Process Manager - Payment Operations

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 Process Design Manager for Payment Operations is responsible for leading a team of Subject Matter Experts in the development, implementation, and optimization of operational Payment processes. This role ensures that all processes are designed for scalability, align with Finance and Fintech strategies, and maintain strict adherence to regulatory and compliance requirements. The Manager represents the team in cross-functional strategic projects, navigating complex business challenges to deliver controlled and efficient rollouts.

In this role, the Process Design Manager will be responsible to develop and coach a team of Subject Matter Experts (SME) for Payment Operations that embraces and drives change, innovation and efficiency with the development of the right processes, tools, growth, empowerment, and teamwork.

Key Responsibilities

• Contribute to the definition of the department's strategy and ensure all initiatives align with the broader Finance organizational goals.
• Lead the resolution of high-impact, complex issues by applying a deep understanding of end-to-end business processes.
• Drive key initiatives that result in incremental performance improvements and share in-depth subject matter expertise across the organization.

• Enhance existing processes and establish entirely new ways of working, including the introduction of new tooling, procedures, or outsourcing models.
• Build formal proposals for process improvements and oversee the effective implementation of these changes.
• Ensure the creation and maintenance of comprehensive process maps, workflows, and Standard Operating Procedures (SOPs).

• Manage strict adherence to company policies, FCRM (Financial Crime Risk Management) standards, and applicable governmental regulations for all processes within the scope.
• Identify and mitigate financial and operational risks during the implementation phase of new projects.
• Negotiate with senior leaders to find solutions that balance the need for speed with the necessity of controlled, compliant rollouts.

• Regularly engage with internal and external stakeholders across Order-to-Cash (O2C), Finance, Fintech, and Product teams.
• Communicate with a point of view aimed at persuading stakeholders and finalizing decisions, particularly at the Director level and below.
• Work across multiple teams and departments to implement finance-wide improvement projects and ensure GTM (Go-To-Market) success.

• Developing, managing and inspiring a team of SMEs, translating company, and departmental goals into team and personal objectives
• Mentor and coach analysts and other SMEs on process design methodologies and departmental ways of working.
• Balance the execution of tactical tasks with a visionary approach to medium and long-term business objectives.

• Master degree

• Extensive Knowledge (5 - 8 years)

• • Process design and/or Operational Excellence experience
  • Payments experience - in a Telco, Marketplace environment preferred
  • Demonstrable experience in finance roles with progressively increasing levels of responsibility
  • Excellent communication skills
  • Project management experience
  • A good people motivator with management experience
  • Ability to proactively drive the assigned projects and reach the preset objectives
  • Excellent teamwork skills
  • Good presentation and interpersonal skills.
  • Demonstrates tenacity, drive, ability to inspire and collaborate.
  • Able to adapt style and approach in order to work effectively with internal and external stakeholders from a variety of different cultures
  • Able to operate effectively in a complex environment with a wide variety of stakeholders
  • Ability to proactively prioritize and lead the assigned projects and reach the preset objectives
  • Demonstrates analytical and curious mindset, tenacity, drive, and ability to inspire and collaborate
  • Ability to be an effective people manager yet just as comfortable rolling up the sleeves to get the job done in a demanding and evolving start-up environment
  • Motivational people manager who believes in building teams of high performing individuals and knows what it takes to do this in a rounded and people-centered way
  • Excellent verbal and written communication skills, ability to present, make decisions and gain consensus with a large group

• 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.