Director, Client Implementation and Transitions

Leadership and stakeholder management

Serve as a senior relationship partner to event stakeholders, including but not limited to Business Development Directors, CIOs, Investment Directors, practice leadership and external clients throughout onboarding, transition, service change and off-boarding events.

Build trusted relationships across the U.S. Private Client business to ensure implementation activity is aligned with client objectives, service expectations and broader business priorities.

Engage proactively with external clients, family offices, custodians and third-party providers to support a seamless and high-quality implementation experience.

Act as the senior point of contact for complex implementation matters, ensuring clear communication, effective expectation setting and timely resolution of issues.

Implementation and delivery

Lead the end-to-end implementation strategy and execution for complex client onboarding, service change and off-boarding events across the U.S. client base, with a particular focus on Private Clients.

Establish the implementation approach, governance structure, key decision points, milestones and stakeholder accountabilities for each engagement.

Maintain oversight of implementation plans, status, actions and stakeholder communications to support disciplined delivery and informed decision-making.

Ensure key milestones, service expectations and implementation deliverables are met.

Drive alignment across internal and external stakeholders to deliver successful implementation outcomes while balancing client needs, operational feasibility, risk and timing considerations.

Lead cross-functional forums and decision-making discussions to maintain momentum, resolve dependencies and address issues in a timely manner.

Risk, governance and control

Own the identification, assessment and management of implementation risks, dependencies and issues across complex client events.

Exercise sound judgement in making and recommending complex implementation decisions, balancing client experience, operational integrity, regulatory requirements and firm risk considerations.

Escalate material risks and sensitive matters appropriately, while maintaining accountability for driving resolution and protecting client outcomes.

Ensure implementation activity is executed within the required control framework and in accordance with applicable policies, procedures and regulatory expectations.

Own adherence to documentation and control requirements, including evidence needed to support SOC 1 and audit requests.

Function development and continuous improvement

Contribute to the development of the U.S. Client Implementations & Transitions operating model, including governance, process standards and cross-functional ways of working.

Partner with key business stakeholders to support strategic priorities and initiatives within the U.S. Private Client business.

Identify themes, bottlenecks and opportunities arising from implementation activity and implement changes that improve scalability, efficiency, risk management and client experience.

Help define and embed best practices across the function, supporting consistency and quality of delivery across complex client events.

Leadership, handover and post-implementation

Provide leadership, guidance and subject matter expertise to colleagues involved in implementation activity, even where there is no direct line-management responsibility.

Ensure effective handover of Day 2 activities to the appropriate teams, with clear ownership and continuity of service.

Lead post-implementation reviews and capture lessons learned to strengthen future execution and the broader client implementation framework.