Head of Client Implementation & Service

Role summary

You will lead the team that brings US banks live on Quant's interoperability and programmable payment infrastructure, delivered for The Clearing House. You own each bank's journey from kickoff through integration, certification and go-live, and the service performance TCH sees after it.

This is a hands-on leadership role in a new US delivery organisation. You will build the implementation playbook, lead a team of four, and be the senior day-to-day client contact for onboarding and service.

Success measures

- Bank go-lives delivered on plan, with onboarding cycle time reducing as the playbook matures.
- Certification first-pass rate and onboarding rework rate.
- Client-facing SLA attainment and on-time service reviews.
- Remediation actions closed on time.
- TCH and participant-bank satisfaction with implementation and service.

Responsibilities

Own end-to-end implementation for participant banks: kickoff, technical integration, testing, certification and go-live.; Build and maintain the implementation playbook, onboarding plans and certification criteria.; Act as the senior implementation contact for bank and TCH stakeholders, managing scope, timelines and risks.; Coordinate technical input from Platform Reliability, Security Operations and Chain & Protocol Engineering.; Own contractual SLA performance for client-facing service and the service-review cadence with TCH.; Produce the performance reporting TCH receives and track remediation actions to closure.; Own the client escalation path between implementation, support and the wider delivery organisation.; Chair post-incident client reviews with the relevant engineering leads.; Lead and develop the Implementation Engineering Manager and Client Onboarding & Certification Specialists.; Set team objectives, capacity plans and standards for documentation quality.

Requirements

8+ years in client implementation, onboarding or integration for banks or financial institutions, including 3+ years leading a team.; Track record taking banks live on payment, clearing, treasury or core banking platforms.; Working knowledge of payment rails and messaging standards (for example ISO 20022, RTP, FedNow, ACH or wire).; Experience owning contractual SLAs and service reporting for an enterprise or institutional client.; Confident with regulated-client stakeholders, from technical teams to senior operations leaders.; IT service delivery or ITIL managers from outsourced IT or managed-service providers, without bank implementation experience.; KYC, AML or account-opening onboarding leaders. This is technical integration, not client due diligence.; Relationship managers or sales leaders without hands-on delivery accountability.; Programme managers who have not led integration teams themselves.

Nice to have

Experience at a payment scheme, financial market infrastructure, processor or core banking vendor.; Exposure to DLT, tokenised money or API-led integration.; ITIL Foundation or equivalent service management grounding.