Lead Operations- Trust & Safety

25 سبتمبر، 2022

0 3 5 دقائق

الوصف الوظيفي

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. During 2019, the Company had consolidated revenues and net income of $15.1 billion and $4.9 billion, respectively, and a current market value of approximately $60 billion.
Booking Holdings Bangalore is a Center of Excellence based in Bangalore, India and was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of our Brands.
As part of our Booking Holdings Bangalore team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.
About The Role
The Trust & Safety Team is part of Security, a dynamic, lean team requiring hands-on support in day to day Safety and Security – aspiring 24/7 – Operations. We deal with issues such as physical and sexual violence, safety hazards and hidden cameras. It is our duty to keep our customers safe and to foster trust in our product and services. We’d like to stimulate positive behavior of our partners and guests, and work together with them to create a great guest and partner experience.
We are looking for a Trust & Safety Team Lead to join our Center of Excellence (CoE) in Bangalore, India. This role will play a key role in establishing the Tier 2 Trust & Safety Team in the CoE. It will require working closely with the Trust & Safety Operations Manager and teams based in HQ to ensure that the operations run smoothly. The focus of 2022 will be on servicing Booking.com, with the ambition to serve other brands and functions across the Booking Holdings enterprise in the future.
We are searching for a Team Lead who has a passion for Trust & Safety, is highly motivated to manage a team and can challenge the team in their day to day work as well as inspire, stimulate and develop each individual.
As a Trust & Safety Team Lead, you are responsible for leading a team of Trust & Safety Response Executives who perform a crucial role in the front line defense of Booking.com in protection of their customers and partners. The team investigates a broad range of trust, health and safety issues, such as sexual or physical violence, safety hazards, discrimination and hidden cameras.
Your role is to support your team members and help them to grow towards their individual and company goals. You get things done by influencing, not through authority. You unlock the creativity of your team and inspire them to get the best for our customers and partners. You are a voice for continuous improvement providing feedback to central teams on opportunities and proactively sharing best practices.
B.responsible

Drive direct reports to achieve set targets and business goals;
Manage team members on their performance and write and deliver performance appraisals;
Effectively use business tools to monitor team performance, quality and adherence;
Day-to-day management of duties such as scheduling, team and one-on-one meetings;
Understand development needs and provide actionable developmental, positive feedback, as well as coaching advice;
Enable professional and personal growth through supporting and challenging team;
Create a safe and open team environment where regular and constructive feedback is encouraged;
Solve problems and issues within the team;
Be a voice for continuous improvement providing feedback to central teams on opportunities and proactively share best practices.
Present stakeholder updates back to the team and provide transparency;
Be an effective Change Manager, leading the team through periods of change, displaying motivating and encouraging behaviors;
Collaborate closely with central teams in order to achieve business goals;

B.skilled

Bachelor’s Degree / specialized diploma in relevant field (e.g. Trust & Safety, Health & Safety, Criminology, Human Rights, International Relations, Homeland Security, Politics, Physical Security, Crisis Management, Business Resilience);
Strong understanding and domain knowledge of trust & safety;
At least 4 to 7 years of experience as a people manager or team leader in a trust & safety environment;
Strong decision making ability and self-disciplined;
Good written and verbal communication skills and ability to effectively advise at all levels of the organization;
High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure;
Self-starter, hands-on and able to work independently;
Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and profHigh level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence;
Strong commercial attitude/business-driven and interest;
Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs;
Open to input and feedback from management, stakeholders and team members, and seeks to continuously learn and grow;
Knowledge of the travel industry is a plus.

About BKNG
Booking Holdings is the world leader in online travel & related services. Our teams work around the clock to build and improve the technology that empowers people to more freely travel across borders, time zones, languages and cultures. At Booking Holdings, we make it easier for everyone to experience the world every day through seamless technology powered by our six major brands:

Booking.com
KAYAK
priceline
agoda
Rentalcars.com
OpenTable

Through the Booking Holdings brands, we help our customers reach all corners of the earth. Our ability to provide great service rests on how well we understand our diverse customer base, which is why having a diverse team is so important to us. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
EEO Statement
Booking Holdings is an equal opportunity employer in accordance with all applicable federal, state and local laws. We ensure equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, or local law.
Booking Holdings also extends this policy to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. M/F/V/D/SO
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
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