Who we are We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses; IAG Loyalty, British Airways Holidays and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers. We’re on a truly exciting journey of growth and transformation – we’re going places! This is where you come in. The opportunity ✨ This role is based out of our Warrington office. We offer flexibility through our hybrid working model, known as The Blend — designed to help you do your best work, while staying connected with your team and the wider business. You’ll have the option to choose between a hybrid contract (with at least two days per week in the office) or a homeworking contract, depending on what suits you and the role best. You may be required to work from other office or partner locations based on your role and 'to do' list. What you’ll get up to Lead a passionate and high-performing team focused on delivering operational excellence. Champion the ATOL process, driving automation and continuous improvement. Build strong relationships with senior stakeholders and external partners. Streamline offline processes to enhance both customer and colleague experiences. Drive innovation in Business Support technology and onboard new workstreams. Manage complex incidents, data breaches, and high-risk scenarios with confidence. Support strategic initiatives across the Contact Centre and wider business. Represent IAGL in cross-functional working groups and external forums. Foster a culture of growth, development, and accountability within your team. What we need from you A confident communicator, able to tailor messages to different audiences and levels. Proven leadership skills with the ability to inspire and influence. Calm under pressure, with sound judgement and decision-making in fast-paced environments. A continuous improvement mindset, using feedback to drive change. Strong analytical skills to manage complex reporting and data insights. Skilled in negotiation and influence, representing team interests effectively. Deep understanding of departmental systems, processes, and supplier relationships. Excellent time management and prioritisation abilities. Risk-aware, with a proactive approach to problem solving and creative thinking. We might not be right for you if: You only want to focus on your to-do list; we’re a small, high-performing team, we help each other to succeed. You value perfection over fast iteration and progress; IAG Loyalty moves fast, we learn and iterate as we go; our environment isn’t right for everyone. You’re looking to create but not build; this is an end-to-end role, you need to be comfortable owning your space, from ideation through to delivery and review. You prefer a static environment over one that’s fast-paced and constantly evolving. You’re not comfortable making decisions under pressure or navigating ambiguity. You’re looking for a role without people leadership or stakeholder engagement. You’re not keen on driving change or challenging the status quo. You prefer working independently rather than collaboratively across teams. If you think you have what it takes but don't meet every single point above, please do still apply. We'd love to chat and see if you could be a great fit. Equity, Diversity and Inclusion at IAG Loyalty Our vision, 'to create the world's most rewarding experiences,' applies not only to our customers but for our colleagues too. It's about taking belonging seriously, actively fostering a culture where everyone feels welcomed and valued by embracing diverse identities, personal histories, and perspectives. This commitment makes IAG Loyalty a rewarding place to work and enhances our ability to solve complex problems, drive innovation, and better serve our customers and communities. Please let us know if we can make any reasonable adjustments to support your interview process with us.