Director, Account Transfers

Questrade Financial Group•Toronto, ON

15d•Hybrid

About The Position

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.

Requirements

Have 10+ years in Financial Services/Fintech Operations, with 5+ years of Canadian or US account transfers experience within a regulated Broker Dealer.
Have 5+ years in a leadership role, with experience leading large (40+ people) teams at a leadership/management capacity.
Have a University degree in Business, Engineering, or Finance. Masters degree or advanced certifications (e.g. CFA).
Have a proven ability to build business cases, navigate technical dependencies, and successfully lobby for Product/Engineering resources.
Are experienced with workforce management tools, and scaling service teams without compromising quality.
Have expert knowledge of CIRO Rule 4800, ATON protocols, and the nuances of registered and non-registered account transfers.
Have exceptional executive-level presentation skills; the ability to translate complex operational "noise" into clear, data-driven business opportunities.
Have excellent analytical and problem-solving skills, with an extraordinary attention to detail and verbal reasoning skills.
Have the ability to "de-jargonize" complex financial events for clients and support agents who may not have a technical operations background.
Are creative and adaptable, and continually evolving your approach.
Are an enthusiastic team player and demonstrate an infectious positive attitude.
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.

Nice To Haves

Have experience overseeing client-facing servicing teams or working in client-facing execution or market operation roles is preferred.
Have familiarity with SQL, Power BI, or Tableau to independently explore dashboards and extract insights is considered a significant asset.