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 Employee Relations & Operations Specialist. Could It Be You?

Are you a High-Stakes ER Expert who thrives in the "High-Velocity" lane?

Questrade is looking for a Senior Employee Relations & Operations Specialist to join our P&C team. If you are a professional who finds energy in resolving complex employee matters, conducting high-fidelity investigations, and maintaining the operational integrity of a massive frontline organization, we want to talk to you.

The Mission: ER-First, Data-Driven. You are the primary "closer" for the frontline. You aren’t just processing files; you are triaging high-volume inquiries, conducting "forensic" fact-finding, and using AI-driven tools to spot trends before they become risks. You thrive in the fast-paced world of a contact center, where "Pace IQ," operational resilience, and a passion for procedural justice are your superpowers.

Why you’ll love this role:

• Focus on Mastery: Your primary mandate is Employee Relations. You will own the "Questrade Playbook" for a 450+ employee group.
• Innovation over Admin: We use AI (Gemini) and digital-first solutions to automate repetitive tasks so you can focus on the human and legal impact of your cases.
• Strategic Growth: You’ll work in a high-performing "pod" model, partnering with an HRBP to turn tactical ER outcomes into high-level business strategy.

As the Operational Engine of the CCO P&C team, you provide advanced tactical support and coordination for the Sales & Customer Service groups. You are the expert in the application of Questrade’s "ER Playbook," ensuring every performance plan, investigation, and system entry is executed with precision, speed, and technical sophistication.

Need more details? Keep reading…

As the ER-First Operational Engine of the CCO P&C team, you provide advanced tactical support and coordination for the Sales & Customer Service groups. You are the resident expert in the application of Questrade’s "ER Playbook," ensuring every performance plan, investigation, and system entry is executed with precision, speed, and technical sophistication.

In this role, responsibilities include but are not limited to:

1. High-Volume ER Triage & Case Management (Primary Priority)

• The ER First Responder: Act as the primary technical resource for frontline Team Leaders, providing instant, "just-in-time" guidance on policy, conduct, and performance mechanics.
• Master of the Queue: Own the high-volume ER queue (50+ concurrent items). You are responsible for ensuring that attendance issues, behavioral conduct cases, and PIPs are moved toward resolution without delay.
• Compliance Documentation: Maintain a flawless, digitally-tracked audit trail for all ER interactions, ensuring all files are legally defensible and "audit-ready."

2. Tactical Fact-Finding & "Early Warning" Analytics

• Guided Investigations: Conduct structured fact-finding into behavioral or performance gaps. You will synthesize interview notes and evidence into high-fidelity narratives for leadership.
• ER Trend Spotting: Use data-driven analytics and AI-assisted tools to identify localized "smoke" (absenteeism spikes, recurring conduct themes) and flag them for the HRBP for proactive intervention.
• Rationalized Recommendations: Present data-backed arguments to HRBPs and Directors to support final business decisions on complex cases.

3. ER Data Governance & System Integrity

• System Stewardship: Own the accuracy of the HRIS (e.g., Dayforce) specifically for all ER-related lifecycle events. You audit the system to ensure that disciplinary statuses, PIP tracking, and LOA statuses match reality.
• AI Productivity: Actively leverage AI and automation to streamline the creation of employment letters, synthesize investigation notes, and increase the team's operational velocity.

4. People Leader Enablement & Operational Support

• Coaching the Coaches: Facilitate "HR Basics" huddles for Team Leaders, focusing on the mechanics of difficult conversations and the vital importance of documentation rigor.
• Operational Flexibility: Provide targeted support for broader People & Culture initiatives (e.g., compensation adjustments, title alignments) once primary ER priorities are secured.
• Playbook Governance: Keep our ER templates and "how-to" guides modern, fresh, and perfectly aligned with our digital-first culture.

So are YOU our next Senior Employee Relations & Operations Specialist? You are if you have…

Knowledge:

• Employment Legislation: Expert understanding of the Ontario ESA and Human Rights Code. Knowledge of other provincial employment legislation is a strong asset.
• ER Theory: Mastery of procedural fairness, progressive discipline, and workplace investigation protocols.

Skills:

• Pace IQ: A proven ability to manage a high-frequency triage environment and maintain an active caseload of 50+ concurrent inquiries with elite attention to detail.
• Digital Fluency: Advanced comfort with HRIS workflows and a "native" ability to use AI tools (Gemini/ChatGPT) for high-fidelity documentation.
• Facilitation: Skill in translating complex HR policy into "manager-ready" coaching and training.

Abilities:

• Operational Resilience: The "grit" to stay composed and high-performing in a high-interruption, contact-center environment.
• Interpolative Thinking: The skill to see a messy employee situation and "fit" it into the correct policy framework accurately.

Requirements:

• 3–5 years of experience in high-volume HR (Retail, Hospitality, or Contact Centers preferred).
• Strong track record specifically in Employee Relations, Triage, and Investigations.
• CHRP/CHRL (in progress or completed).
• A passion for data-integrity and digital-first solutions

Compensation Information:

• Base salary range: $75,000 - $90,000
• 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.

Sounds like you? Click below to apply!

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