As of early 2021, Booking.com facilitates the payment for more than a sixth of its transaction volume, a number that is expected to increase significantly with the introduction of the new partner value proposition (VP2.0).
Payments is also seen as one of the foundational services to deliver on the company’s strategic priorities, with 6 out of 8 Value Leadership initiatives depending on payments. Longer term, the company has identified significant revenue opportunities in offering financial services to its customers and partners.
As the company increasingly depends on its payment services and the team that builds them, we need to ensure that we have good insight into the key performance drivers of payments, and continuous improvement on cost and scalability. We also need to organise ourselves to effectively execute, deliver the services that the company requires and capture the opportunities that have been identified.
To drive this, we are recruiting for a Director Payments Strategy & Operations.
Reports to: VP Payments
(In)Direct reports: team of 15
Data Science & Analytics
Establish and operationalize end-to-end monitoring of payment performance and impact, across all relevant parts of the business.
Support product development and strategy setting with data-driven insights.
Strategy & Business Operations
Drive the development of medium to long term payments strategy, in collaboration with the department LT and key stakeholders.
Lead the business planning and reporting cycles, in collaboration with the central planning and finance functions.
Ensures that strategic payment initiatives are executed in a timely manner.
Supports project execution with tracking, stakeholder communication and managing project risks and dependencies.
Realise break-through performance improvements across our operations to boost our scalability while giving a better customer and partner experience
Identify and execute opportunities to reduce operational impact through product changes.
For 2021, the immediate priorities are:
Establish an end-to-end view of payment performance and impact, across three dimensions: financial, customer and partner.
Financial (with FP&A)
Break down cost drivers to understand and anticipate changes in payment costs
Identify operational costs associated with payment processing, to understand cost of scaling payments
Customer (with Payment Analytics)
Establish performance metrics across the full customer lifecycle, including acceptance rate and customer service requests
Align performance metrics across Booking Holdings, and establish cross-brand reporting
Partner (with Payment Analytics)
Establish partner-level performance metrics, providing insight into the partner benefit of switching to payments
Prepare for the 2022 budget cycle, by identifying and developing business cases for new payments opportunities.
Aggregate and quantify the impact of known opportunities
Build on the H2/H3 strategy work, and define near-term investment needs for delivering these opportunities.
Identify opportunities to improve the scalability of payment operations (across the entire company, including Commercial Ops, Pay Ops, Fraud, Financial Crime).
Evaluate and define the future organisational needs for Operations.
IDEAL EXPERIENCE & SKILLS:
Proven thought leader with >10 years experience, including (strategy) consulting or corporate strategy as well as operational business roles. Expertise in technology, ideally in e-commerce, retail, payments, and/or consumer facing products, is a must
Skilled in strategy development, including project scoping, hypotheses development, financial and business modeling, strategic options identification, consensus building, and implementation. Ability to learn fast and adapt to a fast moving environment
Ability to engage on both strategic topics as well as detailed/operational topics
Successful people leadership track record
Creativity and “out of the box” thinking that drives innovation. The ability to “see around corners” and “connect the dots” that enable business to proactively drive business, not just respond to it
Strong executive presence and ability to communicate strategy clearly and simply
Ease with executive-level interactions - ability to distill complex business issues and strategies to highlight insights and actionable recommendations in a concise and persuasive manner
Ability to interact with people at all levels (from Board members to entry level employees)
Ability to lead cross-functional collaboration in a highly matrixed and complex environment. Capable of managing multiple stakeholders with competing priorities.
Independent thinker with excellent judgment
Bachelor’s degree. Masters degree is preferred
Fluent in English. Superior written and verbal communication skills
OTHER PERSONAL CHARACTERISTICS:
Humble yet confident, with high self-awareness
Strategic thinker focused on execution; will roll up their sleeves to get things done
Experimental, ready to learn and open to change
Keep the customer at the centre of everything you do
Good cultural and organizational sensitivity
Committed to building a diverse, inclusive work environment
CRITICAL LEADERSHIP CAPABILITIES:
Publicly identifies needed changes or directions that need adjustment, challenges assumptions and norms.
The ability to “think big” and simultaneously understand and appreciate the details necessary to operationalize overarching strategies and goals; The ability to make sense of complex issues and ambiguous situations.
Challenges assumptions about “the way things are done”.
Communicates explicitly what must change, why changes are necessary, and possible outcomes and costs.
Adjusts communication style to the audience to help them understand and accept the change.
Encourages people to support and propose changes and ideas.
Building relationships, Collaborating and Influencing
Establishes relationships and enhances the levels of cooperation, collaboration, and trust that exist between people, interacting with others personally, competently, and effectively. Establishes relationships inside and outside of the organization. Fosters a culture that makes people feel valued and respected and leverages even difficult or tense circumstances to enhance relationships.
Negotiates with a genuine give-and-take approach, where both acts as true peers and decisions are shared.
Spends time identifying all stakeholders necessary and meets or connects with all of them, neglecting no one to shape a collective consensus.
Identifies opportunities to build relationships that will help others achieve their objectives and reaches out to those people or new people.
Responds resourcefully, flexibly, and positively when faced with new challenges and demands. Willingly and effectively deals with the stress and complexities of various situations. Moves forward productively under conditions of change or uncertainty
Demonstrates and fosters a sense of urgency, a “can-do” spirit, a sense of optimism, ownership, and strong commitment to achieving goals and organizational success. Demonstrates a strong sense of ownership and a commitment to achieving meaningful results.
Checks work of self and others against required quality standards.
Reviews performance and progress on a regular basis to ensure the team is achieving results.
Tests to see if goals are sufficiently challenging and implements corrective action based on deviations.