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.

Purpose of the job

To lead and manage Back Office team/s using effective work management principles, ensuring that behaviours consistently reflect company values. The role is accountable for delivering key outcomes by keeping performance standards, KPIs, improvement activities, and one-to-one actions on track and up to date.

The Team Leader is responsible for allocating work, managing workloads, developing team members, and overseeing both individual and team performance. This includes resource management and ensuring quality and service standards are met through active performance routines and regular discussions. The role also involves contributing to process improvements, implementing solutions, and acting as a referral point.

Key responsibilities

• Produce plans that achieve targets and meet customer requirements.
• Communicate business and team objectives to motivate and gain commitment.
• Allocate work based on customer priorities and optimal team performance.
• Actively monitor and manage individual performance to ensure targets are met.
• Implement and maintain a comprehensive set of performance measures.
• Produce and analyse management information to assess performance.
• Continuously improve business processes and team capability to enhance service and manage costs.
• Maintain quality, regulatory, and procedural documentation and standards.
• Provide coaching and feedback to team members.
• Act as a referral point for technical issues and complaints.
• Identify and implement solutions for non-compliant or inefficient processes.

Knowledge skills and experience required

• Proven track record in maintaining accurate KPIs and metrics to inform planning and decision-making.
• Strong understanding of how performance data influences client satisfaction, stakeholder engagement, and financial outcomes.
• Skilled in developing both daily and strategic plans aligned with business targets and service standards.
• Experienced in effectively matching resources to workloads, including proactive backlog management.
• Capable of aligning work allocation with individual strengths to maximise productivity and motivation.
• Adept at communicating plans, objectives, and progress clearly to drive team alignment.
• Utilises visual tools and concise updates to foster engagement and support collaboration across teams.
• Recognises and celebrates team successes while promoting a culture of shared learning.
• Applies structured performance management through regular feedback, coaching, and development.
• Uses quality and quantity metrics to ensure team compliance and competence.
• Identifies training needs and supports development initiatives to mitigate skill gaps.
• Interprets management information to assess and enhance team and individual performance.
• Monitors operational trends to anticipate changes in workload and staffing requirements.
• Identifies inefficiencies and non-compliant processes, implementing improvements where needed.
• Champions continuous improvement in service delivery, quality standards, and internal relationships.
• Brings hands-on experience in a team leader or supervisory role
• Demonstrates strong people management and coaching capabilities, leading by example.
• Communicates effectively and builds strong interpersonal relationships.
• Applies a data-driven approach to interpret metrics and drive performance outcomes.
• Maintains a calm, customer-focused mindset with strong problem-solving skills.
• Proficient in contact centre systems e.g. CRM platforms, and reporting tools.
• Comfortable operating in hybrid and regulated environments.
• Resilient and adaptable in fast-paced, dynamic settings.

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).