Partner Operations Manager

Collinson is the global privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences loyalty and customer engagement and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass the worlds original and leading airport experiences programme. Travellers can access a network of 1500 lounges and travel experiences including dining retail sleep and spa in over 650 airports in 148 countries helping to elevate the journey into something special. We work with the worlds leading payment networks over 1400 banks 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception from launching the first independent global VIP lounge access Programme Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard American Express Cathay Pacific British Airways LATAM Flying Blue Accor EasyJet HSBC Chase HDFC.

Our mission is focused on doing good beyond profit which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition the success of our business is delivered through the diverse and talented team of over 2200 global colleagues.

Purpose of the job

Provide exceptional customer and technical support to our Partners for our proprietary registration system implemented across Europe Africa Middle East and the UK while maintaining a professional representation of the team as well as the company.

To provide clear leadership and direction to the team of global partner operations team ensuring that all processes are always adhered to when onboarding a new partner and supporting existing partners. Liaising with the partner operations managers across the regions to ensure that we are aligned in our ways of working and maintaining the one team ethos.

To provide clear leadership and direction to the global partner operations team ensuring that all processes are kept up to date Standard Operations Procedures are created and reviewed when required.

Key Responsibilities

The ideal candidate should demonstrate the ability to:

• Support & drive the continuous development of the support team ensuring the team keep up to date with commercial understanding business changes and developments.
• Track the partner technology hardware and accessories inventory ensuring they have sufficient supplies to maintain service levels.
• Build a trusting relationship with our suppliers and Tier 1 Partners working closely with the global partnerships -ordinate across regions any global onboardings for tier 1 partners to ensure that onboardings are carried out in within the time frame required ensuring open communication between departments.
• Support and attend monthly QBRs as required by the Partnerships team for tier 1 Partners.
• Ensuring that our payments are tracked and paid within our agreed SLAs
• Support the production of reports in line with internal and external stakeholder requirements.
• Gathers and prioritises global training requirements to ensure material provided works in line with our global standardisation aim. Working with the training manager to ensure delivered within deadlines provided.
• Support with projects to ensure Partner Operations deliver on tasks on time.
• Ensuring that our training materials SOPs and processes are regularly monitored and kept up to date. Keeping up to date with PCI regulations.
• Team leadership

Knowledge skills and experience required

• Minimum 5 years management experience within an operational environment.
• Proficiency with Microsoft Office tools to include Excel PowerPoint Power BI Word.
• Networking skills.
• Excellent interpersonal written and oral communication skills.
• High standards of conduct and professionalism.
• Self-motivated and able to work with a team and as an individual.
• Strong organizational problem-solving and analytical skills.
• Experience with multinational multicultural organizations is a plus.

Person specification

• Experience in a Customer or Administrative Support position supporting business solutions and end-users remotely.
• Comfortable working within a small team environment while being able to work independently.
• Excellent interpersonal written and oral communication skills.
• High standards of conduct and professionalism.
• Self-motivated and able to work with a team.
• Strong organizational problem-solving and analytical skills.
• Experience with multi-national multi-cultural organizations is a plus.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour race ethnicity gender identity sexual orientation neurodivergence family status age individuals with disabilities and people from all backgrounds cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven high performing culture providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action Do the right thing One team and Be insight led. These help guide everything we do internally in terms of how we think act and interact right through to how we deliver value to our customers and clients.

In your application please feel free to note which pronouns you use (For example - she/her/hers he/him/his they/them/theirs etc).

If you need any extra support throughout the interview process then please email us at