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 – Booking.com, KAYAK, priceline, agoda.com, Rentalcars.com, 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 Senior Operations Analyst role is required to support the development, implementation and adherence to the BHFS outsourcing framework in line with EBA Outsourcing and CBI requirements.
The role reports to the BHFSI Operations Manager.
The role exists to support 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 across Outsourcing and Operational Resilience set out by the CBI and FCA are satisfied
That operations conform to effective and efficient business practices.
The jobholder will work in partnership with the BHFS UK Operation team to ensure a consistent approach to supplier management and the efficient and effective management of shared service providers of the BHFS Group.
Develop and maintain a deep understanding of suppliers operations, processes, and controls and ensure associated records are kept up to date and are maintained accurately
Monitoring, assessing, and measuring of services outsourced and overall operational health and ensuring appropriate remediations are implemented to address service failures and promote operational resilience and stability for BHFS Operations
Conduct the periodic review of suppliers’ performance, track issue resolution, assess risks and controls, and consider opportunities to improve processes continually
Develop operational scheduling of activities promoting a disciplined operational rhythm that supports operating activities that are planned and executed in line with agreed standards and timelines
Support the implementation, delivery and adoption of operational resilience covering business continuity, crisis management and incident management to facilitate appropriate responses for operational incidents and continuity events including on-call escalation service
Implementing an Issues and Error framework including the tracking, logging and governance on remediations.
Developing and maintaining appropriate MI, reporting systems and contributing to data collection, monitoring, quality, and analysis
Maintenance of the operational frameworks and underlying components such as supplier registers, exit plans and operational controls
Build relationships with service providers that facilitates long term understanding and adherence to outsourcing standards and regulations
Support and represent the operation team in regular engagements with the Risk and Compliance teams
Knowledge and Skills
The Operations Analyst is expected to have had at least 3+ years of operations experience in a regulatory environment with a strong understanding of outsourcing obligations ideally within the banking/payments sectors.
The ideal job candidate will have the following experience of:
Coordinating with outsourced service providers within a regulated business
Supporting/Contributing to Incident Resolution (including remediation actions)
Collating data and reporting results in a structured and professional manner
The ideal job candidate will possess the following knowledge and skills:
Excellent communication and influencing skills
Highly organized and efficient
Knowledge of appropriate Risk Management Approaches for managing suppliers
Strong project coordination skills
Understanding of Outsourcing Requirements as specified by the EBA and FCA (desired)
Competent service delivery experience
Clearly understands the role of Operation teams in an Outsourcing context with the ability to adhere to governance programs
Experience working within Incident and Business Continuity Management and developing standards and reporting