Job Description

About this role

Process Governance & Standardisation

• Own, maintain, review, and continuously enhance Standard Operating Procedures (SOPs) across Client Operations.
• Create process maps, work instructions, operational guides, and process documentation for existing and new operational activities.
• Establish and maintain documentation governance, version control, and process ownership standards.
• Ensure operational procedures remain accurate, compliant, and aligned with business objectives.
• Drive process standardisation and adoption of best practices across operational teams.
• Support operational readiness activities for new products, services, and business initiatives.

Operational Excellence & Continuous Improvement

• Lead operational improvement initiatives that enhance productivity, quality, consistency, and customer outcomes.
• Analyse operational processes to identify inefficiencies, risks, control gaps, and opportunities for optimisation.
• Design and implement sustainable process improvements and workflow enhancements.
• Measure and monitor improvement outcomes against defined business objectives and success metrics.
• Promote a culture of continuous improvement across Client Operations.

Business Analysis & Project Delivery

• Gather, analyse, document, and prioritise business requirements from stakeholders.
• Facilitate workshops to understand operational challenges and identify solution options.
• Develop requirements documentation, process maps, workflow designs, and implementation plans.
• Manage project plans, milestones, risks, dependencies, actions, and stakeholder communications.
• Support cross-regional initiatives impacting Client Operations.

Examples may include

• New Product Development (NPD) operational readiness.
• Cross-network implementation projects.
• Operational transformation initiatives.
• Workflow design and redesign.
• Client change request governance and implementation.

Reporting, Analytics & Insight Generation

• Own and create operational reporting frameworks and dashboards.
• Develop management information and reporting that provide meaningful business insight.
• Analyse operational performance data and identify trends, risks, and improvement opportunities.
• Monitor performance against agreed KPIs and SLAs.
• Drive actions resulting from operational reporting and performance reviews.
• Support leadership teams with data-driven recommendations and performance analysis.

Reporting responsibilities may include

• Declined visits and registrations.
• Chargeback monitoring.
• Complaints and disputes.
• Operational productivity measures.
• Quality and compliance reporting.
• Client implementation performance.
• Service delivery metrics.

Workflow, Systems & Automation

• Own and create Jira dashboards, workflows, and reporting structures.
• Drive adoption of workflow management best practices across Client Operations.
• Evaluate technologies and tools that improve efficiency, visibility, governance, and operational controls.
• Support implementation of automation, workflow, and reporting solutions.

Stakeholder Management & Communication

• Build effective working relationships across Operations, Product, Change, Finance, and other regional and global teams.
• Communicate process changes, requirements, and project updates effectively to stakeholders.
• Influence stakeholders through data-driven recommendations and evidence-based decision making.

You might fit for the role if you have

• Degree in Business Administration or related disciplines
• Minimum 5 years of working experience in Business Analysis, Project Management, Operational Excellence, Process Improvement, or a similar role
• Experience in using analytics tools such as Power BI, Tableau, etc.
• Hands on experience in using Jira in creating workflows and workflow management tools.
• Strong analytical, reporting and problem-solving skills
• Excellent command of written and spoken English, Chinese (Cantonese and Putonghua) and other Asia languages such as Japanese and Korean is an advantage.
• Able to work in a fast-paced environment and meeting tight timelines
• 1-year renewable contract subjected to the business and operations needs

About us: Our story

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.

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

You can look forward to a competitive salary and benefit plan including but not limited to:

• Hybrid work arrangement (work from home/office)
• Medical & Life Insurance
• Flexible Benefits
• Free Priority Pass Membership (unlimited airport lounge access)

Equal Opportunities: Our commitment to inclusion

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.

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