Flexiti Supervisor, Client Services

Questrade Financial Group•Toronto, ON

16d•$70,000 - $75,000•Hybrid

About The Position

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. The Flexiti Supervisor, Client Services, leads frontline employees, using emerging AI tools and analytics to drive operational success. They are fully accountable for KPI and SLA results, managing performance through data interpretation, daily/weekly audits, and targeted, data-informed coaching. The Flexiti Supervisor acts as the primary escalation point for high-severity issues. Responsibilities include regularly updating policies and procedures, advocating for technology-driven processing enhancements, leading significant change initiatives, and managing complex projects to optimize operations and client experience.

Requirements

Have demonstrated consulting, facilitation, and coaching skills with the ability to work effectively with minimal supervision.
Have proven ability to interpret and communicate moderate to complex data, monitor metrics, and solve problems.
Have the ability to understand and react to customer needs while managing difficult situations efficiently.
Are flexible to work in a fast-paced, changing environment with tight deadlines.
Have the ability to effectively use AI tools to support decision-making, performance insights, and process improvements across the business.

Nice To Haves

Are Bilingual - written and verbal fluency in English and French
Have a post-secondary degree/diploma in a related field.
Have 3-5 years of experience in a supervisory/leadership role managing people and processes.
Have 3-5 years of experience in a call centre environment.
Have 1+ years of experience in Client Services specifically.
Have industry certifications such as CSC, CPH, or DFOL.

Responsibilities

Supervise, direct, and coordinate Client Services Specialists.
Provide regular formal and informal performance feedback, including daily, weekly, and monthly audits of reports, calls, and tasks.
Coach and develop team members to set performance and professional development goals.
Conduct team meetings and huddles to communicate priorities and initiatives.
Assess training needs and collaborate with the Senior Manager to implement strategic processes.
Support administrative tasks such as scheduling, work assignments, vacation, and overtime management.
KPI/SLA Accountability: Own all KPI and SLA outcomes, consistently meeting or exceeding objectives.
Proactively track team/individual metrics, analyze underperformance root causes, and implement end-to-end solutions.
Review departmental and individual performance reports daily to identify trends and use findings to continuously improve processes.
Develop and update policies and procedures to reflect best practices and regulatory changes.
Serve as the first point of escalation for high-severity client issues (e.g., system outages, critical errors, major complaints) and provide immediate guidance and resolution support.
Follow up with employees and clients concerning complex issues to ensure full resolution.
Drive processing enhancements by collaborating with colleagues, department heads, and external partners to champion and implement change, utilizing data/analytics and emerging AI tools.
Spearhead necessary initiatives, including inbound/outbound communication campaigns, employee recognition programs, and systems for tracking issues.
Take the lead on active and future projects with Senior Manager support.
Schedule and coordinate meetings, workshops, and training sessions for both internal leaders and external partners (e.g., NCRI).