Senior Employee Relations

Job Description

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. Questrade 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 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.

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. Join us in shaping a future where AI empowers our team to do their best work and helps us deliver unparalleled customer experiences.

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. If you share the same sense of infinite possibility, come shape your future at QFG.

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:

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."
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.
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.
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

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 career 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.