Process Lead - PSP Governance

Job Summary

As a Process Lead - PSP Governance, you will play a critical role in setting the Commercial Operations team up for future success by documenting the as-is state of our Payment Partner access models and account structures, as well as identifying areas for improvement and embedding compliance requirements needed for our regulated legal entity. This role requires strong internal stakeholder and vendor management skills, and ideally experience in documenting and creating user access models in a similar role in the Payments industry.

Tasks & Responsibilities

• Build and execute a user access policy model for existing & new Payment Partners (PSPs/Issuers), involving:
  
  • Discovery: Map access model types available on the PSP/Issuer Platforms to Booking.com internal team setup
  • Review: Assess the current user base for the existing PSPs/Issuers and clean up access based on the mapped model
  • Reporting: Liaise with the PSPs/Issuers to design robust reporting on user access models in order to conduct SOx-compliant controls
  • Superuser revamp: Collaborate with the PSPs/Issuers to ensure that current internal protocols for superuser access are reflected in their Platforms and document their protocols for updating changes to the superuser base
  • Regulatory readiness: Liaise with Booking.com's regulated legal entity (Booking Holdings Financial Services) to ensure access models meet the requirements needed to transact through them
  • Execution: Work with our Bangalore-based PSP Administration team to roll out new access models and set up users & reporting
• Document & clean up the existing account/sub-account structure for existing & new PSPs/Issuers, including:
  
  • Liaising with internal teams (Product, Finance, non-Accommodation verticals) to identify the purpose of existing/initial sub-accounts with PSPs/Issuers
  • Documenting the Booking.com settlement bank accounts & currencies linked to each PSP/Issuer and working with Treasury to ensure these are compliant
  • Initiating processes directly with PSPs/Issuers to shut down any discontinued sub-accounts
  • Handling ad-hoc incidents and requests from internal stakeholders related to PSP/Issuer setup and governance
  • Regulatory readiness: Liaising with Booking.com's regulated legal entity (Booking Holdings Financial Services) to ensure the sub-account structure for their routed volumes are fit for purpose

• Experience: 7 years in operations, access management, or a related field, preferably in the payments industry. Ideal candidates should have worked in regulated environments.
• Stakeholder management: Ability to influence internal teams and vendors to shape compliant access models.
• Compliance Expertise: Knowledge of regulatory requirements, particularly in sectors such as financial services or technology.
• Data-Driven Approach: Analytical mindset with the ability to interpret performance metrics and drive data-informed decision-making.
• Cross-Functional Collaboration: Proven success in working with Product, Finance, Commercial and Compliance teams to deliver impactful solutions.
• Strong written communication skills
• Experience working with a ticketing system (e.g., Zendesk, ServiceNow, Salesforce Cases)
• Experience working with a workflow management tool (e.g., Jira, Asana, Monday.com)