirements and internal guidelines, and using client insights to improve service across the organization.

Operational Oversight & Risk Mitigation

• Overseeing back-office queues, exceptions, and aged items to ensure completion within SLAs, including reconciliation and investigation of discrepancies.

• Leading cross-functional collaboration with Back Office, Treasury, Fraud, Risk, and Mortgage Operations to resolve discrepancies proactively and manage systemic risks.

• Driving operational efficiency through seamless handoffs of complex cases and capacity planning, and working with technology teams to improve tools like Salesforce and Genesys.

Compliance, Risk & Continuous Improvement

• Cultivating and driving a strong risk and compliance culture, ensuring adherence to KYC, AML/ATF, signature standards, and client data privacy requirements.

• Proactively identifying actual or potential violations and risk situations, ensuring inquiries are completed and corrective actions are taken or escalated in a timely manner.

• Championing change by working with peers and department heads to improve processes, policies, and procedures, keeping procedure manuals and the knowledge base current.

• Presenting performance, quality, and trend reports to senior leadership, drawing on industry and market knowledge to inform business planning.

So are YOU our next Senior Manager, Account Management - Questbank? You are if you…

• Have minimum 8-10 years of customer service or operations experience in banking or financial services, ideally within money movement, credit cards, and/or mortgages.

• Have minimum 5 years of experience developing, leading, and coaching a team of successful professionals and managers.

• Have a post-secondary degree or diploma in business, finance, economics, or a related field preferred.

• Have strong analytical skills and the ability to communicate in a professional and knowledgeable manner.

• Are a self-starter who is results driven, exemplifies the spirit of a team player, and brings a positive, can-do attitude with creative solutions to problems.

• Are able to build healthy working relationships with team and peers, and to use open communication and collaboration to solve problems and manage deliverables.

• Work well in a dynamic, fast-paced environment and navigate organizational change.

Compensation Information:

• Base salary range: $125,000 - $135,000

• 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!