Senior Manager, Business Operational Readiness

at  Questrade Financial Group

Questrade Financial Group (QFG) of Companies is committed to helping our customers become much more financially successful and secure.
We are everything a traditional financial institution is not. At QFG, you will be constantly moving forward, bringing the future of fintech into existence. You will be a part of a collaborative team that cares deeply about our mission and each other. Your team members will help you conquer challenges, push boundaries and discover what you are truly capable of.
This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, there are flexible working arrangements so you can unleash your creativity and curiosity with no limits. If you share the same sense of infinite possibility, come shape your future at Questrade.

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
• Hybrid and flexible work arrangements
• Career growth and development opportunities
• Opportunities to contribute to community causes
• Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Senior Manager, Business Operational Readiness. Could It Be You?
The Senior Manager will play a lead role in developing and executing on Questrade’s vision, strategy and roadmap for the Own A Home Journey, also acting as a Squad Leader.
What’s it like working as a Senior Manager, Business Operational Readiness at Questrade?
Reporting to the Journey Leader of the Own A Home Journey, you will provide strategic support of the Journey’s overall OKRs, proactively addressing problems that inhibit our progress to achieve on-time delivery adoption of changes, and working to develop the backlog for future enhancements.
Your challenge will be to help the team build on the strong foundation of Questrade’s existing business and leverage capabilities and relationships to help achieve our goal of delivering on the overall Journey and Mission OKRs. You will play an important role in developing a product vision and helping to make key decisions that champion the customer and maximize business value. As the Senior Manager, you will participate in crafting a strategy and translating it into tactical execution, taking our products to new heights.
Need more details? Keep reading…

Customer Experience

• Represent Questrade’s customers and prospects internally and externally and aid in the development/delivery of an integrated customer experience that exceeds their expectations and meets Questrade’s standards. The Senior Manager will do this by collaborating with the internal Marketing & Customer Experience Chapter members to develop business requirements/user stories, client journey roadmaps, design considerations, etc. to ensure appropriate value-add services are woven into the target customer experience.
• Collaborate with QFG Product COE team members to realise synergies that are unique to the QFG ecosystem

Product Development Strategies and Roadmap

• Lead the ideation, design, development, implementation and management of the expansion of Questrade’s solutions related to the journey and any ancillary solutions and features over time (product roadmap).
• In partnership with the Journey Leader - create the business operational roadmap to support building a strong lending foundation that is scalable. This includes working with key partners in assessing our competitiveness for key areas such as customer service availability and accessibility, acquisition, retention and deepening of relationships.
• Act as a bridge between execution and strategy; to translate strategy into actions.
• Gain a comprehensive understanding of Questrade’s overall product strategy and how the different products across journeys/missions/squads interplay
• Lead and champion the creation of change management and adoption plans of all product changes - monitoring any required changes that we need to make to ensure that our teams can support our customers
• Work with key stakeholders across the enterprise to identify gaps in business processes that require plans to remediate.

Squad Leadership

• Oversee cross-functional Squad members to coordinate the development, improvement, and delivery of digital products and services
• Define Features and User Stories, and manage the sprint backlog (including prioritizing work items and allocating work to Squad members accordingly) to ensure the squad is provided with a continuous flow of valuable work
• Champion the needs of the business throughout the product lifecycle and ensuring what is delivered meets the original sprint backlog objectives
• Communicate with multiple stakeholders to elicit, define, analyze and document technical requirements for assigned projects
• Monitor issues, risks, progress and performance against the backlog, tracking and socializing metrics to key stakeholders
• Empower the Squad by clearly communicating relevant Squad outcomes and supporting teams to effectively prioritize work to meet those outcomes
• Execute time-boxed decision making on scope and requirements to ensure Squads are working efficiently and effectively
• Establish the qualities, capacity, and resources needed within the Squad
• Support the Scrum Master in leading sprint ceremonies, including sprint reviews, sprint planning, and backlog refinement
• Execute time-boxed issue resolution/ impediment removal through acting as the initial escalation point for issues and engage other leaders (if needed) to remove impediments and blockers
• Visualize the bigger picture and support the Journey Leader in understanding the organization’s impact/risk of not implementing a solution to a foreseen problem, as well as the related systems/ products that may be impacted by the solution
• Exhibit confidence, equitable leadership, critical thinking and innovation while leading your squad
• Continually learn, understand, and apply new technologies and leading practices as they relate to your squad’s scope of work
• Drive excellent time management, organizational and prioritization skills for your squad

Customer Experience

• Represent Questrade’s customers and prospects internally and externally and aid in the development/delivery of an integrated customer experience that exceeds their expectations and meets Questrade’s standards. The Senior Manager will do this by collaborating with the internal Marketing & Customer Experience Chapter members to develop business requirements/user stories, client journey roadmaps, design considerations, etc. to ensure appropriate value-add services are woven into the target customer experience.
• Collaborate with QFG Product COE team members to realise synergies that are unique to the QFG ecosystem.