Role Description:
About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.
Role Description:
The Tier 1 Specialist People Operations serves as the frontline champion for core employee lifecycle activities, delivering high quality, customer centric support for employee queries and transactional administration from hire to retire. In this role, the Specialist focuses on execution accuracy and volume management, ensuring daily operations consistently meet core operational KPIs and service level agreements.
By keeping the employee experience at the center of all interactions, they ensure a seamless, supportive journey for our Booking colleagues. Additionally, they serve as the vital entry point to the broader People operational ecosystem; they efficiently resolve first line requests, partner closely with Tier 2, Tier 3, and People COEs to navigate complex escalations, and capture the frontline insights necessary to fuel continuous improvement initiatives and streamline the global way of working.
Key Job Responsibilities and Duties:
Tier 1 Case Management: Serve as the primary, front-line point of contact for all employee inquiries. Manage, triage, and resolve incoming tickets within ServiceNow, ensuring strict adherence to agreed-upon SLAs, KPIs, and service standards.
Smart Escalation: Take ownership of standard requests and recognize when to effectively route or escalate complex, highly sensitive, or out-of-scope cases to the Senior People Operations Specialist, Regional Manager or Tier 2, 3 or COE partners.
Lifecycle Administration: Accurately execute and administer all employee data changes across the end to end employee life cycle within Workday and other internal People systems.
Account Ownership: Maintain primary responsibility for the day-to-day operations and health of assigned business accounts or regions.
Data Integrity & Privacy: Handle sensitive employee data with strict adherence to Risk & Control principles, GDPR, and local privacy regulations.
Document Management: Generate, distribute, and securely store employee lifecycle documentation (e.g., contracts, addendums) in compliance with local labor laws and established SOPs.
Payroll & Vendor Collaboration: Conduct meticulous monthly payroll report validations to safeguard accurate payouts. Partner with external payroll providers (where active) to ensure correct employee registrations with local authorities.
Immigration Administrative Support: Assist with baseline administrative tasks related to the visa and immigration process, cooperating with Global Mobility and external vendors (e.g., Fragomen) as directed.
SOP Execution: Execute daily tasks in strict alignment with established Standard Operating Procedures (SOPs) and global/local employment legislation.
Feedback Loop: Actively identify operational bottlenecks, system bugs, or process gaps in daily workflows and surface them to the Senior Specialist and Regional Manager to support continuous improvement initiatives.
Content Maintenance: Partner with relevant stakeholders and Tier 2 teams to ensure internal HR knowledge base content and SOP country guides remain accurate and up to date.
Onboarding & Training: Deliver training and guidance to team new hires, and stakeholders on how to navigate People Ops processes and systems.
Project Contribution: Act as an active project team member in departmental initiatives, contributing Tier 1 insights to help shape broader People goals.
Cross-Functional Teamwork: Partner collaboratively with Tier 2, Tier 3, and Centers of Excellence (COEs) to resolve employee queries seamlessly.
Qualifications & Skills:
A Bachelor degree or equivalent job experience;
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Strong grasp of French statutory regulations governing People Operations and lifecycle administration;
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Fluent in English and French;
2-3 years of relevant experience in People Operations;
Experience partnering with internal and external stakeholders across the HR functions;
Strong understanding of HRIS systems, Workday experience preferred;
Excellent communication skills in English;
Ability to work effectively as an individual and as a team member;
Demonstrated strong analytical skills, attention to detail and accuracy;
Passion for continuous improvement of our service to employees as well as of our core processes;
Ability to manage work in a fast-paced, dynamic environment;
A flexible, positive and problem-solving mindset; versatility to adapt to changes.
Benefits & Perks - Global Impact, Personal Relevance:
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:
Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Inclusion at Booking.com:
Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.
Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”
We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.
Application Process:
Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.
