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Manager, Document Services

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Toronto, Canada Questrade Financial Group Full time

Join to apply for the Manager, Document Services & Operations role at Questrade Financial Group. Questrade Financial Group (QFG), through its companies - Questrade, Inc., Questrade Wealth Management Inc., Community Trust Company, Zolo, and Flexiti Financial Inc. - provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. QFG uses cutting‑edge technologies to develop innovative products that give customers better, more affordable ways to take control of their money. 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 part of a collaborative team that cares deeply about our mission and each other. The team members will help you conquer challenges, push boundaries and discover what you are truly capable of. At QFG, we have a culture of innovation where technology serves people—both our team and our customers. We see AI as a collaborative and transformative enabler, and we are seeking forward‑thinking individuals who can effectively integrate it into their daily work. The ideal candidate will be a catalyst for change, helping us use AI to create a more efficient and rewarding employee experience while also developing cutting‑edge solutions that delight and serve our customers. This is a place where you can explore, discover and learn with continuous growth. As a diverse and inclusive place to work, with a hybrid working environment you can unleash your creativity and curiosity with no limits. 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 We’re looking for our next Manager, Document Services & Operations. Could It Be You? The Shared Services Banking Operations team is dedicated to delivering efficient, standardized, and compliant operational support across banking products. We are committed to operational excellence, mitigating risk, and leveraging technology to improve speed and accuracy. We are seeking a detail-oriented and strategic Manager, Document Services & Operations. In this critical role within Shared Services, you will serve as the central guardian of banking documentation across both physical and digital mediums. You will be responsible for end-to-end document governance, oversight of the outsourced physical mailroom logistics and digital document management systems (DMS). Your primary objectives will be to maintain controls through rigorous lifecycle management, protect data security via strict access controls, manage critical vendor performance, and drive efficiency through workflow automation. Responsibilities Vendor Oversight & Mail Operations: Serve as the primary relationship manager for outsourced vendors responsible for physical inbound/outbound mail handling, scanning, and initial digitization logistics. Define, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) regarding timeliness, accuracy, and security of mail processing. Conduct regular vendor business reviews and audits to ensure compliance with bank security standards and regulatory requirements regarding the handling of Physical Personnel Information (PPI) and sensitive financial documents. Troubleshoot operational escalations between the vendor and internal banking departments. Document Inventory & Version Control: Establish and maintain a centralized, authoritative inventory of all approved banking form templates, customer-facing communication templates, and internal Standard Operating Procedures (SOPs). Implement rigorous version management protocols to ensure outdated forms are promptly retired and only current, compliant versions are accessible to staff. Collaborate with operation leads, legal and compliance teams to ensure form templates meet current regulatory standards before publishing. Information Security & Access Management: Act as the primary administrator for permissions within the organization’s Document Management System (DMS) and related repositories. Design, implement, and manage Role-Based Access Controls (RBAC) to ensure sensitive customer data and bank information is accessible only on a "need-to-know" basis, aligning with the principle of least privilege. Conduct periodic access reviews and audits to ensure permissions remain appropriate as roles change within the organization. Document Lifecycle Governance: Oversee the comprehensive lifecycle of banking documents—from initial creation or capture through active use, storage, archival, and final secure destruction. Ensure strict adherence to the bank’s Data Retention Schedules and legal hold requirements. Manage the secure transition of documents from physical formats to legally admissible digital formats. Workflow Automation & Process Optimization: Analyze existing document-heavy operational processes to identify bottlenecks, redundancies, and manual control risks. Champion and lead initiatives to optimize these processes using technology, such as Optical Character Recognition (OCR), intelligent document processing, and workflow automation tools. Bridge the gap between operational needs and technical solutions, defining business requirements for system enhancements that improve document throughput and accuracy. Qualifications Have a Bachelor’s degree in Business Administration, Operations Management, Information Systems, or related field equivalent experience. Have a minimum of 5-7 years of experience in document management, banking operations, or shared services operations. Have a minimum of 2 years in a supervisory or management role. Have demonstrated experience managing outsourced vendor relationships, specifically related to mailroom or business process outsourcing (BPO). Have proven experience administering enterprise Document Management Systems (e.g., SharePoint, OnBase, FileNet, Documentum). Regulatory Knowledge: Strong understanding of banking regulations related to record-keeping and data privacy. Technical Aptitude: Comfort with workflow automation concepts and understanding how data moves between systems. Process Improvement: Strong analytical skills with a mindset for continuous improvement (Lean Six Sigma certification is a plus). Risk Management: A high degree of integrity and understanding of operational risk controls in a financial services environment. Communication: Excellent stakeholder management skills, capable of communicating complex technical and process issues to both vendors and senior internal leadership. Additional Information Role requires being in office at least 3 days a week. About Us At Questrade Financial Group of Companies, with multiple office locations around the world, we are committed to fostering a diverse, inclusive and accessible work environment. This is an environment where individuals are treated with dignity and respect. Here, the unique skills and experience you bring will be valued. You will be supported and motivated, so that you can harness your unlimited potential. Our team reflects the diversity of the communities we serve and operate in. Having a collaborative and diverse team helps us push boundaries to bring the future of fintech into existence—not only for the benefit of our customers, but for those who build their careers with us. Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs. Seniority level Mid‑Senior level Employment type Full-time Job function Administrative #J-18808-Ljbffr