Client Operations Account Manager

• Lead and manage the day-to-day operations activities Independently and provide excellent service to B2B accounts throughout the whole client lifecycle on all aspects
• Work closely with business development team and maintain close involvement and positive relationships with clients, third-party partners and global counterparts
• Host / join client meetings as an SME in operations, and advise on best program construct, answer any operation related questions
• Ensure B2B accounts are set-up and administered efficiently and effectively.
• Adhering to our processes, coordinate the on-boarding of new programs by setting up the appropriate details in the back-office system, ensuring client requirements are met in accordance with the agreements, performing end-to-end tests prior to implementing a new program
• Coordinate with cross functional teams, collect and validate necessary documentations to ensure new programs are implemented within the SLA
• Identify, investigate and resolve issues and troubleshoot problems for designated accounts
• Understand contractual agreements and ensure these are fully adhered to and assess compliance to contractual requirements
• Understand and meet SLA’s in a time pressured environment
• Acquire and maintain expert knowledge of the operational, systems, contractual and financial aspects of B2B accounts
• Support the Management Team in providing detailed information on B2B accounts
• Responsible for creating and updating operational procedures
• Responsible for managing complaints and disputes, including the investigation, processing, documentation and reporting of such requests
• Prepare weekly/monthly reports, customize a set format of reports from system into client specific requirements
• Perform ad-hoc project as assigned

• Degree in Business Administration or related discipline
• Minimum 5 years of working experience preferably with at least 2 years at managerial level
• Excellent project management skills
• Account management or Sales Support/Administration experience, preferably with banking/finance experience
• Solid experience in operational and client administration
• Excellent inter-personal, customer servicing and problem-solving skills
• Assertive, initiative, methodical, detail-oriented, highly organized in work procedures, computer literacy are all pre-requisite
• Willingness to travel occasionally for client meetings
• Excellent command of written and spoken English, Chinese (Cantonese and Putonghua), and Japanese (N1 is preferred)

experience in project management is a plus

• Hybrid work arrangement (work from home/office)
• 16 weeks Maternity / 14 days Paternity Full Paid Leave
• Discretionary Bonus
• Free Priority Pass Membership (unlimited airport lounge access)