Process Lead

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.

The Role:

The SME Lead is responsible for designing, leading, and governing all aspects of the departmental program, taking end-to-end ownership and ensuring alignment with organizational goals, compliance standards, and delivering an exceptional customer experience. This role involves continuous improvement of payment processes, analyzing operational metrics, identifying inefficiencies, and leading initiatives to optimize and automate processes to ensure scalability for future growth. The SME Lead works closely with various departments, stakeholders, external parties, Fintech, and leadership, gaining commitment and creating buy-in from senior stakeholders. This position manages a high level of complexity, significantly impacting business outcomes through strategic input on process improvements and operational efficiency across teams.

The SME Lead is responsible for ensuring that the process team is adequately trained and effective when executing processes. They prepare the team and offer development opportunities to ensure the team is skilled and knowledgeable.

Due to the rapid and continuous growth of the organization, the tasks and duties of this role may evolve over time. You will be keen to develop and grow within the role and to take on additional challenges and responsibilities as they occur.

Responsibilities

Develop, document, and maintain end-to-end payment processes focused on customer experience, ensuring alignment with organizational goals and compliance standards.

• • Design scalable processes to support future business growth and evolving industry requirements.
  • Identify pain points and inefficiencies using data analysis and stakeholder feedback, proposing innovative solutions to streamline operations.
  • Analyze operational metrics and KPIs to identify opportunities for process optimisation and automation.
  • Define and document clear business requirements for new processes or system enhancements.
  • Collaborate with technical teams to review and validate solution designs, ensuring they meet business needs and compliance standards.
  • Analyze existing processes and identify gaps or inefficiencies, proposing improvements.
  • Define reporting needs to ensure appropriate tracking and visibility of process performance and compliance.
  • Develop test cases for User Acceptance Testing (UAT) to ensure solutions meet business requirements and quality standards.
  • Lead and execute UAT to verify the functionality and performance of new systems and processes.
  • Coordinate and perform BRT to ensure the system aligns with business needs and is ready for deployment.
  • Create and maintain comprehensive training documentation to support internal teams and stakeholders.
  • Provide ongoing support and guidance to ensure smooth go-live transitions, troubleshooting issues as they arise.
  • Serve as the go-to expert on payment operations, providing guidance and training to internal teams on new processes and best practices.
  • Collaborate with Product, Finance, and Compliance teams to ensure processes align with technical capabilities and regulatory requirements.
  • Partner with operational teams to understand current processes, metrics, and identify pain points and gaps.
  • Collaborate with the internal communications team to effectively communicate process changes and updates to relevant teams.

• 8+ year experience in specialist area
• Bachelor's degree (or equivalent) in Finance, or other Business-oriented field recommended
• Lean Six Sigma certification (or similar)
• Proven senior experience in eCommerce, process management or large multi year programs
• Advanced Knowledge of payment processes, the payment landscape and Service providers
• Ownership and drive of continuous process improvements with focus on automation and scale
• Mapping process flows and identify improvement opportunities in Payments area
• Ability to make independent decisions and set priorities
• Strong Networking and ability to influence others
• Organizational change management skills
• Excellent teamwork skills
• Proficient in both spoken and written English

• 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

• Let's go places together: How we Hire
• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.