Job Description

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 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 1,800 global colleagues.

Purpose of the job

The Training Manager will lead the design, development, governance and delivery of training and knowledge management across the GBSO transformation portfolio.

The role will ensure that operational teams are equipped with the knowledge, skills and confidence required to successfully adopt new products, platforms, processes and operating models. The role will play a critical part in supporting initiatives such as NPD implementations, strategic platform migrations, service transformations and operational change programmes.

Working closely with the Delivery Lead, Change Lead, Product teams, Operational SMEs and Contact Centre Training teams, the Training Manager will ensure learning solutions are developed and deployed in line with programme timelines and business readiness requirements.

Key Responsibilities

Training Strategy & Governance

• Develop and maintain the GBSO Training & Knowledge Management Framework.
• Create training standards, templates and governance controls across all operational transformation initiatives.
• Establish robust version control processes for all training materials and learning assets.
• Maintain a central repository of approved operational training content.
• Define and track training KPIs, completion rates and readiness measures.
• Ensure all learning assets meet audit and governance requirements.

Programme & Project Training Delivery

• Own training workstreams across all GBSO transformation initiatives.
• Develop training plans aligned to project milestones and implementation schedules.
• Work closely with Programme Managers, Delivery Leads and Operational SMEs to identify learning requirements.
• Ensure training is delivered in advance of operational go-live activities.
• Coordinate training dependencies within wider project plans.
• Support hypercare periods by identifying additional learning requirements and delivering refresher training where required.

New Product Development (NPD) Readiness

• Lead operational training readiness for all NPD launches impacting GBSO teams.
• Partner with Product, Client Operations, Partner Operations, Customer Service and Finance Operations teams to understand new product requirements.
• Translate product documentation into operationally focused learning content.
• Ensure training requirements are incorporated into wider business readiness plans.
• Support creation of operational procedures and process documentation associated with NPD releases.

Learning Content Development

• Design and develop engaging digital learning solutions.
• Create:
  • E-learning modules
  • Interactive learning pathways
  • Quick reference guides
  • SOPs
  • Process maps
  • Knowledge articles
  • Video tutorials
  • Facilitator guides
  • Assessment materials
• Build scalable digital learning solutions that reduce reliance on instructor-led training.
• Ensure learning content supports multiple global locations and audiences.

Facilitation & Training Delivery

• Facilitate instructor-led training sessions and workshops.
• Deliver virtual and face-to-face training where required.
• Train operational trainers and local champions to support wider adoption.
• Manage learner engagement and feedback processes.
• Ensure training delivery is professional, engaging and measurable.

Knowledge Management

• Develop and maintain a structured operational knowledge base.
• Ensure all approved operational procedures are current and accessible.
• Introduce governance to ensure knowledge articles remain accurate and up to date.
• Conduct periodic reviews of training content and documentation.
• Own document lifecycle management and review schedules.

Induction & Capability Development

• Design and implement a future-state GBSO induction programme.
• Create learning pathways for:
  • New starters
  • Team leaders
  • Subject Matter Experts
  • Operational managers
• Develop role-based learning curriculums aligned to operational capability requirements.
• Ensure induction programmes support both business and cultural onboarding.
• Establish onboarding effectiveness measures and continuous improvement processes.

Skills and Experience

Essential

• Experience leading training, learning or operational readiness activities within a transformation environment.
• Experience designing and delivering digital learning solutions.
• Strong instructional design capability.
• Experience developing e-learning and blended learning programmes.
• Strong facilitation and presentation skills.
• Experience managing learning content and documentation governance.
• Excellent stakeholder management skills.
• Ability to work across multiple concurrent programmes.
• Strong project planning and organisational skills.

Desirable

• Experience supporting large-scale migrations, platform implementations or operating model change.
• Knowledge of change management methodologies.
• Experience with LMS platforms and digital learning technologies.
• Experience working in a global organisation.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.