We are looking for a client-facing, execution-focused
Head of Client Implementation and Operations to oversee strategic partner implementations (institutional clients, channel partners) and operational SLAs for our flagship digital asset and funds platforms that support both traditional and digital assets transaction flows.
You will lead a small, high-performing team that has responsibility for client implementation projects, working closely with the product, technology, compliance teams and then transitioning those projects to operational BAU processes. This is a newly created key senior role within the company, reporting directly to the COO.
Client implementation
- Lead client implementations for industry-wide projects and enterprise digital asset deployments
- Manage project timelines, stakeholder communications, technical deployments in line with business/regulatory requirements
- Work closely with clients to understand technical requirements, process/asset/money flows and system integrations
- Partner with product, technology and business teams to create client documentation and contribute to platform improvements
- Act as primary contact point during overall implementation
Operations
- Own operations strategy, execution and people management platforms
- Maintain uptime, reliability, and performance against SLAs; ensure operational issues are triaged and resolved quickly, working with the infrastructure and engineering teams as necessary.
- Manage settlement processes and reconciliations across Swift and Stablecoin rails
- Implement best-practice processes across incident management, monitoring, release cycles, and change control
- Drive company-wide projects to automate and streamline processes
- Own and continually optimise operational processes.
People
- Lead, mentor, and grow a small global team to support 24/7/365 platform support and project initiatives
- Collaborate with sales, product and engineering teams to drive operational readiness for projects and coordinate major platform changes.
- Manage vendors, partner and clients to delivery agents agreed milestones.
Required Experience
- 10-15 years in client-facing platform implementation and/or operations, delivering automation and digitisation initiatives.
- Experience in at least one of funds, structured products or bonds
- Deep experience with traditional finance operations such as treasury workflows, fund settlements, payment rail operations, or clearing/custody processes.
- Good understanding and/or interest in digital assets, including blockchain settlements, custody models, tokenized assets, smart contracts, stablecoins reconciliation tooling
- Familiarity with modern web3 tooling such as Fireblocks, Blockdeamon, Etherscan, Circle Payments, Wallets.
- Proven ability to manage small, high-impact teams.
- Experience maintaining uptime, SLAs, and operational stability, incident management and change control processes across a live production platforms.
Skills
- Client success mindset
- Familiarity with ISO20022, SWIFT, ACH, SEPA, and other legacy payment networks.
- Understanding of security operations, key management, and risk frameworks in Web3 contexts.
- Strong analytical and process-design skills; ability to optimize workflows with bias for automation
- Excellent written and verbal communication skills with both technical and non-technical stakeholders.
- Basic knowledge of a programming language, SQL, technical architectures, cloud services.
- Project delivery certification (Scrum, Prince2)
