Administration London, United Kingdom

Senior Operations Manager

Company Intro

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 London, UK 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.

Job Summary

The role reports to the UK Managing Director with a secondary reporting line to the BHFS Director of Operations.

The role exists to manage the end to end oversight of vendors, outsourced processes and functions for Booking Holdings Financial Services, to ensure:

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

  • The regulatory requirements set out by the FCA are satisfied

  • That operations conform to effective business practices.

The jobholder will work in partnership with the BHFS Group Operations team to ensure a consistent approach to supplier management and the efficient and effective management of shared service providers of the BHFS Group.

In addition the Jobholder will have specific responsibilities for BHFS UK to ensure all UK suppliers are managed effectively and in line with FCA requirements and BHFS UK Policy. This will involve working with suppliers, internal stakeholders and reporting to  the UK Outsourcing Committee and as required to the UK Board.

The role will be assigned as an EMD Individual and therefore the successful candidate should not only have the appropriate experience and gravitas expected of such a role but nothing in their background that would exclude their approval by the FCA.

Key Responsibilities

BHFS Group Operations

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

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

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

  • 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 (This responsibility will be conducted in conjunction with the Service Recipients in BHFS)

  • Coordinate the periodic review of suppliers’ performance, track issue resolution, assess risks and controls and consider opportunities to continually improve processes

  • 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

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

  • Manage the incident management process within the business including on-call escalation service (once operational the job holder will be expected to be on call out of hours one week in six with commensurate payment)

UK Operations

  • Ensure that suppliers (unique to the UK)  are selected in a transparent and effective process that are able to to meet the operational, economic and regulatory requirements of BHFS and subsequently managed effectively

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

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

    • Implement and maintain BHFS supplier processes and standards in the UK

    • Developing, maintaining appropriate MI and reporting systems

    • Coordinating the Outsourcing Committee agenda and associated papers

    • Prepare and present Board papers

    • Contribute the BHFS Group Outsourcing Strategy and Policies and ensure that the UK position is effectively promoted and accommodated

    • Propose, implement and maintaining appropriate controls and governance in the UK for supplier management

    • Maintaining the UK Supplier Register

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

  • Member of the following UK Committees:

    • Outsourcing

    • Management, Operations and Governance Committee

    • Risk

  • Manage a colleague who will support the management and oversight of BHFS supplier and governance of the UK Operations

Knowledge and Skills

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

The ideal job candidate will have the following experience of:

  • Managing outsourced service providers within a regulated business

  • Managing/Contributing to Incident Resolution (including remediation actions)

  • Influencing stakeholders  and working in a matrix environment

  • Presenting results in a structured and professional manner

  • People management (desirable)

The ideal job candidate will possess the following knowledge and skills:

  • Excellent communication and influencing skills

  • Knowledge of appropriate Risk Management Approaches for managing suppliers

  • Strong project management skills

  • Regulated Outsourcing Requirements as specified by the FCA and EBA

  • Competent financial acumen – to enable basic evaluation of suppliers’ financial position and evaluation of cost benefit analysis 

  • Knowledge of Card and Bank payment infrastructures and underlying processes (desirable)

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