Job Description

Collinson is an equal opportunity employer and welcomes everyone to our team. We strongly encourage people of any colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status (including pregnancy), age, individuals with disabilities and people from all backgrounds, cultures and experiences to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc)
Collinson is a global loyalty and benefits company.
We use our expertise and products to craft customer experiences which enable some of the world's best-known brands to acquire, engage and retain the most demanding and choice-rich customers. In particular, our unique expertise and insight into high earning, frequent travellers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters and assist in in times of need.
While specialising in Financial Services, Travel and Retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi.
We take our 30 years' experience working with these kinds of household names in over 170 countries and help our clients to deliver the smarter experiences it takes to differentiate their propositions, and help them win deeper devotion with their customers.
Collinson is a privately-owned entrepreneurial business with 2,000 passionate people working in 20 locations worldwide. Our solutions include Priority Pass, the world's best-known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brand's reward programmes and loyalty initiatives.
You will be predominantly responsible for supporting the existing clients of Collinson's global travel disruption program (SmartDelay). The role will be part of a multi-disciplined team tasked with the ownership and growth of our SmartDelay travel disruption program. The role holder is expected to work with the SmartDelay commercial, technical, business development, IT, compliance, actuarial and analytics teams, to maintain and grow our existing accounts.
Always with a keen eye on the balance between financial profitability, organic revenue growth and client relationship management, you will work with the SmartDelay management team to identify and implement key operational reporting processes, develop new product ideas and ensure the client business runs within the expected limits. You will possess a background in travel or travel insurance with an understanding of the travel insurance market. You will develop a strong relationship with internal and external insurance partners and be responsible for working with our service delivery team to ensure smooth operations, finance, compliance and IT relationships. You will also work with the wider Collinson Group, looking for opportunities to increase convergence and introduce Group inventory to key clients.
The purpose of the role is to accelerate our organic growth by supporting the onboarding of new partnerships (global focus) as well as increasing the value and profitability of our existing partners. This role provides a genuine opportunity to be involved in key strategic initiatives that will help shape the future of, and forge sustainable profitable propositions for, our SmartDelay product line.
Key Responsibilities:

• Work with the Senior Account Manager, SD Technical, Operational and Finance teams to support all areas of client activity, aligning these to business plans and priorities and ensuring awareness of client KPIs against forecast.
• Work alongside the data analytics team to understand SmartDelay client performance and the key factors driving that performance, clearly communicating the underwriting logic and delivering forecast underwriting performance to internal stakeholders and clients across multiple regions and distribution channels.
• Work with the commercial and SmartDelay product teams to create and enhance products with a strong focus on customer service, regulatory requirements and commercial return. Evolve products to suit multiple distribution partners, with an open and innovative approach to customer communication.
• Work closely with the SmartDelay Global Operations Exec to develop a continuous learning loop, using root-cause analysis to improve product and process, taking clients and their point-of-sale requirements into consideration.
• Work with subject matter experts across the insurance business to onboard and launch new schemes speedily and efficiently to maximize revenue and deliver high levels of client and customer service.
• Be the first line of defence through adherence and ongoing development of Collinson governance and oversight processes, continuous review and improvement of customer processes and products, as well as responsibility for supporting any regulatory reporting.
• Support the Finance Team by providing regular customer insight on client budgeting and forecasts.
• Work closely with senior managers within the Insurance division as well as external suppliers and underwriters, to produce appropriate customer feedback, KPIs and dashboards.

Regulatory Responsibilities

• Adhere to the FCA's Conduct rules and the Firm's code of conduct
• Undertake all regulatory training as prescribed by the company and comply with all policies relevant to your role
• Immediately report any known conflicts of interest in line with company policy
• Satisfy on an ongoing basis the company's fit and proper requirements which as a minimum shall take account of your:

Honesty, integrity and reputation, Competence and capability; and Financial soundness
Knowledge, Skills and Experience Required
Experience

• Minimum of 5 years account management experience, with at least 5 years within the travel insurance/assistance sector

• A genuine interest in insurance / travel account management across multiple global regions

• Experience in juggling different tasks/projects and priorities within an organisation with multiple stakeholders

• Excellent project oversight experience and ability to coordinate delivery within a growing business

• Experience at delivering profitable organic growth across a travel portfolio in a fast-paced and developing environment.

Skills

• Excellent interpersonal, analytical, negotiation, presentation and organisational skills

• Successful influencer (internal & external stakeholders) and effective relationship builder

• Good business acumen, the ability to balance creativity with strong commercial delivery

• Knowledge and experience of the regulatory environment and its impact on day-to-day servicing

• Solution-provider and challenge-thriver - a desire to achieve and grow

• Completer/finisher who adheres to deadlines

• Adherence to service levels with excellent attention to detail, analytically focused, data experience

• Word, Excel and PowerPoint skills (intermediate/advanced)

This is a highly accountable, commercially important role, with a focus on helping Collinson grow travel on an increasingly global scale. You will need to gain the respect and working trust of multiple stakeholders and be able to negotiate, rationalise and prioritise demands and resources across multiple areas of expertise to achieve their goals.
An energized professional, you must demonstrate your knowledge of the travel industry, possess a passion for excellence and customer delivery, along with analytical interpretation, stakeholder management and product delivery & implementation. Insurance industry experience along with a track record of delivering profitable growth through external partners and internal stakeholders is advantageous.
The role will demand a degree of Asia Pacific travel but this will be subject to the pace of growth set by the SmartDelay management team. This is a great opportunity to be involved in the Collinson Insurance strategy for delivering beyond expectations in an industry that has significant global growth potential.

Skills Required