Booking.com
About The Role
Booking Holdings is looking for a leader to lead our forthcoming delivery center in Bangalore, India. Booking Holdings would like to build technical expertise within these centers, referred to as ‘Centers of Excellence (COE)’ to serve Booking.com and many other Brands that belong to the holding company. This leadership role would lead establishing and scaling up the center, in the process engaging with various stakeholders/brands around the world to understand and enable their talent and technology requirements by developing and executing a world class talent management strategy and establishing the Booking Holdings Bangalore COE as a top place to work.
The focus for 2022 Q2 onwards is to lead the build-out and establishment of the center, formulate a talent strategy, attract talent to come and work at Booking Holdings COE in Bangalore and ensure the COE is off to a successful start in terms of implementation and delivery of service levels to various brands and functions across the Booking Holdings enterprise.
B. Responsible
Strategy
- Provide strategic and operational leadership for all brands and employees in the Center of Excellence
- Receiving Location of Booking Holdings global sourcing initiative: responsible for building, leading and managing all Center resources in the COE
- Build and lead organization that delivers world class services; create a culture of innovation, excellence and high performance
- Create an “Employer of Choice” culture that attracts, develops and retains world class talent
- Build a COE and organization that delivers innovation, best practices and excellence
- Monitor, analyze and report on key data through the development of appropriate metrics which measure the performance of Center of Excellence and resources reporting under it
- Applying expertise in outsourcing, economies of scale, delivery improvement opportunities, transition planning, and contract negotiations, when needed
- Communicate business value, project statistics and issues to business leadership and business sponsors
- Lead the development and alignment of service delivery strategy with the business strategy
Oversight
- Lead the effort to build out and enhance new work streams geared toward operational efficiency in the business life cycle
- Plan for and anticipate short- and long-term people support needs
- Ensure teams across the organization are augmented with resources that meet the required skillset for implementation of engagement Center of Excellence best-practices (including compliance management) while driving continuous improvement for a scalable and sustainable delivery model
- Provide unparallel customer service while ensuring stakeholder confidence and trust with executives in the organization by utilizing exceptional communication and presentation skills
- Promote and engage the business regarding the Center of Excellence model and self-service direct access provisions
- Effectively planning and proactively mitigating risks on projects and workstreams, to improve operations through process improvement/redesign and utilizing technology to help reduce workload demands
- Ensure the COE implements/delivers its commitments and services as per annual operating/financial plan and budgets
- Ensure full compliance with local, regional and corporate compliance rules, regulations and policies
Partnership
- Consult and partner with all Brand leaders a matrix operating environment to ensure the Bangalore COE is recognized as a trusted resource
- Establish solid relationships with Brands units and leadership across the enterprise and ensure satisfaction by leading the collaborative development of service level agreements, adhering to those agreements and monitoring costs, quality, and timeliness
- Establish and ensure all SLAs within CoE are consistently met, reviewed, revised as appropriate
- Work in partnership with leaders in business units/brands across the organization to meet their project needs and ensure the allocation of resources is furnished effectively and efficiently
- Partnering with leadership to create and establish Centers of Excellence and Communities of Practice
B. Skills
- Bachelor’s degree (Master’s preferred) along with 15+ years of total work experience (of people management, and program/portfolio management)
- Previous leadership experience in a Center of Excellence/Shared Services Center or similar customer-facing type of environment
- Deep understanding of offshore CoE/shared services organizations and models. Demonstrated ability in setting strategy, driving performance, consistently producing superior results, cultivating ownership while enforcing company policies
- Strategic leader with an aptitude for identifying and developing talent and building strong delivery teams
- Experience managing multiple employees across various locations and distributed teams
- Proven ability to deal with conflict and diffuse difficult situations
- Prior experience and success in creating step-change improvements to people processes and creating a world-class employee experience
- Ability to deliver within deadlines and strength in facilitating change on a broad scale
- Expertise in technology, managed complex IT or Product portfolios. BPR/Global Business Service setup and operations. Setting up Centers to deliver on a specific technical expertise.
- International experience: Self-awareness of communication style and cultural differences.
- Consultative style: Ability to formulate and articulate a perspective and present it in a manner that generates understanding and alignment.
- Self-motivated and capable of operating independently with limited oversight. Strong sense of personal accountability for work tasks.
- Comfort dealing with ambiguity and a fast-paced entrepreneurial environment
- Travel Required : 10%-20% average during normal circumstances
About BKNG
Booking Holdings is the world leader in online travel & related services. Our teams work around the clock to build and improve the technology that empowers people to more freely travel across borders, time zones, languages and cultures. At Booking Holdings, we make it easier for everyone to experience the world every day through seamless technology powered by our six major brands:
- Booking.com
- KAYAK
- priceline
- agoda
- Rentalcars.com
- OpenTable
Through the Booking Holdings brands, we help our customers reach all corners of the earth. Our ability to provide great service rests on how well we understand our diverse customer base, which is why having a diverse team is so important to us. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
EEO Statement
Booking Holdings is an equal opportunity employer in accordance with all applicable federal, state and local laws. We ensure equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, or local law.
Booking Holdings also extends this policy to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. M/F/V/D/SO
To apply for this job please visit jobs.booking.com.