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.

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, prioritise work, and allocate resources based on complexity, risk, and client value.
• Ensure consistent delivery against SLAs and KPIs (on time rate, CSAT/NPS).

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 optimise 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.

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.

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.

Governance, Metrics & Reporting

• Track, analyse, 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.

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 standardise ways of working across regions and teams.
• Localise global standards for regional regulatory, language, and market nuances while maintaining consistency.

Required Qualifications, Capabilities & Skills

• Minimum 5 years of experience in client implementations/onboarding, programme 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.

Equal Opportunity Statement

We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Location: Cork. Join the Workplace team in Cork as the Regional head of Client Onboarding.