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, Innovation & Automation. Could It Be You?

The Senior Manager, Innovation & Automation is responsible for designing the intelligent logic that unifies back-office silos, moving the organization beyond manual processing toward a state of augmented AI execution. In partnership with the Director, Operations Transformation, it provides the roadmap for how AI and data-driven insights modernize operational execution, ensuring agents have the predictive tools needed to treat a client's entire portfolio as a single, seamless journey.

The mandate includes defining the business logic for 'Next Best Action' projections that convert raw data into concrete, actionable instructions for the Operations Squad, and leading productivity orchestration by identifying where automation yields the highest gains while improving the 360-degree client experience. To power this mission, the Senior Manager acts as the strategic liaison between Operations, the Data and Technology teams, specifying the precise 'signals' required to bridge the gap between technical capability and business strategy.

Need more details? Keep reading…

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

1. Innovation & AI Tooling Strategy

• Architect the AI and automation capability roadmap: determine which intelligent tools — LLMs, agentic AI, intelligent document processing, decision engines, workflow automation — Questbank should pilot, deploy, or defer, and in what sequence.
• Lead the evaluation of AI-enabled tools to determine their strategic fit for increasing processing speed, consistency, and client-impact in banking Operations.
• Develop 'Future State' workflows that prioritize client-centric outcomes over traditional product-based silos, and define the business logic that governs how intelligent capabilities are applied.
• Maintain an ongoing scan of the emerging-tech and regulatory landscape (OSFI guidance on AI, model risk management) to ensure Questbank's innovation posture stays ahead of the curve.

2. High-Level Data Stakeholding

• Architect the 'One Client' Decision Framework: design how data from disparate products (Mortgages, Savings, etc.) is synthesized to trigger proactive agent actions and predictive decision support.
• Partner with the Data Insights BA to translate raw operational data into strategic recommendations for the Director, and define functional requirements for IT and Data partners — ensuring the 'plumbing' they build supports the predictive needs of the frontline.
• Set the standard for operational KPIs, shifting the focus from 'volume processed' to 'client-impact achieved.'
• Define governance expectations for operational data products — data quality, model explainability, and observability — in partnership with enterprise Data and Risk functions.

3. Productivity Orchestration & Automation Portfolio

• Lead productivity orchestration across Operations: identify where intelligent automation yields the highest gains, sequence delivery, and ensure investments compound rather than fragment into disconnected point solutions.
• Set prioritization criteria that balance productivity gains, client experience improvement, implementation risk, and regulatory defensibility — and apply them consistently across the portfolio.
• Partner with Special Projects and delivery teams to ensure automation builds remain aligned with the 'One Client' vision and with enterprise data and technology standards.
• Design the measurement framework that quantifies automation impact in terms of agent capacity unlocked, error reduction, and client-impact delivered.

4. Advisory & Transition Leadership

• Provide strategic oversight to the Special Projects team to ensure the 'build' remains aligned with the original 'One Client' vision and with the intelligent-operations roadmap.
• Design the Handover Strategy: create the strategic documentation and frameworks that will allow the permanent Operations Squad to adopt, operate, and sustain new intelligent workflows without ongoing dependency on the Transformation team.
• Partner with senior stakeholders to understand business needs and translate them into data-driven and AI-enabled strategies.
• Mentor and coach team members, fostering a culture of growth, evidence-based innovation, and disciplined experimentation.

5. Reporting & Deliverables

• Innovation & Automation Roadmap: a prioritized, forward-looking view of AI and automation initiatives — refreshed quarterly — with sequencing, dependencies, and expected business impact for each initiative.
• AI Capability Evaluations: structured evaluation memos for each piloted tool or vendor, including use-case fit, benchmarked outcomes, risk posture, and a clear build / buy / defer recommendation to the Director.
• Operations Intelligence Dashboard: monthly reporting to the Director and Operations leadership on automation portfolio performance, agent capacity unlocked, error reduction, and adoption rates across deployed capabilities.
• Executive Briefings: concise strategic updates prepared for the Director and senior stakeholders, translating technical progress into business outcomes and investment implications.
• 'One Client' Decision Framework Documentation: the canonical reference that defines the business logic, data signals, and decision rules underpinning predictive agent actions — maintained as the source of truth for Operations, Data, and Technology partners.
• Handover & Enablement Packages: documented playbooks, training materials, and operating procedures that allow the permanent Operations Squad to adopt and sustain new intelligent workflows.
• Functional Requirements for Data & Technology Partners: clear, testable specifications of the data signals and system capabilities required to enable intelligent operations.

6. Success Measures

• Strategic Accuracy: the measurable success of AI-driven action projections in the field.
• Productivity Gains: significant reduction in manual intervention through the deployment of intelligent decision support and automation.
• Seamless Integration: successful unification of product silos into a single, actionable agent view.
• Innovation Throughput: cadence at which piloted capabilities translate into production value, measured quarter-over-quarter.

So are YOU our next Senior Manager, Innovation & Automation? You are if you have…

• Academic: Bachelor's degree in Business, Engineering, Computer Science, Data Science, or a quantitative discipline is mandatory; an MBA, Master's in Analytics / Data Science, or equivalent graduate degree is strongly preferred for this seniority level.
• Proven Leadership Record: A minimum of 15 years of overall experience in data, analytics, automation, or innovation strategy, with at least 7–10 years specifically leading AI, data, or automation initiatives in complex regulated environments. Highly analytical with strong consulting and problem-solving abilities; tenacity to identify the root cause of problems is essential.
• AI & Automation Fluency: Strong working knowledge of the current AI and automation landscape — large language models, agentic AI, intelligent document processing, decision engines, workflow automation — sufficient to evaluate vendors, challenge technical claims, and architect investment recommendations. You do not need to build the models, but you must know which questions to ask.
• Data Strategy Expertise: Demonstrated ability to translate business outcomes into data requirements, including familiarity with data governance, model risk management (OSFI E-23 awareness), and the operational realities of getting data products into production.
• Strategic Mindset: Ability to translate the 'One Client' mission into a technical and operational roadmap without needing to be an IT architect.
• Influential Leadership: Ability to navigate a 'Project Mode' environment, influencing both technical teams and traditional operational staff.
• Banking Transformation Expertise: Deep understanding of the friction points in high-volume banking back-offices and how AI, data, and automation can realistically solve them.
• Mentorship: 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.

Additional kudos if you have…

• Bilingualism (Asset): Strong professional proficiency in both English and French to support national partners and diverse communication needs.

Compensation Information:

• Base salary range: $140,000 - $165,000
• 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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