Manager, Training and Compliance- Airport Dimensions

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s 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 travellers, 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 1,800 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 1,800 colleagues globally.

What does a Manager, Training and Compliance do?

A new addition to the Guest Experience and Operations Support team, the Manager, Training and Compliance is responsible for oversight, implementation, and monitoring of comprehensive training programs and compliance initiatives that support organizational goals and regulatory requirements. This role ensures that employees are equipped with the knowledge and skills necessary to perform their roles effectively while maintaining adherence to internal policies and external regulations. The Manager of Training and Compliance plays a critical role in ensuring exceptional guest experiences and operational excellence across all hospitality functions. This role will have responsibility for guiding development and execution of training programs that elevate service standards, while also ensuring compliance with health, safety, labor, and brand regulations. This role will work closely with internal AD’s global training team, third-party training specialists, internal Operations and Guest Experience teams to orchestrate, monitor, support and report out on the various training requirements throughout the AD ecosystem. The Training and Compliance 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 Training and Compliance 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 successful as we build a successful, impactful and strategic training program.

What You'll Do:

• Act as main point of contact for key vendor partners to ensure optimal quality, innovation, and targeted completion targets are met
• Work as part of the Operations Support team and the wider shareholder structure to develop compliance initiatives recognising 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
• 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.
• Onsite review/observations of existing lounge operations to support/inform training and compliance needs, including both feedback from team members as well as real-time guest interactions
• 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 strategy
• 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 KPI’s.
• Creation, implementation, and continuous improvement of Standard Operating Procedures (SOPs) that support consistency, efficiency, and excellence in service delivery.
• Lead the development, documentation, and rollout of 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.
• 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 You'll Need?

Required Qualifications:

• Bachelor’s 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.
• 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.

Communication & People Skills

• Facilitate clear, concise, and always professional communication with internal teams and external vendors to ensure effective collaboration.
• 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: 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: 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).

If you need any extra support throughout the interview process, then please email us at ushr@collinsongroup.com