Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK, and OpenTable.
The mission of Booking Holdings is to make it easier for everyone to experience the world.
For more information, visit BookingHoldings.com and follow us on X (formerly known as Twitter) @BookingHoldings.
Booking Holdings Financial Services (hereinafter "BHFS") provides financial services in the form of payment services and e-money products across all the brands.
BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards.
Job SummaryThe Customer Lifecycle Manager role is required to support the ongoing development, implementation, and oversight of the BHFS customer lifecycle and payment product.
Accountable for leading the development, enhancement, and ongoing management of new and existing customer-facing BHFS financial products including (where relevant) pricing, design, market position, customer journeys, and new opportunities/initiatives, in line with regulatory obligations.
Works closely with senior leadership and external stakeholders to define, develop and deliver the product strategy from a BHFS perspective.
The role reports to the BHFSI Director of Operations.
The role exists to support the end-to-end customer lifecycle, oversight, and monitoring of outsourced processes and functions for Booking Holdings Financial Services, to ensure:
Compliance to the Consumer Protection Code, Consumer Duty Principle, and Payment Services RegulationsThe stability and resilience of payment services to Booking Holdings Group customersThe voice of the customer is tracked, monitored and enhancements identified to promote positive customer experiences and outcomesThat operations conform to effective and efficient business practices.The job holder will work in partnership with the BHFS UK Operations team to ensure a consistent approach to customer lifecycle management and the efficient and effective management of shared service providers of the BHFS Group.
Key ResponsibilitiesOwnership of the customer-related regulatory requirements lifecycleOwnership of all BHFS partner-facing communications and other customer-facing materials (e.g.
FAQs, Partner Help articles, Partner Statements) to ensure that they meet regulatory and business requirementsOwnership of the partner agreement lifecycle (e.g.
offer and acceptance of Ts&Cs, audit trails, version control and customer availability of Ts&Cs, changes to Ts&Cs, termination of agreement and offboarding) and the single point of contact for content changesService Management engagement lead and providing oversight and assurance testing on Contact and Complaint Management with outsourced service providers to ensure outsourcing regulatory obligations are fulfilledPrimary engagement channel with solution design teams, payment product & development, program management, customer and service management channels including ensuring appropriate processes and controls are implemented and maintained in line with BHFS requirementsCustomer Impact Error Design, Implementation, and ongoing oversight to fulfill regulatory obligationsResponsible for supporting all regulatory return inputs such as customer complaints, customer base metrics, errors, and customer impacting incidents to ensure appropriate visibility is achieved for all customer impacting issuesDevelopment and maintenance of the end-to-end customer journey, including process and risk taxonomyKnowledge and SkillsThe Customer Lifecycle Manager must have a Bachelor's Degree and at least 5 years relevant experience in a regulatory environment with demonstrable experience working in an outsourced service environment within the banking/payments sectors managing a comprehensive customer lifecycle.
The ideal job candidate will have the following experience:
Working in a cross-functional collaborative high-paced environmentDeveloping, implementing, and managing customer lifecycle frameworks and associated controlsDeveloping policies, processes, and procedures as part of broader regulatory frameworksOversight and stakeholder management of outsourced service providers within a regulated payments businessExperience of supporting regulatory returns pertaining to customer errors, incidents, and complaints.The ideal job candidate will possess the following knowledge and skills:
Excellent communication, influencing, and persuasion skillsHighly organized and efficientIn-depth knowledge of the customer and payments regulatory landscapeExpert understanding of Outsourcing Requirements as specified by the EBA and FCA, Consumer Protection Code, Consumer Duty, and Payment Services RegulationsHighly advanced knowledge of specific professional/technical discipline, combining theory, organizational practice, and market practices.Experience establishing end-to-end customer lifecycle frameworks in an outsourced environment ensuring appropriate controls, monitoring, and reporting is in placeBooking Holdings Financial Services International Ltd. is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
We are committed to treating all employees equally, regardless of gender, civil status, family status, sexual orientation, religious belief, age, disability, race, or membership of the traveler community.
We believe embracing equality and diversity in the workplace benefits not just our organization but also individual employees, departments, and our customers.
This policy extends 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 Financial Services International Ltd is an Equal Employment Opportunity employer and makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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