Legal Operations Manager
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Job Summary
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.
Key Responsibilities
Project Delivery & Stakeholder Management
Coordinate and deliver Legal Operations projects including key transformation initiatives such as CLM e-billing AI and process improvements
Design manage and improve Legal intake and triage processes to ensure work is routed efficiently to the appropriate lawyer team or external counsel
Maintain and manage project plans timelines risks and dependencies ensuring delivery aligns with business priorities
Support and facilitate workshops and act as the central coordination point across Legal IT Commercial Finance Procurement and other teams
Build strong stakeholder relationships and support accountability and follow-through
Partner with Legal leadership to balance workloads identify bottlenecks and improve responsiveness to the business
Operations & Process Improvement
Support the ongoing running of core Legal Ops processes including service delivery CLM e-billing and AI adoption external counsel engagement and knowledge management
Develop and maintain policies procedures playbooks and operating rhythms
Contribute to identifying inefficiencies and support the implementation of technology-driven improvements
Translate business requirements into clearly defined system changes and coordinate support
Reporting & Data Insights
Maintain oversight of initiatives using tracking tools (e.g. Smartsheet) and provide clear updates on progress risks and outcomes
Improve data capture reporting consistency and quality across Legal systems
Support reporting and data-driven insights for leadership
Track and report on key Legal metrics including matter volumes turnaround times workload distribution technology adoption external legal spend contract cycle times risk categories and stakeholder demand
Systems Change & Continuous Improvement
Support change management ensuring new processes and systems are adopted effectively
Support rollout adoption and training for new tools processes and initiatives
Identify opportunities to leverage automation AI and legal technology to improve efficiency
Develop and maintain user guidance training materials governance documentation and best-practice standards for legal systems
Monitor system performance user adoption data quality and process compliance escalating risks or issues where required
Support the evaluation procurement renewal and implementation of legal technology solutions
Promote a culture of operational discipline accountability and continuous improvement within the Legal team
Knowledge skills and experience required
Demonstrates relevant experience in Legal Operations Contract Management or Legal Project support (in-house preferred) working alongside legal risk or compliance teams
Experience implementing and delivering legal projects or transformation initiatives including exposure to CLM implementation or onboarding
Hands-on experience supporting implementation optimisation administration or adoption of legal technology solutions (e.g. CLM e-billing AI tools or similar)
Skills & Attributes
Strong organisational and project coordination skills with working knowledge of project management tools and methodologies (e.g. PRINCE2 or equivalent preferred)
Experience using project tracking tools (e.g. Smartsheet or similar)
Analytical mindset with the ability to interpret data and identify trends (experience with tools such as Power BI is an advantage)
Excellent stakeholder management communication change management and relationship-building skills
Strong problem-solving and critical thinking capability
Proficiency in Microsoft Office (particularly Excel)
Ability to manage multiple priorities in a fast-paced environment
Proactive detail-oriented and collaborative with a strong focus on delivery and follow-through
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
About Company
We use our expertise and products to craft customer experiences. Our range of services helps global brand acquire, engage and retain choice-rich customers.© 2023 Collinson International Limited. Registered in England & Wales under registration No. 2577557Registered address : 3 More Lo ... View more
