Operations Account Manager (non-sales) - Airport Lounge Access Programme

The Collinson Group
11 Feb 2017
11 Mar 2017
Contract Type
Full Time

This Operations Account Manager will join the team dedicated to the management of one of our premier Airport Lounge client programmes. The role will be supporting the migration of existing clients and new clients onto digitally based versions of our offering. It is an exciting period of growth with a shift to a digital focus.

The successful applicant must have strong experience with operations and client implementations and a good digital understanding. The analyst will take responsibility to drive the process, oversee requirements needed for set up and ensure that information is present to deliver timely implementations

Purpose of the Job:

  • Post sign up - Ensure B2B accounts are set-up, tested and administered efficiently and effectively.

  • Drive implementations and ensure clients are aware of requirements for each stage

  • Identify, investigate and resolve issues and troubleshoot problems for designated accounts.

  • Acquire, maintain and document expert knowledge of B2B accounts.

  • Liaise/Coordinate with internal teams during implementations finance, technical and marketing departments as and when required.

  • Acquire and maintain expert knowledge of the operational, systems, contractual and financial aspects of B2B accounts in order to troubleshoot problems and ensure smooth day to day running.

  • Maintain a strong awareness of good practice business processes and policy compliance.

  • Anticipate, understand and respond to the challenges and issues that may impact the operations of key accounts

  • Support the Management Team in providing detailed information on B2B accounts.

  • Ability to understand and meet SLA’s in a time pressured environment.

  • Create, produce and analyse account information, MI and reports in a meaningful wa


  • Client implementations experience within a Financial services environment

  • Strong operational management experience

  • Experience in working to a defined approach with multi concurrent new account implementations

  • Ability to identify and resolve complex issues, and know when escalation is required

  • Experience producing and analysing data across a variety of reporting streams

  • Understanding of PCI DSS compliance requirements

  • Understanding of API’s, Secure Data Exchanges (SFTP & PGP) extremely desirable

Person Specification:

  • Attention to detail, a passion to really understand the end to end and why it matters

  • Passionate about delighting the client and colleagues, takes pride in their work

  • Only makes commitments they can keep, and can be trusted to keep commitments they make

  • Able to manage client facing conversations to deliver positive business outcomes.

  • Operationally focused with a business mindset

  • Shows initiative

  • Ability to deliver, focuses on key internal and external SLA’s and goals

  • Collaborative in approach

  • Perceptive about how organisation works

  • Shows appreciation & understanding of how the wider departments link together