Trust Safety Team Lead

About The Role

The Trust & Safety Team Lead is responsible for leading a team of Response Executives who perform a crucial role in the front line defense of Booking.com in protection of their customers and partners. This role will report to the Operations Manager and will drive the team to achieve set targets and business goals. They are a subject matter expert, and are able to support the team operationally. Their role is to support the team members and help them to grow towards their individual and company goals. They get things done by influencing, not through authority. They unlock the creativity of their team and inspire them to get the best for our customers and partners.

B.responsible

• Performance management
  • Drives direct reports to achieve set targets and business goals;
  • Monitors and improves operational efficiency and excellence of the team
  • Leads Tier 1 & 2 incident response according to established guidelines
  • Manage team members on their performance and write and deliver performance appraisals;
  • Effectively use business tools to monitor team performance, quality and adherence.
• People management
  • Day-to-day management of duties such as scheduling, team and one-on-one meetings;
  • Understand development needs and provide actionable developmental and 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.

Process improvement and innovation

• Be a voice for continuous improvement providing feedback to central teams on opportunities and proactively share best practices.
  
  

Communication & Collaboration

• Ask questions until matters are clear enough to make decisions;
• 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;
• Communicate effectively with management.
• Collaborate closely with central teams in order to achieve business goals.
  
  

Self-development

• Actively seeks feedback and shows the ability to reflect on own behavior and performance.
  
  

B.skilled

• Level of Education
  
  

Bachelor’s Degree

Years of relevant Job Knowledge

3 - 5 years

Requirements Of Special Knowledge/skills

• Experience as a people manager or team leader in a trust & safety environment (L3);
• Decision making ability (L3);
• Strong written and verbal communication skills and ability to effectively advise (L3);
• Good written and verbal communication skills and ability to effectively advise at all levels of the organization (L3);
• High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure (L3);
• Self-starter, hands-on and able to work independently (L3);
• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism (L3);
• High level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence (L3);
• Strong commercial attitude/business-driven and interest (L3);
• Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs (L3).
  
  

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