The Senior Manager Global People Operations (For independent contractors)

The Senior Manager Global People Operations is responsible for the Global People Operations. As such, is responsible for defining the overall strategy 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 organisation in order to drive harmonisation of policies, standardisation of processes and optimising our capabilities to drive self services leveraging state of the art technology platforms. In addition She/he will also drive the strategy towards further expanding the scope or the Services (e.g. recruitment Operations, global mobility services) and added value services (non-transactional) currently partially provided by HR Advisory thus becoming the main Employee Facing team. Partially these services will also be provided to Line Managers. The expectation is that the scope of the services in the foreseeable further also expand further beyond Booking.com. For this the Senior Manager Operations will also work closely with representatives from the other Booking entities and the Holding to design and implement a HR Service Delivery model that will provide services across all Booking entities.

Key Responsibilities

• Strategy Drives the overall strategy for People Operations within the Booking.com organisation ensuring the right balance between HR effectiveness, reasonable costs and optimal employee experience.

• Ensures that Operational services are on a regular basis benchmarked through standardized, industry widely used KPI's and SLA's. As such, also works closely with the Operational Excellence teams to ensure a data driven operational model. 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 employee experience through our ServiceNow portal.

• Works closely with the People Systems and ITS teams in order to leverage technology to simplify and automate processes, to drive and optimize self service (knowledge base) and to leverage state of the art communication channels like digital assistants, chatbots in combination with telephony. Functional owner of the SNOW HR portal Transformation.

• Drives transformation towards services that are not only transactional but also include all employee and basic line manager facing services Explores opportunities to further expand scope of services within Booking.com as well as beyond (other Booking entities) and works closely with Holdings on this.

Management Manages a global team of Regional Team Leads HR Ops, and indirectly a large group of (65 now 80+) employees, to ensure that the Global HR Operations activities are conducted effectively and ethically and comply with the organization's policies and standards as well as relevant global and local regulations and laws. Ensures the development of individuals within the organization. Coaches and directs people to allow them to achieve both organizational and individual objective ensuring Operations is the main talent pool for the People Department. Serves as a member of the People Systems & Services Leadership Team (PSS), providing guidance and direction to the broader function globally. Operates as a key strategic partner in the People department, using both HR and Business acumen to ensure that Booking.com delivers against its strategic objectives.

Stakeholder management Align and coordinate with the Global and regional People sub-departments & other People Teams, as well outside HR (Finance, Legal, Comms, Risk & Control). Align with other Senior managers and Directors in the People Department to assure congruent People processes and procedures as well as sharing knowledge and best practices. Agree upon and deliver against agreed services, SLA's and KPI's, report on status and progress. Work in partnership with the peer group to ensure that COE teams create and deliver products/tools/services that deliver against business strategy as well as the People Roadmap. Works closely with Holdings and other Booking entities on a global integrated HR Services model.

Project management Drive various global People Operations oriented People initiatives, projects and procedures including implementation and communication. As project-member represent People Operations in global People initiatives, projects and procedures. Is as the functional owner for all Employee Life Cycle processes and Self Services, the main sponsor for key projects in these areas (e.g. Employee Experience Platform/SNOW)

Operations Ensures the highest standards of Continuous and Operational Excellence leveraging respective methodologies to drive our waste in our processes and practices and establish a culture of continuous improvement within our people and people practices. Monitor the status of Global People Operations activities and adapt procedures, organizational structure and identify areas for improvement related to operational processes, tooling and the overall performance of the Operations organization. Request and monitor data and analytics to calibrate approach or modify strategy as needed and create reporting. 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.

Communication Plays a pivotal role in the communication towards all stakeholders, in- and outside the People Department. Ensure a good level of communication to employees and managers via Knowledge base solutions and communication tools (Zendesk/AskHR, Workplace, online libraries and other regular media). Act as the front person / ambassador of Operations and Systems and Services People Ops, representing the team to all stakeholders to create awareness and cooperation.

Communication

• People Department senior management, including HR director, HR advisory, Payroll, CoE's and HR Product

  
  

• External providers

  
  

• Holdings and other Booking entities

  
  

• Other internal stakeholders like Finance, Internal IT, Offices

Level of Education

Master degree

Years of relevant Job Knowledge

Substantial Knowledge (12 + years)

Requirements of special knowledge/skills

• Excellent strategic, management and leadership skills.

  
  

• Excellent communication skills, including, influencing, coaching and mentoring. Expert in delivering large scale organisational 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

  
  

• Should have knowledge on HR Operations, Operations Management, HR Advisory, Payroll and People systems preferably.