ResponsibilitiesClient implementation and onboardingOwn end-to-end implementation for participant banks: kickoff, technical integration, testing, certification and go-live.Build and maintain the implementation playbook, onboarding plans and certification criteria.Act as the senior implementation contact for bank and TCH stakeholders, managing scope, timelines and risks.Coordinate technical input from Platform Reliability, Security Operations and Chain & Protocol Engineering.Service governanceOwn contractual SLA performance for client-facing service and the service-review cadence with TCH.Produce the performance reporting TCH receives and track remediation actions to closure.Own the client escalation path between implementation, support and the wider delivery organisation.Chair post-incident client reviews with the relevant engineering leads.LeadershipLead and develop the Implementation Engineering Manager and Client Onboarding & Certification Specialists.Set team objectives, capacity plans and standards for documentation quality.
