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 portfolio—driving 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.
• Bachelor’s degree in Business, Finance, Technology, or related field—or equivalent practical experience.