Finance Dublin, Ireland

Director of Operations

Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands –, KAYAK, priceline,,, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world.

Booking Holdings Financial Services (hereinafter “BHFS”) is based in Dublin, Ireland and provides financial services in the form of payment services and e-money products across all the brands. BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards.

The role reports to the CEO and is a PCF 42

Job Summary

The role exists to lead the end to end oversight of vendors, outsourced process and functions, together referred to as suppliers, to BHFS to ensure:

  • The stability and resilience of payment services to Booking Holdings Group customers

  • The regulatory requirements set out by the EBA and local regulatory authorities are satisfied

  • That supplier operations conform to good business practices.

Key Responsibilities

The job holder will lead a team with key responsibilities to:

  • Leader of a team of five outsourcing management and operations professionals based in Dublin.

  • Drive global processes and standards for this function across BHFS entities in the UK and U.S.

  • Select new suppliers in a transparent and effective process that are able to to meet the operational, economic and regulatory requirements of BHFS

  • The role is a designated Pre-Approved Control Function (PCF 42) by the Central Bank of Ireland.

  • Manage the implementation of new suppliers and agreed changes to existing supplier processes

  • Develop and maintain a deep understanding of all suppliers operations, processes and controls and ensure associated documentation is kept up to date

  • Establish and maintain consistent minimum mandatory outsourcing standards

  • Develop, collate and distribute key management information and create reporting mechanisms to measure Supplier performance against agreed SLAs and KPIs.

  • Manage engagement across Compliance, Risk and Legal to assess any proposals to either outsource a business function or make material changes to an existing outsourced relationship. 

  • Assign outsourcing responsibilities in relation to any outsourcing partner and ensuring these are carried out effectively

  • Ensure that appropriate controls and governance structures are established to monitor and provide adequate oversight of outsourced activities

  • Regularly reviewing the existing supplier base to ensure service provision is still appropriate and assigned risk rating has not changed

  • Monitor and challenge appropriately the operational performance of the supplier base and taking corrective action in both the moment and longer term to ensure stability and resilience of BHFS operations

  • Coordinate the periodic review of all suppliers’ performance, track issue resolution and assess opportunities to development of processes

  • Manage supplier activities within agreed budgets and where appropriate escalate the need for additional resource for approval

  • Ensure Business Continuity, Disaster Recovery and individual Exit plans are constantly maintained and are appropriate and effective for the needs of BHFS and its customers

  • Management the incident management process within the business including on-call escalation service.

  • Ensure Incidents are effectively resolved and subsequent follow through processes are progressed in a timely manner.

  • Membership of the Management, Operations and Governance Committee

  • Membership of the Outsourcing Committee

  • Support the Governance and Oversight of Supplier Management including but not limited to:

    • Preparing Board papers

    • Developing, maintaining appropriate MI and reporting systems

    • Coordinating the Outsourcing Committee agenda and associated papers

    • Developing and maintaining BHFS’s Outsouricng Strategy and Policies

    • Maintaining the Supplier Register

Knowledge and Skills

The job holder is expected to have had at least five to seven year experience of managing supplier relationships in a regulatory environment; ideally in a payments environment. 

The ideal job candidate will have the following:

  • Proven ability to manage people; setting direction, providing appropriate challenge and supporting their development

  • Setting and implementing supplier management strategy

  • Strong stakeholder management

  • Experience of managing outsourced service providers within a regulated business

  • Good understanding of payment technology and underlying process

  • Appropriate Risk Management Approaches for managing suppliers 

  • Experience of creating and implementing a vision for Supplier Relationship Management (SRM) across a significant business and being able to work closely with key stakeholders in a matrix environment.

  • Excellent external networking capabilities and presentation skills 

  • Team player with excellent communication and influencing skills

  • Financial acumen and result oriented with ability to present results in a structured and professional manner

  • Strong project management skills

Any offer of employment will be subjected to the successful completion of pre-employment screening.

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