• The SME Lead is responsible for designing, leading, and governing all aspects of the departmental program, taking end-to-end ownership and ensuring alignment with organizational goals, compliance standards, and delivering an exceptional customer experience together with extensive documentation
• This role involves continuous improvement of payment processes, analyzing operational metrics, identifying inefficiencies, and leading initiatives to optimize and automate processes to ensure scalability for future growth
• The SME Lead works closely with various departments, stakeholders, external parties, Fintech, and leadership, gaining commitment and creating buy-in from senior stakeholders
• This position manages a high level of complexity, significantly impacting business outcomes through strategic input on process improvements and operational efficiency across teams
• The SME Lead is responsible for ensuring that the process team is adequately trained and effective when executing processes
• They prepare the team and offer development opportunities to ensure the team is skilled and knowledgeable
• Due to the rapid and continuous growth of the organization, the tasks and duties of this role may evolve over time
• You will be keen to develop and grow within the role and to take on additional challenges and responsibilities as they occur
• Develop, document, and maintain end-to-end payment processes focused on customer experience, ensuring alignment with organizational goals and compliance standards
• Design scalable processes to support future business growth and evolving industry requirements
• Identify pain points and inefficiencies using data analysis and stakeholder feedback, proposing innovative solutions to streamline operations
• Analyze operational metrics and KPIs to identify opportunities for process optimisation and automation
• Define and document clear business requirements for new processes or system enhancements
• Collaborate with technical teams to review and validate solution designs, ensuring they meet business needs and compliance standards
• Analyze existing processes and identify gaps or inefficiencies, proposing improvements
• Define reporting needs to ensure appropriate tracking and visibility of process performance and compliance
• Develop and maintain test cases for User Acceptance Testing (UAT) to ensure solutions meet business requirements and quality standards
• Lead and execute UAT to verify the functionality and performance of new systems and processes
• Coordinate and perform BRT to ensure the system aligns with business needs and is ready for deployment
• Create and maintain comprehensive training documentation to support internal teams and stakeholders
• Provide ongoing support and guidance to ensure smooth go-live transitions, troubleshooting issues as they arise
• Serve as the go-to expert on payment operations, providing guidance and training to internal teams on new processes and best practices
• Collaborate with Product, Finance, and Compliance teams to ensure processes align with technical capabilities and regulatory requirements
• Partner with operational teams to understand current processes, metrics, and identify pain points and gaps
• Collaborate with the internal communications team to effectively communicate process changes and updates to relevant teams
• Deliver tactical initiatives focused on short- to medium-term business objectives

Benefits

• Health insurance
• Free access to Headspace for you and your loved ones
• Global Employee Assistance Program
• Meditation and Breastfeeding rooms at the office
• Booking Cares - 2 days per year to volunteer and learn
• Life insurance
• Disability insurance
• Pension plan
• Annual paid time off
• Parental leave - 22 weeks
• Grandparent leave - 10 days
• Care leave - 10 days
• Bereavement leave - up to 4 weeks
• Anniversary leave
• Working from Home Furniture and Ergonomic Support
• Working from Abroad - up to 20 days per year
• Discounts & Wallet credits to spend on our products
• Upgrade to Booking.com Genius Level 3
• Friends & Family Booking.com discount vouchers
• Free access to online learning platforms
• Development and mentorship programs to support career growth
• Access to trainings and workshops
• Team development opportunities
• Local discount programs
• Game rooms in offices
• On-site meals, coffee and snacks including vegan options

• Bachelor’s degree (or equivalent) in Finance, or other Business-oriented field recommended
• Lean Six Sigma certification (or similar)
• 5-8 year experience in specialist area
• (Recommended) Master’s degree (or equivalent) in Finance, or other Business-oriented field recommended
• Demonstrated experience designing processes in SAP. Knowledge of SAP FICA a plus
• Proven experience in eCommerce, process management or large multi year programs
• Advanced Knowledge of payment processes, the payment landscape and Service providers, including accounting treatment of them
• Advanced Understanding of cross-system financial data flows
• Mapping process flows and identify improvement opportunities in Payments area
• Ownership and drive of continuous process improvements with focus on automation and scale
• Ability to make independent decisions and set priorities
• Organizational change management skills
• Excellent teamwork skills
• Proficient in both spoken and written English
• Strong Networking and ability to influence others