Operations Manager

Collinson is a global leader in shaping and influencing customer behaviour to drive revenue and value for its clients. We provide unrivalled insight and expertise around affluent consumers and frequent travellers creating and delivering products and services that increase customer engagement loyalty and value.

Collinson has brought innovation to the market for over 25 years from launching Priority Pass the first independent global VIP lounge access program to being the first to sell direct travel insurance in the UK through Columbus Direct. Today we continue to invest heavily in innovation to ensure that we deliver superior customer experiences.

We service over 800 clients in 170 countries employ 2000 staff in 28 global locations and manage over 20 million end customers. Our industry and sector specialists provide marketleading experience across four core capabilities: Loyalty Insurance Assistance and Lifestyle Benefits.

Collinson is the worldleading provider of lifestyle membership programs and travel enhancement products. With a tiered product range tailored to the needs of financial and other service providers we help clients to differentiate their products drive acquisition optimise brand offerings and retain valuable customers globally.

Purpose of the job

Were looking for dynamic a high performing serviceminded individual with experience in providing excellent customer service in the loyalty program industry. As a member of the Priority Pass family you will join a unique and exciting team environment recognized for providing great value to distinguished customer segments.

We are passionate about building our team and welcome energetic enterprising and professional individuals who share in our commitment to excellence. We are proud of our ongoing expansion and the career development opportunities available. Come join our team!

Key Responsibilities

• Customer Support for the Americas EMEA APJ PROC.
• Effectively communicate using English to assist global clients operations and relationships.
• Monitor the open cases until they are solved.
• Escalate the issue for responsible areas or vendors on their respective country.
• Pull necessary reports from Intel Systems.
• Good Customer Support Etiquette and coordination with other CS Resources from Client team when managing JIRA Tickets.
• Responsible for logging JIRA tickets sent over by Clients CS Team and following processes based on the support issue.
• Able to multitask handling team calls emails and various projects assigned by management.
• Able to process provided input documentation into online engine with speed and accuracy.
• Support the partners enrolled in the Loyalty Program through good service and best practices.
• Support various activities such as research missing points queries redemption issues route issues to SMEs as necessary.

Knowledge skills and experience required

• Proactive and eager to learn with a cando attitude.
• Attention to detail highly organized.
• Handson profile
• Strong communications (written & verbal)
• Multitasking prioritization and time management skills
• Commitment to deliveries
• Selfmotivated
• Quality oriented and ability to take on challenges and show initiative and enthusiasm in taking ownership of tasks.
• Advanced Knowledge of Microsoft Suite
• Basic understanding of CMS platforms
• Basic SQL
• Fluency in English.
• Experience on Customer Services (client support)