Program Lead responsible for delivering engagement programs and shaping culture across Client Services at Bank of America. Collaborating with leadership to drive connection, inclusion, and team effectiveness.
About the role
- Bilingual Sr. Client Services Account Manager overseeing key global Travel Experience client accounts. Managing operations and ensuring high-quality service delivery while exceeding client expectations.
Responsibilities
- Responsible for the operational management of key global Travel Experience (TE) clients, providing expertise to support change initiatives, standardize global operational processes, and address critical application issues.
- This role manages Client Operations processes and maintains strong client relationships to ensure effective service delivery.
- 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, utilizing data to identify gaps and opportunities for operational excellence.
- Organize 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 analyses 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.
Requirements
- 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 English and Latin American Spanish is a plus
- Excellent written and verbal communication skills across diverse audiences
- Creative thinker with a solutions-oriented mindset
Benefits
- 100% employer paid medical, dental, life & LTD insurance for employees
- 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
- Supplemental Insurance including STD, additional Life
- Priority Pass Membership
- Global Mentoring Program
- Wellness Programs
- Lifestyle Benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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