Job Summary:
The Implementation Team Lead oversees a high-performing team of analysts and subject matter experts dedicated to supporting the onboarding of new Clearwater clients. They handle performance management, identify learning opportunities, and serve as an escalation point for important inquiries. Leveraging their expertise in complex financial instruments and accounting, they apply domain knowledge to ensure successful client onboarding. Additionally, they play a crucial role in facilitating knowledge transfer and seamless handovers between Sales, Global Delivery, and steady-state Operations teams.
This role provides opportunity to lead from the front, at the intersection of people leadership and client delivery. You'll build a culture of teamwork, collaboration, and accountability within your team, while playing a hands-on role in the successful onboarding of clients (asset managers, insurers, pension funds and more) onto Clearwater's leading SaaS platform.
Responsibilities:
- Lead, mentor, train, develop, and retain a team of Implementation and Delivery professionals, allocating work and ensuring quality onboarding for clients.
- Act as a sponsor for a number of client onboardings, playing a hands-on role in their successful delivery.
- Own the preparation and delivery of regular 1-on-1s and biannual performance reviews, identifying and facilitating learning and career growth opportunities for your team.
- Identify improvement opportunities and initiate solutions, both within your own role and across the wider team.
- Excel in applying Clearwater Way methodologies for client onboarding, including alignment with Clearwater's Client Engagement Model.
- Design, implement, and track quantitative and qualitative metrics to measure the success of projects, people, and processes, including client satisfaction, time-to-value, go-live SLA adherence, retention, gross margin, automation improvements, and employee attrition.
- Lead SteerCos and client implementation reviews, acting as a confident, knowledgeable, and patient escalation point for issues that arise during onboarding.
- Ensure a seamless transition for newly onboarded clients into steady-state client servicing operations.
- Demonstrate effective management of both people and projects, balancing team development with delivery execution.
- Use tooling such as Salesforce, Workday, and Power BI to monitor and drive team performance.
What We're Looking For:
- 4+ years of directly applicable experience in the finance or fintech industry, with knowledge of investment accounting or investment operations solutions preferred.
- 2+ years of demonstrated success in a people manager or mentor/trainer capacity
- Previous experience in project delivery or project management, working directly with external clients from initiation through to completion.
- Experience delivering measurable KPIs on a weekly and monthly basis in prior roles.
- Knowledge of securities and financial markets; exposure to derivatives, fixed income, structured products, or alternatives is a real plus.
- Confidence communicating clearly and concisely in written and verbal contexts, including small and large group settings, for both internal and client-facing audiences.
- Strong Excel skills (VLOOKUP, SUMIF, Pivot Tables, VBA, etc.) and proficiency in Microsoft Office.
- Excellent attention to detail, strong documentation skills, and outstanding organisational abilities.
- An exceptional problem-solving mindset, calm under pressure.
- Bachelor's degree in Accounting, Finance, Business, Mathematics, Sciences, or a related field, preferred.
