Head of Client Implementation

Job Description

Job Description

Trust unlocks our greatest potential.

For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’.

What you can expect:

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

If that excites you, how about joining our Operations team as Head of Client Implementation? Reporting to the Head of Operational Rigour, you will head up a small client facing team that onboard strategic clients within an Agile operating environment. You will be accountable for a variety of client implementations being managed by the team, this includes supporting our Embedded Banking Clients and Strategic Clearing Clients, by onboarding them to the ClearBank platform in a controlled and efficient manner. This role will work directly with multiple teams across the business, such as Product, Legal, Sales, Risk and Compliance and our Executive team, as well as Operational and Engineering teams to achieve the right outcomes for our prospective clients and ClearBank.

Your role includes:

• Defining project scope, objectives, and deliverables with senior client stakeholders
• Developing a detailed project plans outlining tasks, resources, and schedules
• Coordinating and communicating with the internal and client project teams
• Monitoring and reporting on the progress and performance of the implementation against plan
• Driving strategic direction of the Client Implementation team in line with ClearBank’s organisational objectives and priorities
• Ensuring project milestones are met working with internal subject matter experts
• Planning, organising, and delivering multiple implementation projects
• Identifying, monitoring, and resolving project risks and issues as well as keep senior stakeholders informed
• Troubleshooting and developing solutions to remove obstacles with relevant stakeholders.
• Leading client facing meetings and workshops including internal governance meetings
• Closing Projects and evaluating their success and lessons learned

Requirements

What you’ll bring:

To excel in this role, you’ll also need:

• Significant previous and relevant experience in leading client facing implementations
• Solid programme management experience
• Strong communication and influencing skills both internally to senior stakeholders and to external clients
• The ability to operate in a fast-moving environment to deliver within specific deadlines
• Previous experience in a senior client facing role and operating in a regulated banking environment
• Previous experience of leading and managing a fast paced, agile team
• Strong experience of managing stakeholders at all levels of the organisation (including Executive leadership) – with the ability to influence at all levels of an organisation to achieve a required outcome
• Familiarity of working with Agile Product and Technology teams
• Ability to lead structured workshops, working groups and meetings with client
• Strong understanding of payment clearing services (including accounts and payments)
• Proven ability to solve complex problems with the support of subject matter experts
• Ability to build and maintain trusted stakeholder and client relationships
• Comfortable navigating ambiguity whilst instilling confidence at all levels of the organisation

Regretfully we are not able to sponsor applicants for immigration purposes at the current time.

What makes a great ClearBank team member? Does this sound like you?

• You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank;

• You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care;

• You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate;

• ‘I’ before ’we’, isn’t in your vocabulary

If this sounds like you then we encourage you to dust off that CV and apply!

Benefits

What we offer in return:

• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.

• Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.

• Holiday – 27 days of annual leave per year, plus bank holidays.

• Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.

• Socials – Regular social events open to all.

• Holiday swap – Option to swap your bank holidays to any other day of your choice.

• Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.

• Bigger than ClearBank – Take a couple of days per year to do something that matters to you.

• Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.

• Family – Enhanced family-friendly leave.

• Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.

And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future.

A little bit more about us!

ClearBank is Where You Can belong:

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of:

• 42% of our senior management roles are held by women

• Our enhanced family leave policies

• Launching our partnership with Code First Girls

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group

Our hiring process and what you can expect

Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage;

Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too);

First Interview: You’ll spend one hour with the hiring manager/hiring team focussing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.

Second Interview: This may be either a competency-based interview with one or more members of our team, or case study/take home assignment (that shouldn’t take you more than a few hours to prepare) and present back to the hiring team and discuss your approaches and ideas.

Final Stage: Depending on the level of the role, you will have a final meeting with the Head of Department. This will be around 45-60 minutes.

Offer: Congratulations! Get ready for transform banking forever!

Our commitment to you as a candidate:

We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.

We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.

We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!

Equal Opportunities:

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration.

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation.

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable.

The legal bit:

By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.

Recruitment Agencies:

Please note we are not accepting CV’s or applications from Recruitment Agencies for this position, and unsolicited CV’s that are sent will not be accepted as a formal introduction to ClearBank.