Operational Resilience & Improvement 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 world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ 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 world’s leading payment networks, over 1,400 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 2,200 global colleagues.

The role

We are looking for an Operational Resilience & Continuous Improvement Analyst to strengthen the stability, control, and performance of our operations.

In this role, you will play a key part in ensuring our services are reliable, secure, and continuously improving. You will identify risks, reduce operational errors, prevent fraud, and help ensure that lessons learned from incidents lead to meaningful, lasting change.

This is a hands-on, analytical, and influential role where you will help shape how we operate across global partner networks.

What you’ll be doing

• Review end-to-end operational processes to identify risks, control gaps, and improvement opportunities

• Lead initiatives that reduce fraud, human error, and quality issues

• Support and coordinate responses during operational incidents and service disruptions

• Conduct root cause analysis and ensure corrective actions prevent recurrence

• Strengthen operational controls, standards, and governance frameworks

• Monitor recurring issues and track the effectiveness of remediation actions

• Support internal audits, partner reviews, and operational risk assessments

• Use data and insights to identify trends and drive continuous improvement

What we’re looking for

• Degree in Business, Finance, Risk Management, or a related field

• Strong understanding of operational risk, controls, and resilience principles

• Experience in process improvement, operational analysis, or risk/compliance roles

• Ability to perform root cause analysis and drive corrective action

• Confidence working in incident or high-pressure operational environments

• Strong analytical skills with ability to interpret data and identify trends

• Excellent communication skills, including senior stakeholder reporting

• Ability to influence change across teams and functions without direct authority

• Commercial awareness with a focus on efficiency, quality, and reliability

Desirable experience

• Professional qualification in risk, audit, or resilience (e.g. IRM, ICA, ISACA, CII)

• Lean, Six Sigma, or continuous improvement training

• Experience in business continuity, incident management, or operational resilience frameworks

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 [email protected]