Client Operations- Accounts Executive

Collinson Group; Mumbai City; Hybrid; INR 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid work arrangement (work fromhome

26 calendar days Annual Leave

Health Insurance

Maternity leave (6 months- Paid)

Paternity leave (15 days- Paid)

Job summary

Collinson Group is seeking a Client Relationship specialist to manage disputes, SLA performance, and client communications. You will investigate issues, maintain thorough case records, and escalate complex matters to leadership.

The role emphasizes accurate reporting, risk mitigation, and collaboration across operations, compliance and legal teams. The ideal candidate will have strong English communication, advanced Excel skills, and experience in account management or administration within

Qualifications

• Experience in client-facing account management or administration.
• Banking or finance sector experience preferred.
• Strong communication across diverse audiences.
• Ability to meet tight deadlines under pressure.
• Proficient data analysis and reporting.
• Strong understanding of contractual obligations.
• Experience reconciling invoices.
• Fluent in English; second European language desirable.
• High numeracy and computer literacy; advanced Excel essential.
• MS Office proficiency.

Responsibilities

• Act as primary contact for client complaints and disputes.
• Investigate issues and perform root-cause analysis.
• Maintain documentation of cases, actions, outcomes.
• Escalate high-risk disputes to senior management.
• Monitor complaint resolution timelines to meet SLAs.
• Track progress and ensure deadlines are met.
• Provide regular SLA and client-satisfaction reporting.
• Communicate clearly and empathetically with clients.
• Identify risks and implement corrective actions.
• Collaborate with operations, compliance, legal to address issues.
• Contribute to policy updates and training.

Skills

Client facing

Account management

Communication

Data analysis

Advanced Excel

MS Office

Numeracy

Under pressure

Cross-functional collaboration

Tools

Excel

MS Office

Job description

Key Responsibilities

Complaint & Dispute Management

Act as the primary point of contact for handling client complaints and disputes.

Investigate issues thoroughly, ensuring root cause analysis and fair resolution.

Maintain accurate documentation of all cases, actions taken, and outcomes.

Escalate complex or high-risk disputes to senior management when necessary.

SLA & Performance Management

Monitor and manage complaint resolution timelines to meet strict client SLAs.

Track case progress proactively, ensuring deadlines are consistently achieved.

Provide regular reporting on SLA adherence, resolution rates, and client satisfaction.

Identify risks of SLA breaches early and implement corrective actions.

Client Communication & Relationship Management

Deliver clear, empathetic, and professional communication to clients throughout the dispute process.

Keep clients informed of progress and resolution outcomes in a timely manner.

Build trust by demonstrating accountability and transparency in handling disputes.

Continuous Improvement & Risk Mitigation

Analyse complaint trends to identify recurring issues and recommend process improvements.

Collaborate with internal teams (operations, compliance, legal, etc.) to address systemic problems.

Contribute to policy and procedure updates to strengthen dispute management frameworks.

Support training initiatives to enhance complaint-handling skills across the team.

Compliance & Governance

Ensure all complaint-handling activities comply with regulatory requirements and company policies.

Maintain confidentiality and data protection standards in all client interactions.

Knowledge, skills and experience required

Experience working in a client facing account management role or an administration role.

Account support/admin/management experience, gained within any sector preference can be given to individuals with banking or finance experience.

Ability to engage and communicate across diverse internal & external audiences.

Ability to work under pressure, to tight deadlines.

Basic data analysis, data consolidation and reporting experience.

Good understanding of contractual obligations.

Experience in reconciling invoices.

Experience in managing complaints.

Fluent in English and a second European language would be desirable.

High level of numeracy and computer literacy (MS Office).

Advanced excel skills – essential.

Person Specification

Simultaneously think strategically and act tactically.

Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness.

Commercially aware with a passion for efficiency and high quality operational delivery.

Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment.

Collaborative in approach.

Shows appreciation & understanding of wider business functions and how departments link together.

Ability to identify and support in resolving issues, and know when escalation is required.

Clear, honest and open in all communications.

Excellent attention to detail.

Can-do attitude ready to step in and help out where needed.

Shows initiative.

Strong operational and administration experience.

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years' experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at [e-mail]

Reward & Benefits: What’s in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• Hybrid work arrangement (work from home/office)

• 26 calendar days Annual Leave

• Health Insurance

• Maternity leave (6 months- Paid)

• Paternity leave (15 days- Paid)