About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.
Role Description:
The Senior Manager Global People Operations is responsible for the Global People Operations. As such, the senior manager is responsible to provide People Services in the most effective and efficient way at the right costs ensuring an optimal experience for our employees. The Senior Manager People Operations works closely with other teams within the organization in order to drive harmonization of policies, standardization of processes and optimizing capabilities to achieve Execution Excellence while leveraging technology to reach maximum Employee and Manager Self Service. She/he is representing People Services in Day2Day operational matters and HR projects and makes sure that other People Services teams provide inputs to issues or challenges to guarantee a quality resolution, as well that structural corrective actions are taken and preventive measures are in place. In addition, he/she shapes the strategy of People Operations which covers the Operating model, the scope of services, the technology requirements and the process (re)design that fit our People Services, People and Business strategy.
Key Job Responsibilities and Duties:
Operations Management
- Installs and gate keeps a best in class (benchmarked) service performance mgmt and operations mgmt framework
- Ensures Day2Day Execution Excellence and strong control execution by driving down any waste in processes and practices and establishing a culture of continuous improvement and capability building.
- Monitors the performance of Global People Operations and adapts procedures & organizational structure to achieve the objectives and Service Experience strategy
- Ensures that the Global People Operations activities are conducted effectively and comply with the Booking's policies and standards as well as relevant global and local regulations and laws
- Steers and optimizes the SSC/COE team
- Enables onboarding off the remaining Operations activities that still (2024) sit with HR Advisory and People COEs
- Ensures continuous benchmarking internally and externally around KPI's related to Efficiency, Effectiveness, Service Levels, User Experience and costs and identifies and acts on opportunities for savings or/and cost avoidance
- Installs enablers and works with peers to get required buy-in (e.g. process ownership and policy ownership) that allow growth and increase in maturity of the People Operations team as well the People Department as a whole
- Manages vendors to maximum performance through a strong governance model and KPI framework and acts as the contract owner
- Uses data and insights to drive decisions and changes and through data raising the bar within the People Ops team
- Provides insights to HR stakeholders to increase business adoption (e.g. first time right data flow/processing) and improvements in our HR processes from E2E perspective
- Ensures Data Quality End2End and engages with upstream process and data owners
- Manages data operations related activities for the People Department; mass upload, data entry, data corrections, validations and feeds challenges back to respective owners and Booking's Master Data Mgmt team
- Support continuous enhancement of self-service, automation and simplification of processes and activities
People Management and leadership
- Manages a global team of 4 Regional Team Leads HR Ops, and indirectly a large group of Team members (~60).
- Manages G level managers and team of People Operations team members at career levels D, E and F. Expected team size is ~20-30 FTEs (this seniorizes the team, the Tier 1 activities owned by specialists at career level C and some career level D move to a SSC).
- Ensures the development of individuals within the organization. Coaches and directs people to allow them to achieve both organizational and individual objectives and ensuring Operations is a strong talent pool for the People Department.
- Acts as the Change Leader and creates a change mindset with Direct reports and Team Leads to enable the delivery of the People (Services) transformation e.g. Service Experience Program as well maturity initiatives.
- Builds a network with Global Operations Leads from other companies to exchange learnings and applies good practices in People Ops Booking.com.
- Is the custodian of the E2E service experience to our Employees.
- Shows and embeds the customer centricity mindset (One Team, Learner and Protagonist) and holds people accountability.
- Serves as a member of the People Services Management Team (PS MT), providing guidance and direction to the broader function globally.
Strategy
- Drives the People Services strategy deployment while enriching the strategy for the People Operations related components.
- Ensures that services are on a regular basis benchmarked through standardized, industry widely used KPI's and SLA's.
- Works with peers from other functions (e.g. Finance, Procurement) that have similar operational activities and services to identify commonalities across process design, technology and ways of working and ensure integrated service experience.
- Works closely with People Systems in order to leverage technology to simplify and automate processes, to drive and optimize self service (a.o. Service Experience program).
- Drives transition of services that are not only transactional but also all employee and basic line manager facing services/HR support
- Explores opportunities to further expand scope of services while maintaining cost effectiveness and capacity to keep performance above SLA targets.
- Reshapes the Operating Model to address challenges and support the business strategy
- Shapes and deploys a future fit Organization that is scalable for volumes and scope increase
- Further transform People Operations from reactive into a proactive and preventative mindset & Ways of Working.
- Transforms People Operations from back-end and perceived as administrative only into front-facing for Employees/Managers and a Services "partner" to HR Advisor, COEs and business leaders.
Stakeholder management
- Builds and maintains a strong relationship with HRD/Ms and COE Leads to align on roadmaps and structurally address challenges. As well outside of HR (Finance, Legal, Comms, Risk & Control).
- Aligns with Senior managers and Directors in the People Department to assure congruent People processes and procedures as well as sharing knowledge and best practices.
- Agrees upon and delivers against agreed SLA's and KPI's, and reports on status and progress.
- Encourages the team to run actively listening moments with stakeholders to drive continuous improvements and provides status updates to improve the respective relationship/perception.
Project management
- Drives various People Operations initiatives, projects and procedures including implementation and communication.
- Represents as project-member People Operations in global People initiatives, projects and procedures.
- Plays a key role in the key program "People Services Experience".
- Ensures projects are on track and reported at People Ops level.
- Grows project mgmt capabilities within the People Ops team, in line with PSD guidance and other best practices.
- Ensures portfolio management is set up and uses portfolio mgmt to manage capacity and makes decisions on prioritization.
Functional ownership
- Acts as the functional owner of ServiceNow and Workday by ensuring that the respective People Ops/functional SMEs provide clear requirements to Systems Product owners.
- Acts as the Global Functional owner/expert for Employee Life Cycle processes.
- Supports the (System) Change Manager and Functional SMEs with communication and training of the People Operations team.
- Gate keeps the quality of ServiceNow, Workday and the related changes from the Employee and user perspective.
- Identify areas for improvement related to operational processes and tooling.
- Is the sponsor for key projects related to ServiceNow and Workday which impact the Ways of Working of the People Ops team.
Communication
- Plays a pivotal role in the communication towards all stakeholders, in- and outside the People Department.
- Ensures communication (per the customer centricity principles) to employees and managers via different media e.g. posts, articles
- Acts as the front person / ambassador of People Operations and People Services in case of issues/escalations, to all stakeholders to create awareness and cooperation.
Qualifications & Skills:
- Knowledge on HR Operations, Service Performance management, Process management, Operations Management, HR Advisory, Payroll and People systems preferably.
- 12+years of relevant job experience
- Excellent strategic, management and leadership skills.
- Excellent communication skills, including, influencing, coaching and mentoring. Expert in delivering large scale organizational change programmes and/or people roadmaps.
- Ability to work cross functionally and partner with different stakeholders to impact business decisions. Ability to drive and own large change programmes. Strategic mindset.
- Ability to work globally across different business models and with stakeholders and teams with different cultural backgrounds
Benefits & Perks - Global Impact, Personal Relevance:
Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
- Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Inclusion at Booking.com:
Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:
- Let's go places together: How we Hire
- This role does not come with relocation assistance.
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
