Regional Manager People Operations

We are in search of a highly skilled and strategic People Operations Manager who will play a pivotal role in ensuring a positive employee experience through effective coaching, people management, and streamlined work processes. This position serves as a key escalation point for both internal teams and the business, facilitating optimal delivery of People services. The successful candidate will contribute to global improvements and actively participate in shaping and implementing the Ops Strategy and operating model.

Responsibilities:

1. People Management:

   • Drive the team to achieve departmental targets.
   • Monitor and enhance individual and team performance against established metrics.
   • Provide individual coaching and counseling to team members.
   • Conduct quarterly performance check-ins and bi-annual reviews.
   • Drive staffing and talent management processes, including interviews and succession planning.

2. Stakeholder Management:

   • Align with Regional HR sub-departments and other HR teams.
   • Collaborate with Global Operations Managers to ensure congruence in processes and procedures, sharing best practices.

3. Compliance:

   • Attend audits and follow up on outcomes for process improvements.
   • Ensure sensitive data handling adheres to privacy and compliance standards.

4. Project Management:

   • Drive various (cross-)regional and global HR initiatives, projects, and procedures.
   • Represent HR Operations in (cross-)departmental HR initiatives, projects, and procedures.

5. Data Management:

   • Assure quality data entry and productivity standards.
   • Analyze data to identify trends and advise on issues.
   • Manage the quality control process to meet employee expectations and comply with local laws.

Operation:

• Set clear team goals and targets.
• Manage team workload on short, middle, and long-term bases.
• Administer and approve requests for team members.
• Ensure efficient execution and continuous improvement of administration processes.

Communication:

• Play a pivotal role in communication to stakeholders, the People Department, the People Operations team, and regional teams.
• Ensure effective communication to employees and managers through various channels.
• Act as the second escalation point for HR queries.

Other:

• Support other People Operations Managers in their absence.
• Allocate SME roles in the team and support with COE communication.

Deliverables:

• Achieve team targets, SLAs, and KPIs.
• Meet team satisfaction rate.
• Ensure Leadership is updated with the latest team metrics and performance.
• Successfully audit the team on compliance.
• Implement a Quality Assurance and Quality Control process.
• Provide clear and timely communication to stakeholders, the People department, the Global People Operations team, and the team.

Impact of the Role:

This role translates the People strategy into daily and project work to ensure a positive employee experience. It has a direct impact on business success by driving effective performance and service delivery through the managed teams, contributing to Booking's reputation as a great place to work.

Requirements:

Background/Education:

• Bachelor’s degree in Human Resources or Business Administration.
• Minimum of 5 years of high-volume data processing experience in a customer-facing environment, with a preference for human resources experience.
• Minimum of 2 years of experience as a Team Lead or managing/coaching people.

Skillset:

• Excellent written and spoken English.
• Strong people management and communication skills.
• HR experience and/or understanding.
• Project Management and Process Improvement.
• Proficient in SAP, Workday, MS Office, and Google Suite.

Competencies:

• Customer focus.
• Focus on results.
• Adaptability.
• Initiative.
• Stress tolerance.
• Planning & Organizing.
• Problem analysis & solving.
• People Management.
• Communication & stakeholder management.
• Project Management and Continuous Improvement Mindset.
• Strategy Implementation.

Freedom and Scope:

• Role operates within regional and global boundaries.
• Responsible for making significant changes that impact entire processes and/or products.
• Manages others in their job.
• Operates on a global level.