Senior Manager, Workforce Management

Questrade Financial Group•Toronto, ON

8d•$140,000 - $165,000•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Senior Manager, Workforce Management to lead the delivery of Questbank's Workforce Management toolset, specifically Capacity Management and Case Management capabilities. This role is crucial for the bank's operational model and involves acting as a project manager for the end-to-end implementation. The ideal candidate will be a founding-team hire in a bank-creation context, responsible for translating conceptual designs into production-ready WFM tools. This position requires governing the build phase of capacity and case management platforms to ensure alignment with intelligent business logic and high-fidelity data standards for a unified client journey. QFG offers a diverse, inclusive, and hybrid workplace that encourages creativity and curiosity, aiming to redefine financial services through human-centric collaboration and AI-driven innovation.

Requirements

Bachelor's degree in Business, Finance, or Engineering is mandatory.
Minimum of 15+ years of overall project management experience.
At least 7–10 years specifically leading large-scale programs in major financial institutions.
Expert-level knowledge of core retail banking products, including mortgages, payments, and deposits.
Strong working understanding of the operational capabilities (capacity management, case management, workflow) that support them.
Exceptional ability to identify and mitigate operational, financial, and compliance risks using advanced RAID (Risks, Assumptions, Issues, Dependencies) management.
PMP certification is a standard requirement.
Expert use of delivery and portfolio tools such as Jira and Confluence.

Nice To Haves

MBA or graduate degree is strongly preferred for this seniority level.
Additional certifications in Agile (CSM/SAFe) are highly desirable.
Exposure to WFM platforms (NICE, Verint, Genesys, Calabrio, Pega, ServiceNow, Control IQ or equivalent case/capacity tools) is a strong asset.
Proven ability to mentor and coach team members, fostering a culture of growth and innovation.
Bilingualism (Asset): Strong professional proficiency in both English and French to support national partners and diverse communication needs.

Responsibilities

Lead the end-to-end deployment of the WFM toolset (capacity management and case management), including vendor selection, configuration, integration, testing, and launch.
Act as project manager for the capacity capability, managing scope, timeline, budget, risks, and dependencies across all stakeholder groups.
Ensure the delivered tools integrate into the Integrated Asset Lifecycle, providing real-time visibility into workload, capacity, and case progression.
Design and execute the formal Handover Strategy, creating the documentation and frameworks necessary for the permanent Operations Squad to sustain and scale the delivered capability.
Act as guardian of the original strategic intent during the development cycle, preventing technical drift from the "One Client" decision framework.
Act as a "strategic bridge" between senior management, IT, Operations, Finance, and vendors to negotiate consensus on enterprise-level workforce capability decisions.
Lead the full delivery lifecycle of the Workforce Management toolset — capacity management and case management — from requirements and vendor selection through configuration, integration, UAT, and production launch.
Accountable for business readiness, ensuring that front-line staff and back-office teams are fully prepared to adopt the new capacity and case management tools.
Manage scope, timeline, budget, RAID (Risks, Assumptions, Issues, Dependencies), and change control for the capacity capability, achieving measurable productivity gains and a significant reduction in manual workload allocation.
Coordinate with Operations, IT, Finance, and Strategic Advisory to ensure the delivered tools prioritize client-centric outcomes over traditional, product-based silos.
Maintain a high standard for strategic accuracy, ensuring the delivered capability matches the original intent and performs as designed in production.
Evaluate and select the vendors, platforms, and emerging AI capabilities (including Agentic AI where applicable) that best fit Questbank's capacity and case management needs.
Partner with Data and Tech teams to ensure the "plumbing" built for the WFM tools supports the predictive "signals" required by Operations leadership and the Strategic Advisory arm.
Mentor and coach team members and cross-functional contributors, fostering a culture of growth and innovation throughout the delivery.
Ensure all capacity and case management data flows adhere to the Secure Data & Document Foundation standards within the Vault Ecosystem.
Verify that all builds incorporate Zero Copy Data Reposting principles to eliminate redundant data entry and maintain a Single Source of Truth.
Maintain the integrity of new processes to ensure they function according to their strategic design, including compliance with OSFI operational-risk expectations and internal governance standards.