Global Travel Experience Client Operations Lead

Collinson Group; Dallas (TX); On-site; USD 95,000 - 135,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Life insurance

LTD insurance

401k match

Wellness programs

Mentoring program

Priority Pass

Job summary

Collinson Group is seeking a Senior Client Services Account Manager in Dallas to oversee strategic and operational management of key TE client accounts. You will serve as the liaison between clients and internal teams, drive operational excellence, and lead a small but skilled Client Ops team to deliver on contractual obligations and exceed client expectations.

The role requires deep knowledge of client accounts, process standardization, and the ability to implement innovative solutions.

Qualifications

• Bachelor's degree required; advanced degree a plus
• Minimum 5 years of experience in client services, operations, or sales support roles with increasing responsibility
• At least 1 year of people management experience, including oversight of remote or virtual teams
• Strong numerical and analytical skills with proficiency in Excel
• Proven ability to manage competing deadlines and priorities
• Bilingual in Spanish required and Portuguese a plus
• Excellent written and verbal communication skills across diverse audiences
• Creative thinker with a solutions-oriented mindset

Responsibilities

• 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.
• Monitor staffing needs and ensure that adequate resources are available to maintain and exceed customer expectations
• Implement key measurement objectives and report on progress and provide ongoing feedback to staff relative to performance and expectations
• Identifies when account management issues should be escalated internally for oversight and response.
• Derive and contribute to the creation of new operational solutions to meet the commercial needs of the business.
• Actively participate where required in the revision of globally shared processes, utilising data to identify gaps and opportunities for operational excellence.
• Organise and manage the documenting of processes for training, education and business awareness.
• Ownership of sharing processes, useful information and updates with regional operations teams.
• Contribute and lead from operational view on business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements.
• Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements.
• Oversee the daily activities performed by Client Ops staff associated with all global clients that have engagements with Collinson
• On-boarding of clients to agreed implementation specifics and timelines
• Investigate and resolve client disputes and complaints in a timely and satisfactory manner, ensuring issues are logged and trends analysed where appropriate.
• Creation and distribution of account information, management information and reporting;
• Ownership of Communication with Clients on a regular basis including responses to specific queries and requests.
• Coordinate with Commercial teams to manage the seamless handover and onboarding of new clients according to agreed timelines and specifications.
• Coordinate Data feed implementations/migrations
• Producing/distributing monthly reports to clients
• Liaise with and coordinate internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA’s.
• Ensure new deals, implementations, and system developments are tested, validated, and signed off in alignment with internal business processes.
• Understand Client needs and requirements and work closely with the business to implement correctly.
• Team size 3-5 people
• Responsible for processes (meeting SLAs and KPIs)
• Subject matter experts, introducing, involved in changed programs
• Any other tasks deemed appropriate by management

Skills

Client services

Operations management

Team leadership

Stakeholder management

Analytics

Education

Bachelor's degree

Tools

Excel

Job description

Collinson Group is seeking a Senior Client Services Account Manager in Dallas to oversee strategic and operational management of key TE client accounts. You will serve as the liaison between clients and internal teams, drive operational excellence, and lead a small but skilled Client Ops team to deliver on contractual obligations and exceed client expectations.

The role requires deep knowledge of client accounts, process standardization, and the ability to implement innovative solutions.