Team Lead- Trust & Safety

About the role

The Trust & Safety Team is part of Security, a dynamic, lean team requiring hands-on support in day-to-day Safety and Security - aspiring 24/7 - Operations. We deal with issues such as physical and sexual violence, safety hazards and hidden cameras. It is our duty to keep our customers safe and to foster trust in our product and services. We'd like to stimulate positive behavior of our partners and guests, and work together with them to create a great guest and partner experience.

We are looking for a Trust & Safety Team Lead to join our Center of Excellence (CoE) in Bangalore, India. This role will play a key role in establishing the Tier 3 Trust & Safety Team in the CoE. It will require working closely with the Trust & Safety Operations Manager and teams based in HQ to ensure that the operations run smoothly. The focus will be on servicing Booking.com, with the ambition to serve other brands and functions across the Booking Holdings enterprise in the future.

We are searching for a Team Lead who has a passion for Trust & Safety, is highly motivated to manage a team and can challenge the team in their day-to-day work as well as inspire, stimulate and develop each individual.

As a Trust & Safety Team Lead, you are responsible for leading a team of Trust & Safety Response Executives who perform a crucial role in the front-line defense of Booking.com in protection of their customers and partners. The team investigates a broad range of trust, health and safety issues, such as sexual or physical violence, safety hazards, discrimination and hidden cameras.

Your role is to support your team members and help them to grow towards their individual and company goals. You get things done by influencing, not through authority. You unlock the creativity of your team and inspire them to get the best for our customers and partners. You are a voice for continuous improvement providing feedback to central teams on opportunities and proactively sharing best practices.

B.responsible

• Drive direct reports to achieve set targets and business goals
• Manage team members on their performance and write and deliver performance appraisals
• Effectively use business tools to monitor team performance, quality and adherence
• Day-to-day management of duties such as scheduling, team and one-on-one meetings
• Understand development needs and provide actionable developmental, 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
• Be a voice for continuous improvement providing feedback to central teams on opportunities and proactively share best practices
• 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
• Collaborate closely with central teams in order to achieve business goals

B.skilled

• Bachelor's Degree / specialized diploma in relevant field (e.g. Trust & Safety, Health & Safety, Criminology, Human Rights, International Relations, Homeland Security, Politics, Physical Security, Crisis Management, Business Resilience)
• Strong understanding and domain knowledge of trust & safety
• At least 3 to 5 years of experience as a people manager or team leader in a trust & safety environment
• Strong decision-making ability and self-disciplined
• Good written and verbal communication skills and ability to effectively advise at all levels of the organization
• High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure
• Self-starter, hands-on and able to work independently
• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism
• High level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence
• Strong commercial attitude/business-driven and interest
• Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs
• Open to input and feedback from management, stakeholders and team members, and seeks to continuously learn and grow
• Knowledge of the travel industry is a plus