Legal Operations Manager in London

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.

Key Responsibilities

• Coordinate and deliver Legal Operations projects, including key transformation initiatives such as CLM, e‐billing, AI, and process improvements.
• Design, manage, and improve Legal intake and triage processes to ensure work is routed efficiently to the appropriate lawyer, team, or external counsel.
• Maintain and manage project plans, timelines, risks, and dependencies, ensuring delivery aligns with business priorities.
• Support and facilitate workshops and act as the central coordination point across Legal, IT, Commercial, Finance, Procurement, and other teams.
• Build strong stakeholder relationships and support accountability and follow‐through.
• Partner with Legal leadership to balance workloads, identify bottlenecks, and improve responsiveness to the business.

Operations & Process Improvement

• Support the ongoing running of core Legal Ops processes, including service delivery, CLM, e‐billing and AI adoption, external counsel engagement, and knowledge management.
• Develop and maintain policies, procedures, playbooks, and operating rhythms.
• Contribute to identifying inefficiencies and support the implementation of technology‐driven improvements.
• Translate business requirements into clearly defined system changes and coordinate support.

Reporting & Data Insights

• Maintain oversight of initiatives using tracking tools (e.g. Smartsheet) and provide clear updates on progress, risks, and outcomes.
• Improve data capture, reporting consistency, and quality across Legal systems.
• Support reporting and data‐driven insights for leadership.
• Track and report on key Legal metrics, including matter volumes, turnaround times, workload distribution, technology adoption, external legal spend, contract cycle times, risk categories, and stakeholder demand.
• Support change management, ensuring new processes and systems are adopted effectively.
• Support rollout, adoption, and training for new tools, processes, and initiatives.
• Identify opportunities to leverage automation, AI, and legal technology to improve efficiency.
• Develop and maintain user guidance, training materials, governance documentation, and best‐practice standards for legal systems.
• Monitor system performance, user adoption, data quality, and process compliance, escalating risks or issues where required.
• Support the evaluation, procurement, renewal, and implementation of legal technology solutions.
• Promote a culture of operational discipline, accountability, and continuous improvement within the Legal team.

Knowledge, skills and experience required

• Demonstrates relevant experience in Legal Operations, Contract Management, or Legal Project support (in‐house preferred), working alongside legal, risk, or compliance teams.
• Experience implementing and delivering legal projects or transformation initiatives, including exposure to CLM implementation or onboarding.
• Hands‐on experience supporting implementation, optimisation, administration, or adoption of legal technology solutions (e.g. CLM, e‐billing, AI tools or similar).
• Strong organisational and project coordination skills, with working knowledge of project management tools and methodologies (e.g. PRINCE2 or equivalent preferred).
• Experience using project tracking tools (e.g. Smartsheet or similar).
• Analytical mindset with the ability to interpret data and identify trends (experience with tools such as Power BI is an advantage).
• Excellent stakeholder management, communication, change management and relationship‐building skills.
• Strong problem‐solving and critical thinking capability.
• Proficiency in Microsoft Office (particularly Excel).
• Ability to manage multiple priorities in a fast‐paced environment.
• Proactive, detail‐oriented, and collaborative, with a strong focus on delivery and follow‐through.

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.

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