O2C Process Analyst Global Business Services & Operations · 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.

Purpose of the role

As an O2C Process Analyst, this is a focused process documentation and end-user training role sitting within Collinson's O2C (order to cash), Transformation function. This will be a 6-9 month fixed term contract. The primary purpose of this position is to capture and document Finance Operations processes, with a particular focus on the Order-to-Cash (O2C) lifecycle and to translate that knowledge into structured, accessible training materials for end users. The successful candidate will spend their time working closely with Finance SMEs and operational teams to understand how processes work as a result of transformation project outputs, document them accurately, and build a training repository that enables colleagues to understand and adopt new ways of working. The measure of success is simple: clear documentation and training that people can use.

Key responsibilities

• Process Documentation & Register: Work with Billing Transformation, Finance Operations teams and Business Analysts to capture and document current and future-state processes across the O2C lifecycle (billing, invoicing, collections, cash application, revenue operations). Produce clear, accurate as-is and to-be process maps, supported by written process narratives, decision trees and data flow diagrams. Build and maintain a centralised process register, ensuring all documented processes are version-controlled, consistently formatted and easy to navigate. Conduct structured interviews and workshops with Finance SMEs to extract process knowledge and validate documentation accuracy. Ensure documentation reflects operational reality, not just theoretical design.
• End-User Training Development: Translate documented processes into engaging, accessible end-user training materials, including guides, quick reference cards, e-learning content and walkthrough documents. Build and maintain a training repository that serves as a single source of truth for Finance Operations colleagues. Work with Global Team Leads and Managers to identify training gaps and prioritise content accordingly. Deliver training sessions to end users where required, ensuring colleagues understand process changes and can apply them confidently in their day-to-day roles. Gather feedback from trainees and iterate on materials to improve clarity and usability.
• Stakeholder Engagement: Build trusted working relationships with Finance SMEs, Billing, Credit & Collections, Commercial and Operations teams and Transformation Project Teams. Communicate progress on documentation and training deliverables clearly and consistently. Act as the custodian of process and training knowledge throughout the engagement, ensuring nothing is lost as the broader transformation programme progresses.

Knowledge, skills and experience required

• 3–5 years of experience in a process documentation, training design or operational improvement role.
• A proven track record of producing high-quality process maps, process registers and end-user training materials — these are the core outputs of this role.
• Strong working knowledge of O2C or Finance Operations processes is essential.
• Excellent written communication skills — the ability to translate complex processes into plain, accessible language is essential.
• Experience building and managing a training repository or knowledge base.
• Confident facilitator, able to run workshops and interviews with Finance stakeholders at all levels.
• Proficiency in documentation and process mapping tools (e.g. Visio, Lucidchart, Confluence or equivalent) essential.
• Experience with e-learning authoring tools (e.g. Articulate, Rise or equivalent) and use of AI is desirable.
• Lean Six Sigma qualification is desirable but not essential.

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