Senior Client Operations Account Executive

Role Overview

• Perform the daily activities associated with all global clients that have engagements with Collinson;
• On-boarding of clients to agreed implementation specifics and timelines;
• Investigation of disputes and complaints and resolution to a satisfactory outcome;
• Creation and distribution of account information, management information and reporting;
• Communicate with Clients on a regular basis and respond to specific queries and requests.
• Identifies when account management issues should be escalated internally for oversight and response.
• Contribute to weekly / monthly & quarterly meetings with key stakeholders & client leadership as required.
• Coordinate with Commercial teams for handover of new Clients and commencement of the on-boarding process.
• Coordinate Data feed implementations/migrations
• Producing/distributing monthly reports to the client
• Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements.
• Liaise with internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA's.
• Follow business processes to ensure new deals, implementations or developments are tested and signed off.
• Represent the Operations Team in company-wide projects that impact your Client.
• Acquire and maintain a high level of knowledge of the operational, systems, contractual and financial aspects of your accounts.
• Understand Client needs and requirements and work closely with the business to implement correctly.
• Contribute to the creation of new operational solutions to meet the commercial needs of the business.
• Participate where required in the revision of globally shared processes, utilising data to identify gaps and opportunities for operational excellence.
• Document processes for training, education and business awareness.
• Contribute to business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements.
• Raise operational issues and bugs.
• Any other tasks deemed appropriate my management.

Requirements

• A minimum of 2 years of experience working in a client facing account management role.
• Engage and communicate across diverse internal & external audiences.
• Educated to a Degree level.
• Languages an advantage.
• High level of numeracy and computer literacy (MS Office).
• Understanding of the life-cycle of projects.

Benefits

• Health insurance
• Employee development programs
• Paid time off
• Flexible working arrangements