Booking NL
Operational Excellence (For independent contractors)
Job Summary
The role sits within the Regulatory Go-To-Market (RGTM) Team, part of the Partner Trust and Compliance Team within Commercial Growth and Operations (CoGo), ABU. Within a team of six professionals, the Regulatory (GTM) Lead independently scopes and delivers high-quality operational excellence solutions and strategies for regulatory programs. The role translates complex regulatory and business needs into scalable processes, operating models, and cross-functional programs that achieve measurable, customer-centric impact and improve the delivery of regulatory change.
The role typically leads high-impact, high-complexity operational excellence projects and programs across multiple teams and functions. It owns a domain portfolio and/or program, often where the value proposition is ambiguous or the solution is not straightforward. The Lead identifies opportunities, develops business cases, uses data and customer insight to guide decisions, removes delivery barriers, and embeds effective ways of working.
Key responsibilities
Scope and deliver high-quality process-design solutions and strategies that meet business requirements and achieve measurable, customer-centric impact.
Lead high-impact, high-complexity cross-functional Operational Excellence projects and/or programs in the regulatory GTM domain.
Assess end-to-end processes to identify friction, duplication, hand-off gaps, control weaknesses, and opportunities to improve quality, efficiency, and customer outcomes.
Translate Operational Excellence best practices into standardized processes, tools, and frameworks that support consistent execution across teams.
Identify data needs and opportunities to improve the delivery performance of the Operational Excellence team and its programs.
Innovation and Strategy, and opportunity development
Own domain portfolios and/or programs where the value proposition may be ambiguous and the solution direction is not straightforward; clarify the business need and shape a practical path forward.
Independently identify opportunities, develop and prioritize ideas, build business cases, and take ownership of removing blockers that slow progress or innovation.
Influence the business strategy and direction for the area by establishing and driving new opportunities and priorities, supported by compelling communication.
Keep up to date with relevant trends, best practices, methodologies, and ways of working; encourage creativity and innovation among colleagues and across the organization.
Complex cross-functional delivery and autonomy
Lead higher-impact changes involving significant complexity and dependencies across departments, functions, and teams.
Form and lead cross-functional teams for new priorities when needed, working with a dynamic set of stakeholders and managing multiple teams or topics at the same time.
Independently deliver meaningful impact in the area of responsibility, managing interdependencies, risks, readiness, decisions, and escalations.
Translate regulatory change requirements into actionable end-to-end GTM plans, clarifying ownership, decision points, readiness, hand-offs, and escalation paths.
Ensure changes and improvements are delivered and embedded, with clear operational follow-through and adoption.
Stakeholder management
Coordinate with upstream stakeholders, including Legal, Public Affairs, Tax,, and downstream teams (ie. (ie. Digital Partner Experience, Customer Service, Local Partner Services, Connectivity) to ensure regulatory requirements are reflected accurately in processes, communications, and support
Build productive relationships and influence stakeholders—typically at manager, senior manager, and director level—to align on priorities, ownership, interdependencies, and decisions.
Provide clear, precise progress updates and present proposals, initiatives, and ideas in a way that is adapted to the audience and supports engagement and action.
Develop persuasive, decision-oriented narratives that compare scenarios, address risks, and make the required decision or trade-off clear.
Understand the broader impact of decisions and actions on stakeholders and the organization; act as a liaison between functions and help resolve challenges.
Share learnings and successes with relevant communities and use stakeholder relationships to accelerate connected topics.
Experience:
5+ years of experience in global process design, operational excellence, or business transformation, preferably within a fast-paced tech, platform, or e-commerce environment.
Complex Business Expertise: Proven experience operating and scaling processes within large, complex organizations or across multi-layered, complicated corporate systems.
IC Leadership: Proven success as an Individual Contributor (IC), with a strong track record of driving cross-functional initiatives, managing diverse stakeholder expectations, and leading by influence across matrixed organizations.
Systems & Upstream/Downstream Thinking: Ability to map out complex multi-stakeholder systems, anticipate edge cases, and predict cross-functional impacts of operational changes.
Excellent organizational skills, ability to prioritize tasks, and manage time efficiently high performer with the ability to manage parallel tracks and expectations for project scope changes, seeing intersection points, and mitigating risks
Strong team player with a high degree of flexibility and positive communication that motivates and influences achievement of team objectives
Technical Tooling & Data Literacy:
Jira: Advanced proficiency and hands-on experience using Jira for workflow management, ticketing, and process tracking.
Data Literacy (Tableau): Ability to define clear reporting requirements for data teams, coupled with strong analytical capability to interpret Tableau dashboards, diagnose process health, and draw actionable conclusions that drive continuous improvement.
Methodologies: Strong command of process optimization methodologies (e.g., Lean Six Sigma, RACI) and process mapping tools.