Operations Specialist

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The B2B Commercial Strategy team helps shape the future direction of Booking Holdings Global B2B entity

The B2B Commercial Strategy team helps shape the future direction of Booking Holdings Global B2B entity

• Managed partners- contracting, payments, system administration
• Self Serve - partner analysis & experience, products, system administration

• Support:
  Handling of operations ticket inbound from our Commercial team and Partners
• Projects:
  Innovate the existing processes by initiating and driving medium sized
  * projects to improve efficiency, quality and/or Partner experience
• Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation
• Apply critical thinking and independently drive improvements across the team
• Share knowledge and best practices across teams, both centrally and in the regions
• Creating and documenting the processes to be followed by the commercial teams and operational teams
• Handling of ticket inbound from Partners (Self Serve)
• Maintaining high service levels according to set SLA’s

• Contracting:
  • Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners
  • Leading medium sized projects (eg. on process innovation, legal templates and / or optimizing our tools)
  • Train and support account managers in the processing and coordination of all Contracting requests
• Payments:
  • Coordinate creation of credit slips and payment batches for all Partners
  • Investigate payment issues and/or commission errors and come up with innovative, scalable solutions
  • Dispute management
  • Perform pre-emptive account maintenance to prevent failed payments
  • Using SQL queries combining tables, perform commission errors or data discrepancy investigations
  • Train and support account managers and partners on all Financial and Payment requests

• Partner experience:
  • Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
  • Analysis of Partner-facing campaigns and surveys
  • Work collaboratively with Business Performance team to align priorities
  • Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience

• Strong operational mindset required; 3+ relevant experience in Global Operations department preferred
• Strong project management skills, with experience leading cross-functional initiatives from planning through execution
• Commercially minded and result driven;
• High learning ability;
• Highly organised, can work to deadlines and manage multiple and competing projects
• Clear communicator who can explain complex problems in a simple way to senior stakeholders
• Excellent attention to detail
• Thrives in a fast-paced and ambiguous environment
• High integrity, with an ability to develop deep and lasting internal relationships
• Someone who can “Be Brave and Own It”:
  Independent, proactive and self-motivated
• Skilled at managing expectations and securing internal resource
• Strong customer service ethos
• Drives high standards in themselves and in their colleagues
• High learning ability
• Good communication skills and fluency in both spoken and written English
• Proactive self starter with the ability and willingness to take ownership
• Very well-organized with a critical mind-set
• Bachelor degree or Masters Degree
• 1-5 years of experience
• Analytical skills, able to build, interpret and action reports
• Good project management skills
• Experience working with Microsoft Word, Excel & MySQL , Salesforce and/or other systems is required;
• Specific…