Workplace Solutions, Deputy Head Client Onboarding - EMEA
J.P. Morgan
Cork, Ireland
Posted on Mar 5, 2026
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.
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize 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, color, 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.
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
Join the Workplace team in Cork as the Regional head of Client Onboarding.
