Senior Manager, Account Management - Questbank

Questrade Financial Group; Toronto; Hybrid; CAD 125,000 - 135,000; Full time

Benefits offered by this job

Health & wellbeing resources

Vacation & leave

Competitive compensation

Hybrid work with in-office days

Career growth

Community involvement

Inclusive team culture

Job summary

Questrade Financial Group in Canada seeks a Senior Manager, Account Management to lead the end-to-end account management lifecycle, driving strategy, risk management, and superior client outcomes. This leader will mentor Managers, Supervisors, and Specialists to deliver high-quality service across multiple channels.

You will collaborate with Back Office, Treasury, Fraud, Risk, Mortgage Operations, and technology teams to improve tools and processes, ensuring compliance with SLAs and regulatory

Qualifications

• Have 8–10 years of customer service or operations experience in banking or financial services.
• Have 5+ years of experience developing, leading, and coaching a team of professionals.
• Have a post-secondary degree or diploma in business, finance, economics, or a related field.
• Strong analytical skills and the ability to communicate in a professional manner.
• Self-starter who is results driven and collaborates well with others, bringing creative solutions.
• Able to build healthy working relationships and manage deliverables.

Responsibilities

• Shaping and executing strategy for client experience and account management servicing, translating objectives into team priorities and targets.
• Leading, coaching, and mentoring managers; setting goals and providing feedback.
• Overseeing talent planning, recruitment, and succession to build leadership depth.
• Partnering on forecasting, staffing, and shift coverage to meet volume and SLAs.
• Serving as escalation point for client issues and ensuring timely resolution.

Skills

Customer service

Operations experience

Leadership

Analytical skills

Communication

Team collaboration

Education

Bachelor's degree in business/finance/economics or related field

Tools

Salesforce

Genesys

Job description

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.

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