Safety, Compliance & Quality Manager- Airport Dimensions

Collinson Group is a global leader in driving loyalty and engagement for many of the worlds largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travelers creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years experience with 28 global locations servicing over 800 clients in 170 countries employing 1800 people.

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: Visa 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 1800 colleagues globally.

What Does a Safety Compliance & Quality Manager Do:

As an integral part of the Guest Experience and Operations Support team the Safety Compliance and Quality Manager is responsible for development implementation oversight and monitoring of comprehensive brand compliance programs and initiatives that support organizational goals while maintaining regulatory requirements. This role ensures that employees are equipped with the knowledge and skills necessary to perform their roles safely effectively while maintaining adherence to internal policies and external regulations. The Safety Compliance and Quality Manager plays a critical role in ensuring exceptional guest experiences and operational excellence across all hospitality functions.

Additionally the Safety Compliance and Quality Manager will be responsible for ensuring consistent execution of standards across ADs network of airport lounges. Acting as the on-the-ground auditor for brand and hospitality standards this role will conduct thorough audits identify areas of opportunity and partner with local lounge leaders to drive corrective actions and continuous improvement. Leveraging findings from network auditing initiatives this role will work closely with the internal training team as well as third-party training specialists to identify opportunity areas for future training and development.

The Safety Compliance and Quality Manager will support a portfolio of training programs specific to AD proprietary and partner lounge portfolios focused on the evolution and development of our most critical front line team members responsible for delivering the guest experience.

A successful candidate for the Safety Compliance and Quality Manager will be self-motivated with a healthy curiosity for the business and ways to improve existing and new strategies within the guest experience. Flexibility in priority management and day-to-day tasks will be required. A new role within the organization an entrepreneurial mindset and creative thinker would be critical as we build and execute a successful impactful and strategic compliance program.

The role will be responsible for the adherence of existing process and procedures as well as developing and implementing new policies procedures and systems that will support the Airport Dimensions global approach to operational and branded delivery.

What Youll Do:

• Work as part of the Operations Support team and the wider shareholder structure to develop compliance initiatives recognizing the impact of operational risk across AD & Vendors contribute to company risk register reviewing risk as well as developing initiatives to mitigate the same
• Evaluate current compliance reporting methods protocol and policies developing appropriate initiatives to support business activity
• Work with ADs global training team to organize and implement onboarding service excellence and leadership training tailored to the airport lounge environment.
• Ensure newly onboarded and seasoned team members are trained in brand standards guest engagement food & beverage service and other critical objectives.
• Create and execute onsite auditing program to support/inform training and compliance needs including both feedback from team members as well as real-time guest interactions
• Document all findings including facility wear/tear food quality and temperature compliance maintenance needs and overall guest experience.
• Creation implementation and continuous improvement of Standard Operating Procedures (SOPs) that support consistency efficiency and excellence in service delivery.
• Collaborate with internal and external training specialists to lead the development documentation and rollout of new SOPs across all lounge operations.
• Collaborate with cross-functional teams to ensure SOPs reflect best practices brand standards and regulatory requirements.
• Regularly review and update SOPs to reflect operational changes feedback and audit findings.
• Build and develop risk management tools and assessments that support SOPs as well as identifying operational risk that should be mitigated through a continual monitoring feedback and a prioritized safety culture.
• Monitor follow-up actions to ensure timely closure of identified issues
• Partner with in-lounge and above-lounge leadership and stakeholders Operations and Guest Experience teams to escalate recurring issues and recommend improvements.
• Support local leaders in root-cause analysis of operational failures ensuring detailed follow up documentation and timeline for improvement
• Identify opportunities for cost reduction procurement efficiencies and resource optimization.
• Regular review and analysis of guest feedback channels including but not limited to Google and Loop CSAT ensuring guest feedback is incorporated into ongoing training and lounge audit strategy
• Develop and maintain programming and best practices for incident reporting risk assessment and proper documentation of issues or non-compliance to include physical documentation review cadences and proper document storage
• Partner with lounge managers and regional leaders to identify training needs and deliver targeted learning solutions on time and to completion.
• Evaluate training effectiveness through guest satisfaction scores audits and operational KPIs.
• Work closely with Finance teams and third-party vendors to ensure all new and existing strategies meet financial goals. Ensure training budgets are accurately built and well managed.
• Work closely with cross-functional stakeholders both internal and external to ensure alignment and successful execution of ongoing training and compliance needs.
• Act as consultant and subject matter expert to strategic AD partnerships ensuring successful ideation risk assessment compliance and analysis of new and evolving training programs.

What Youll Need:

Required Qualifications:

• Bachelors degree in hospitality management human resources or related field.
• Minimum 5 years of experience in hospitality or airport operations with at least two years in training compliance or comparable role.
• Experience with LMS (Learning Management System) platforms and digital training tools.
• Excellent communication facilitation and organizational skills.

Preferred Skills:

• Certifications such as ServSafe OSHA or similar.

• Strong knowledge of lounge operations including P&L management health & safety standards and lounge best practices.
• Demonstrated ability to conduct audits identify issues and drive corrective actions.
• Exceptional attention to detail and a passion for maintaining high standards.

• Experience working with airport authorities or within airline lounge operations.
• Bilingual or multilingual capabilities.
• Familiarity with union environments and collective bargaining agreements.

Strategic Thinking & Collaboration

• Excel at strategic and analytical thinking and ability to communicate creative visions and strategy to senior level leaders.
• Support the development and execution of operational strategies ensuring alignment with broader business goals.
• Work effectively across departments to align priorities and achieve shared objectives.
• Collaborative approach to auditing function is an absolute must

Communication & People Skills

• Facilitate clear concise and always professional communication with internal teams and external vendors to ensure ongoing effective program development.
• Build and maintain strong working relationships across departments and partnerships to ensure smooth operations and knowledge sharing.
• Proficient skills in preparing and presenting executive leader-level presentations; both written and oral.
• Foster a culture of hospitality accountability and continuous improvement.

Organizational and Time Management Skills

• Coordinate multiple tasks deadlines and projects simultaneously ensuring timely completion and attention to detail with limited manager oversight.
• Support the implementation and tracking of training initiatives ensuring teams have the resources and information they need to succeed.
• Manage deadlines and adjust priorities to meet operational goals in a fast-paced environment.

Critical Thinking & Problem-Solving

• Identify challenges in operations or vendor relations and proactively find solutions to improve efficiency and service quality.
• Utilize data and analytical skills to propose Guest Experience and food and beverage programs that meet the evolving fast-paced requirements of our guests

Data Interpretation & Reporting

• Interpret and apply reports and data from various departments to inform decisions and operational improvements.
• Use insights from operational reports to support strategy development and execution.

Diligence & Accuracy

Ensure accuracy in managing tasks like invoice approvals vendor communications and operational support.

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical dental life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes differences in all their forms including: color 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: Act smarter 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.).

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