People Operations Process Owner (EMEA)

This job is with Booking.com, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

Role Overview: As a People Operations Process Owner (EMEA Benefits), you will own and continuously improve end-to-end core operational processes (with a focus on benefits), helping deliver a seamless and consistent experience for EMEA employees and business stakeholders. You will work closely with People Operations, Benefits, People Technology, Service Experience, and other partners to resolve complex queries, monitor process performance, implement process and policy changes. You will also support operational teams through process guidance and maintaining accurate documentation, delivering training, stakeholder alignment, and continuous improvement initiatives that enhance service delivery and employee experience.

Key Job Responsibilities and Duties Objectives:

• Own end to end HR process including governance over success metrics, handover points between functional teams, and performance monitoring.
• Develop and implement optimised processes and procedures to enhance efficiency, productivity and customer satisfaction.
• Ensure effective deployment of new policies in collaboration with Policy Owners and Service Experience function.
• Support Operational teams in addressing process related queries while continuously building strong foundations for self-service.
• Support employees and business stakeholders through providing dedicated process expertise to help resolve queries.
• Strengthen and enhance existing processes and procedures through continuous feedback and monitoring.
• Ensure strong business adoption through education of relevant stakeholders.

Responsibilities:

• Responsible for designing and implementing process scripts, ensuring full alignment with operational teams.
• Keeping up to date employee and HR facing content related to the process.
• Act as escalation point for operational teams in addressing employee and manager queries related to the process via Employee Service Center.
• Engage with operational teams to actively review opportunities for process enhancements and ensuring that complex employee/business queries are addressed in line with policy guidance.
• Be a Point of Contact for Policy Owners, People Tech and wider People Department stakeholders to support policy updates and deployment through process design and adoption.
• Designing, monitoring and reporting process metrics in collaboration with Process Analysts and operational teams.
• Responsible for developing strong end to end processes focused on optimizing service delivery.
• Collaborate with cross-functional teams to implement process changes, ensuring smooth transitions and minimal disruption to operations.
• Coordinate process audits and continuously focus on identifying improvements.
• Create process documentation and guidelines, including standard operating procedures, workflows, and glossaries in collaboration with Process Analysts.
• Provide training and support to team members to build strong process knowledge and expertise.

Role Qualifications and Requirements:

• Experience within Global People Operations function as a Senior Specialist/Subject Matter Expert (ideally within a Shared Service Center structure).
• In depth understanding of employee lifecycle journeys and core HR processes.
• Proven track record of managing end to end process redesign/deployment across multiple functional owners.
• Experience with Workday and ServiceNow enabled HR processes is a must.
• Exceptional communication skills with the ability to influence stakeholders at various levels and build long lasting relations.
• Experience managing conflicts and solving complex problems which require heavy stakeholder steering.
• Solid analytical, problem solving skills.
• Excellent organizational skills and ability to meet tight deadlines in an environment with competing priorities.
• Keen attention to detail and accuracy.
• Ability to operate in a fast paced, dynamic environment and able to work under pressure.
• Proven record of initiative-taking in and managing of matters of critical importance to the organization.
• Able to function well within ambiguity and tell a clear story with data/insights.
• Effective in cross cultural communication, and fully comfortable working in English both written and spoken.