Head of Client Implementation & Transformation

Key Responsibilities

Leadership & Team Development

Lead and develop the implementation function across Singapore, the Philippines, and other assigned Asia markets.

Provide leadership, coaching, and support to the implementation and digital delivery teams.

Build a high-performing implementation culture focused on accountability, collaboration, client experience, and continuous improvement.

Develop team capability, succession planning, and future organizational structure as the business grows.

Partner closely with Operations, Client Success, Sales, Finance, Product and Technology teams to ensure alignment across the onboarding journey.

Implementation Governance & Delivery Excellence

Own the implementation methodology, governance framework, and onboarding standards across assigned markets.

Establish consistent implementation processes, templates, project governance, and best practices.

Ensure successful delivery of client implementations, migrations, technology deployments, and service transitions.

Act as executive sponsor for strategic and complex client implementations.

Provide oversight, guidance, and escalation support to implementation managers and specialists throughout the project lifecycle.

Transformation & Continuous Improvement

Identify and implement opportunities to improve implementation efficiency, scalability, and client experience.

Drive initiatives that reduce onboarding timelines and accelerate time-to-value for clients.

Create and maintain implementation playbooks, delivery frameworks, and operating procedures.

Partner with internal stakeholders to automate manual processes and improve operational effectiveness.

Support the introduction and adoption of new technologies, platforms, and digital solutions.

Champion a culture of innovation and continuous improvement within the implementation function.

Strategic Technology & Digital Enablement

Partner with Client Success and Commercial teams to support strategic customer engagements, demonstrating how digital solutions and technology can improve client workflows and business outcomes.

Support the successful deployment and adoption of ATPI's digital ecosystem, including online booking tools, traveller profile solutions, reporting platforms, workflow automation, and future technology initiatives.

Provide strategic guidance on implementation readiness, adoption strategies, and change management.

Stay informed of industry trends and emerging travel technologies to help shape future implementation strategy.

Performance Management & Operational Excellence

Establish and monitor implementation KPIs and performance measures.

Drive improvements in:

·        Time to go-live

·        Time to first transaction

·        Implementation quality

·        Client onboarding experience

·        Digital adoption rates

·        Resource utilization

·        Delivery consistency

Provide regular reporting, insights, and recommendations to senior leadership.

Experience & Qualifications

Essential

·        Proven experience leading implementation, digital transformation, technology adoption or client onboarding functions, including responsibility for developing teams and improving delivery performance.

·        Proven experience leading teams and managing people.

·        Experience managing complex client onboarding or implementation programmes.

·        Strong stakeholder management skills with the ability to influence across multiple functions and levels.

·        Demonstrated success in improving processes, delivery models, or operational performance.

·        Strong commercial awareness and customer-centric mindset.

·        Excellent communication, presentation, and leadership skills.

Preferred

·        Experience within travel management, travel technology, SaaS, technology implementation, or related industries.

·        Exposure to online booking tools, travel technologies, digital platforms, or enterprise software implementations.

·        Experience leading regional or multi-country projects.

·        Understanding of change management principles.

Personal Attributes

·        Strategic thinker with a strong execution mindset.

·        Naturally curious with a continuous improvement mindset.

·        Strong leadership presence and ability to build credibility quickly.

·        Comfortable operating in a fast-paced and evolving environment.

·        Collaborative and relationship focused.

·        Resilient, adaptable, and solutions driven.

·        Passionate about building teams and developing people.