Client Operations Account Manager Travel Experience · Hong Kong

Collinson Group; City of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading international service provider in London seeks a skilled Operations Manager to oversee B2B account management. Responsibilities include leading day-to-day operations, maintaining client relationships, and ensuring efficient onboarding of new programs. Ideal candidates will have a degree related to Business Administration, at least 5 years of experience, and excellent command of English and Asian languages. This role offers hybrid work arrangements and discretionary benefits.

Benefits

16 weeks Maternity / 14 days Paternity Full Paid Leave

Discretionary Bonus

Free Priority Pass Membership

Qualifications

• Minimum 5 years of working experience preferably with at least 2 years at managerial level.
• Experience in project management is a plus.
• Excellent command of written and spoken English, Chinese (Cantonese and Putonghua), and Japanese (N1 preferred).
• Willingness to travel occasionally for client meetings.

Responsibilities

• Lead and manage day-to-day operations activities.
• Work closely with business development team to maintain positive relationships with clients.
• Host/join client meetings as an SME in operations.
• Ensure B2B accounts are set-up and administered efficiently.
• Coordinate the onboarding of new programs.

Skills

Project management skills

Interpersonal skills

Problem-solving skills

Customer servicing

Education

Degree in Business Administration or related discipline

Job description

Overview

We are offering......

• Hybrid work arrangement (work from home/office)
• 16 weeks Maternity / 14 days Paternity Full Paid Leave
• Discretionary Bonus
• Free Priority Pass Membership (unlimited airport lounge access)

About this role...

• Lead and manage the day-to-day operations activities Independently and provide excellent service to B2B accounts throughout the whole client lifecycle on all aspects
• Work closely with business development team and maintain close involvement and positive relationships with clients, third-party partners and global counterparts
• Host / join client meetings as an SME in operations, and advise on best program construct, answer any operation related questions
• Ensure B2B accounts are set-up and administered efficiently and effectively.
• Adhering to our processes, coordinate the on-boarding of new programs by setting up the appropriate details in the back-office system, ensuring client requirements are met in accordance with the agreements, performing end-to-end tests prior to implementing a new program
• Coordinate with cross functional teams, collect and validate necessary documentations to ensure new programs are implemented within the SLA
• Identify, investigate and resolve issues and troubleshoot problems for designated accounts
• Understand contractual agreements and ensure these are fully adhered to and assess compliance to contractual requirements
• Understand and meet SLA’s in a time pressured environment
• Acquire and maintain expert knowledge of the operational, systems, contractual and financial aspects of B2B accounts
• Support the Management Team in providing detailed information on B2B accounts
• Responsible for creating and updating operational procedures
• Responsible for managing complaints and disputes, including the investigation, processing, documentation and reporting of such requests
• Prepare weekly/monthly reports, customize a set format of reports from system into client specific requirements
• Perform ad-hoc project as assigned

You might fit for the role if you have...

• Degree in Business Administration or related discipline
• Minimum 5 years of working experience preferably with at least 2 years at managerial level, experience in project management is a plus
• Excellent project management skills
• Account management or Sales Support/Administration experience, preferably with banking/finance experience)
• Solid experience in operational and client administration
• Excellent inter-personal, customer servicing and problem-solving skills
• Assertive, initiative, methodical, detail-oriented, highly organized in work procedures, computer literacy are all pre-requisite
• Willingness to travel occasionally for client meetings
• Excellent command of written and spoken English, Chinese (Cantonese and Putonghua), and Japanese (N1 is preferred)