Senior Operations Analyst

Company Intro

Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. For more information, visit BookingHoldings.com and follow us on X (formerly known as Twitter) @BookingHoldings.

Booking Holdings Financial Services (hereinafter “BHFS”) provides financial services in the form of payment services and e-money products across all the brands. BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards

Job Summary

The role exists to support in the management of the end to end oversight of all activities in Operations (Service Management, Supplier Management, Operational Resilience, Customer Service and Complaints) for Booking Holdings Financial Services UK, to ensure:

• The stability and resilience of payment services to Booking Holdings Group customers

• The regulatory requirements set out by the FCA are satisfied

• That operations conform to effective business practices.

This role will support the Senior Operations Manager in working in partnership with the BHFS Group Operations team to ensure a consistent approach to all areas of Operations and the efficient and effective management of shared service providers of the BHFS Group.

The role will have specific responsibilities in supporting the Senior Operations Manager for BHFS UK to ensure all UK operations are managed effectively and in line with FCA requirements and BHFS UK Policy. This will involve working with suppliers, internal stakeholders and supporting the Senior Operations Manager on reporting to the UK Outsourcing Committee and, as required, to the UK Board.

Key Responsibilities

BHFS Group Operations

• Support in ensuring that new suppliers are selected in a transparent and effective process that are able to to meet the operational, economic and regulatory requirements of BHFS

• Support in managing the implementation of new suppliers and agreed changes to existing supplier processes

• Develop and maintain a deep understanding of suppliers operations, processes and controls and ensure associated documentation is kept up to date

• Monitor and challenge appropriately the operational performance of the supplier base and taking corrective action in both the moment and longer term to ensure stability and resilience of BHFS operations (This responsibility will be conducted in conjunction with the Service Recipients in BHFS)

• Coordinate the periodic review of suppliers’ performance, track issue resolution, assess risks and controls and consider opportunities to continually improve processes

• Support with the engagement across Compliance, Risk, Legal and Internal Audit to assess any proposals to either outsource a business function or make material changes to an existing outsourced relationship. 

• Manage supplier activities within agreed budgets and where appropriate escalate the need for additional resource for approval

• Manage the incident management process within the business

UK Operations

• Ensure Incidents impacting the UK Operations are effectively resolved and subsequently follow through processes are progressed in a timely manner.

• Support in the Governance and Oversight of UK Supplier Management including but not limited to:

  • Implementation and maintenance of BHFS supplier processes and standards in the UK

  • Development and maintenance of appropriate MI and reporting systems

  • Support in the Coordination of the Outsourcing Committee agenda and associated papers

  • Opportunity to prepare and present Board papers

  • Contribute to the BHFS Group Outsourcing Strategy and Policies and ensure that the UK position is effectively promoted and accommodated

  • Maintaining the UK Supplier Register

  • Ensure Business Continuity, Disaster Recovery and individual Exit plans are constantly maintained and are appropriate and effective for the needs of BHFS UK and its customers

• Support in the oversight and ongoing enhancement of the BHFS UK Customer experience. This will incorporate all aspects from onboarding, self service & customer service operations, communications and off boarding provided by an outsourced service provider.

Knowledge and Skills

The ideal candidate will have the following experience of:

• Managing outsourced service providers within a regulated business

• Managing/Contributing to Incident Resolution (including remediation actions)

• Customer Service and Complaints handling in a regulated environment

• Influencing stakeholders and working in a matrix environment

• Presenting results in a structured and professional manner

The ideal candidate will possess the following knowledge and skills:

• Excellent communication and influencing skills

• Strong project management skills

• Understanding of Regulated Outsourcing Requirements as specified by the FCA and EBA

• Understanding of Consumer Duty Principles as specified by the FCA and its implementation in Customer Engagement (including Customer Service) and Complaints Handling

• Competent financial acumen - to enable basic evaluation of suppliers’ financial position and evaluation of cost benefit analysis 

• Knowledge of Card and Bank payment infrastructures and underlying processes (desirable)

• ITIL certification and/or World Contracting & Commerce

Booking Holdings Financial Services International Ltd. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are committed to treating all employees equally, regardless of gender, civil status, family status, sexual orientation, religious belief, age, disability, race or membership of the traveler community. We believe embracing equality and diversity in the workplace benefits not just our organisation but also individual employees, departments and our customers.

This policy extends to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings Financial Services International Ltd is an Equal Employment Opportunity employer and makes hiring decisions based solely on qualifications, merit, and business needs at the time.