Workplace Solutions, Deputy Head Client Onboarding EMEA

Role Overview

The Regional Deputy Head of Client Onboarding leads a multi-disciplinary team of implementation managers and Client Onboarding Specialists to deliver complex multi-stakeholder client implementations across the EMEA region. You will own the regional implementation portfoliodriving predictable on-time launches; elevating client experience; enforcing strong risk and control practices; and continuously improving processes and tools. This role partners closely with Sales Equity Plan Management and Customer Relationship teams within the region to drive end-to-end client delivery excellence.

Job Responsibilities

1) Regional Portfolio & Delivery Leadership

• Own the regional pipeline and portfolio of client implementations from scoping through go-live.
• Ensure standards for planning requirements solution design controls cutover and handover to BAU.
• Run regional governance cadences (intake weekly portfolio reviews retrospective reviews).
• Forecast capacity prioritize work and allocate resources based on complexity risk and client value.
• Ensure consistent delivery against SLAs and KPIs (on-time rate CSAT/NPS).

2) People Leadership & Team Development

• Manage and develop a team of managers and analysts (including Client Onboarding Specialists and/or Implementation managers).
• Support coach and train team leads; identify and develop next-level leadership candidates.
• Ensure appropriate delegation of duties and responsibilities to optimize capacity and accountability.
• Conduct regular all-hands and cross-location meetings to promote connection engagement and knowledge sharing.
• Promote a positive collaborative team culture grounded in accountability and continuous improvement; lead performance management and skills uplift.

3) Client Service Delivery Sales Alignment & Engagement

• Ensure high-quality client service delivery and execution across the regional implementation portfolio.
• Participate in key client meetings and select sales presentations for strategic or complex opportunities to align scope timelines and expectations.
• Serve as escalation point for complex implementations; lead regional updates with internal stakeholders.
• Partner with Sales and Relationship teams on success criteria and delivery plans; translate clear client requirements to client onboarding team for execution.

4) Operational Excellence Issue Resolution Risk & Controls

• Ensure all audit controls tickets reconciliation issues errors and client complaints are triaged promptly and resolved within defined SLAs.
• Drive root-cause analysis and agree/document preventative measures in the approved tracking system; verify closure and effectiveness.
• Enforce adherence to implementation playbooks documentation standards and change-control procedures.
• Ensure implementations meet internal and regulatory requirements (e.g. data privacy information security); maintain audit readiness and oversee remediation plans.

5) Governance Metrics & Reporting

• Track analyze and report operational and delivery metrics on a weekly or monthly cadence to Global Head of Client Onboarding; produce data-driven insights and action plans.
• Ensure non-standard client requests and exceptions are reviewed and approved via the appropriate governance forum before commitment.

6) Strategic Initiatives & Cross-Team Collaboration

• Lead and participate in strategic initiatives that drive training adoption of new tools/processes and cross-team collaboration.
• Collaborate with peer managers to share best practices and standardize ways of working across regions and teams.
• Localize global standards for regional regulatory language and market nuances while maintaining consistency.

Required Qualifications Capabilities and Skills

• Minimum 5 years of experience in client implementations/onboarding program delivery or enterprise deployments within financial services fintech SaaS or a related domain.
• Minimum 5 years of direct people leadership managing managers and analysts in high-performing implementation or onboarding teams.
• Excellent communication both written and oral.
• Risk and controls mindset with familiarity in data handling protocols; ability to enforce documentation and audit control standards.
• Analytical and data-driven; experience interpreting KPI dashboards and using insights to drive action.
• Advanced proficiency in Microsoft Excel PowerPoint and Word; fluency with collaboration and PM tools (e.g. Confluence/SharePoint JIRA/Smartsheet Teams).
• Ability to manage competing priorities in a fast-paced environment.
• Bachelors degree in Business Finance Technology or related fieldor equivalent practical experience.