Graham Owens Email & Phone Number

Sutton, Gb

London Area, United Kingdom

London, United Kingdom

Responsible for the management, strategic development and P&L of the EMEA region, including the companies largest account globally, leading a team of skilled Account Managers, working with more than 400 Banks across 84 countries including the UK, Denmark, UAE, Russia, Ukraine and South Africa as well as more than 200 non-FS clients to deliver world class travel, loyalty and lifestyle benefits products and services.Key Achievements:-Led the tender, development and launch of a highly… Show more Responsible for the management, strategic development and P&L of the EMEA region, including the companies largest account globally, leading a team of skilled Account Managers, working with more than 400 Banks across 84 countries including the UK, Denmark, UAE, Russia, Ukraine and South Africa as well as more than 200 non-FS clients to deliver world class travel, loyalty and lifestyle benefits products and services.Key Achievements:-Led the tender, development and launch of a highly innovation API driven, real time benefits solution, including all aspects of negotiation, product ownership, training and launch activities as well as post launch product support across the MENA, SSA and CIS regions. This ultimately ensured that three key strategic accounts were retained and grown sustainably. Additionally, a number of new innovative features developed as part of this solution were adopted across other products at a global level. -Developed and launched a loyalty based proposition, allowing a travel benefit to be issued based on cardholder behaviours, creating a highly sustainable benefit for FS clients.- 36% increase in Client satisfaction scores.- 49% increase in Client account revenues. - Creation and delivery of a new global contract framework, bringing consolidation across a number of different product and service options and more than 100 separate agreements. Show less

London, United Kingdom

Working within the Travel Experiences division with a core focus on the Priority Pass and LoungeKey brands, providing a premium lounge access benefit. Responsible for the management, strategic development and P&L of the CEMEA (Central Europe, Middle East, Africa) region, supporting one of the worlds leading payment networks, over 400 Banks across 84 countries including the UAE, Russia, Ukraine and South Africa.Developing close working relationships with Clients at all levels… Show more Working within the Travel Experiences division with a core focus on the Priority Pass and LoungeKey brands, providing a premium lounge access benefit. Responsible for the management, strategic development and P&L of the CEMEA (Central Europe, Middle East, Africa) region, supporting one of the worlds leading payment networks, over 400 Banks across 84 countries including the UAE, Russia, Ukraine and South Africa.Developing close working relationships with Clients at all levels, promoting partnership, understandingthe client’s strategies, goals and challenges and identifying solutions to both further the partnershipand ultimately retain and grow the business.Working in close partnership with the proposition and product teams to support with commercial,program and operational expertise, helping to shape or steer the proposition or solution to meet Clientand Customer’ requirements, create vision boards and business cases and align on product roadmaps, capitalize on an opportunity or to support with the alignment of client strategies, working to agile methodologies.Working closely with Operations to ensure SLA adherence and to promote a ‘continuous improvement’ approach.Working in collaboration with marketing to create Client and Customer focused communication materials.Product Owner for a bespoke behavior-based rewards program, designed to address a key strategicobjective.Creating tailored, Client focused strategies with in depth product and market knowledge.Monitoring and analysing the performance of Client accounts, identifying opportunities to developexisting business and grow the account.Developing new ideas, challenging the norm, encouraging an open and honest approach and drivingchange to deliver excellence.Forecasting and creation of a CEMEA wide budget. Working in collaboration with legal to create contracts and contractual frameworks. Show less

London, United Kingdom

Managing a team of operations account managers and executives, responsible for the creation of an operations framework, continual process improvement and ensuring that all operational requirements are delivered accurately and in line with agreed SLA’s,Product, program and system expert, across the Priority Pass and LoungeKey programs.Responsible for ensuring new business is transitioned into BAU processes, internal and external stakeholders are fully briefed on processes and… Show more Managing a team of operations account managers and executives, responsible for the creation of an operations framework, continual process improvement and ensuring that all operational requirements are delivered accurately and in line with agreed SLA’s,Product, program and system expert, across the Priority Pass and LoungeKey programs.Responsible for ensuring new business is transitioned into BAU processes, internal and external stakeholders are fully briefed on processes and requirements.Analysing processes to identify areas for greater efficiencies, working with the operations team to update and adapt processes, create more efficient processes and systems, test, pilot and deliver.Understanding and representing Clients requirements, working with teams across the business to develop solutions, implement change roadmaps, project plans, test pilot and deploy solutions.Developing solutions to manage and track complex billing and reporting requirements.Ensuring on-going Operational excellence through SLA management, process improvement and ClientengagementTeam leadership, on-going prioritization of workloads, development and support.Analysing processes, creating and developing new automated processes to drive greater efficiencies. Understanding and representing Clients requirements, liaising with stakeholders across all levels internally develop, propose and create solutions.Monitoring and analysing the performance of Client accounts, identifying opportunities to develop existing business and grow the account, presenting solutions. Personal development, training and coaching of team. Show less

My role spans both Operations and Account Management and includes the Management and ongoing development of over 400 accounts, including a number of key global accounts across multiple products. Key areas of my role include:-Building successful long term relationships with Clients. -Ensuring on-going Operational excellence through SLA management, process improvement and Client engagement. -Management of a team of Operations Administrators which includes on-going development.… Show more My role spans both Operations and Account Management and includes the Management and ongoing development of over 400 accounts, including a number of key global accounts across multiple products. Key areas of my role include:-Building successful long term relationships with Clients. -Ensuring on-going Operational excellence through SLA management, process improvement and Client engagement. -Management of a team of Operations Administrators which includes on-going development. -Setup and on-going Management and Development of both new and existing business.-Development of new processes and best practice and for new products and solutions. Show less

Operations and product expert.Management and development of over 300 Corporate and Wholesale B2B accounts across Central Europe, Middle East and Europe.

Outsourced network support and software developer.Responsible for all Operational, Project Management and Account Management activities including thecreation of an operations frameworks for 1 st , 2 nd and 3 rd line support best practices, workflow process flows and client presentations.Management of 3 rd party suppliers, ensuring that client orders were accurately fulfilled, according toagreed project plans.Creating project and pricing briefs.Supporting… Show more Outsourced network support and software developer.Responsible for all Operational, Project Management and Account Management activities including thecreation of an operations frameworks for 1 st , 2 nd and 3 rd line support best practices, workflow process flows and client presentations.Management of 3 rd party suppliers, ensuring that client orders were accurately fulfilled, according toagreed project plans.Creating project and pricing briefs.Supporting with the management, sourcing, assessment and prioritization of projects assigned to 3 rd party partners.Creation of project plans, assigning work to colleagues and 3 rd party partners.Management of a backlog of projects and support tickets, ensuring all work is prioritized and actionedaccording to agreed SLAs.Responsible for ensuring that all billing and reporting is delivered to agreed SLAs.Creation of product sales presentations, creation of user manuals and FAQ’s. Show less