Senior Manager, Account Management - Questbank

Questrade is on a mission to help Canadians to become much more financially successful and secure.

For nearly 30 years, Questrade Financial Group has been delivering on that mission through investing, banking, mortgages, and real estate. Together, we tilt finance in favour of ambitious Canadians, creating new ways for them to seize the financial future they deserve.

We're looking for people who are ready to enter their career inflection point. Mission-driven, exceptional folks that never settle. The work here is hard because the responsibility is real. If that's the standard you've been looking for, keep reading.

Req #4393

The return on your career investment

• Compensation and incentives built to reward the value you bring.
• RRSP matching of up to 6%.
• Health and wellness resources and programs, including $5,000 in mental health practitioner coverage.
• $5,000 in tuition subsidies for job-related courses, every year.
• 100% parental top-up, up to 26 weeks for birthing parents and 18 weeks for non-birthing parents.
• A hybrid environment, with at least three days in the office built for working together.
• Paid vacation, personal, and sick days.
• A community care day to give back to the causes you care about.

This job posting is for an existing vacancy.

We’re looking for our next Senior Manager, Account Management

Example (this should be provided in position summary of job description):

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.

The mandate

In this role, you will:

Strategic Leadership & Team Development

• Shape and execute our strategy for client experience and account management servicing, translating objectives into team priorities, processes, and measurable targets.
• Lead, coach, and mentor 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.
• Own talent and succession planning, including assessments, career conversations, and recruitment, to build a diverse and capable leadership bench.
• Partner 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

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

• Oversee back-office queues, exceptions, and aged items to ensure completion within SLAs, including reconciliation and investigation of discrepancies.
• Lead cross-functional collaboration with Back Office, Treasury, Fraud, Risk, and Mortgage Operations to resolve discrepancies proactively and manage systemic risks.
• Drive 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

• Cultivate and drive a strong risk and compliance culture, ensuring adherence to KYC, AML/ATF, signature standards, and client data privacy requirements.
• Proactively identify actual or potential violations and risk situations, ensure inquiries are completed and corrective actions are taken or escalated in a timely manner.
• 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, draw on industry and market knowledge to inform business planning.

You’re ready for this mandate if you have the following qualifications

• 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.
• Post-secondary degree or diploma in business, finance, economics, or a related field preferred.
• Strong analytical skills and the ability to communicate in a professional and knowledgeable manner.
• 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.
• Ability to build healthy working relationships with team and peers, and to use open communication and collaboration to solve problems and manage deliverables.
• Ability to work well in a dynamic, fast-paced environment and navigate organizational change.

Enter your career inflection point. Apply now. 

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Technology and AI

We mix human ingenuity with advanced technology. For ambitious builders like you, we provide the latest technology to enable your creativity. You'll have everything you need to build the best outcomes and products for our clients.

Diversity and Inclusion

At Questrade Financial Group of Companies, we’re committed to fostering a diverse, inclusive, and accessible work environment where individuals are treated with dignity and respect. Our global team reflects the diversity of the communities we serve and operate in.

Accessibility statement

Candidates selected for an interview are contacted directly. If you require accommodation during the recruitment or selection process, please let us know. We will work with you to meet your needs.

AI in hiring

Questrade Financial Group of companies Applicant Tracking System uses artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.