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Customer Experience Regulatory Compliance Manager

Customer Experience Regulatory Compliance Manager

companyWizz Air
locationBudapest, Hungary
PublishedPublished: Published 1 month ago
ExpiresExpires: Expiring in less than 4 weeks
Office, Operations
Permanent

What we offer:

  • Base salary and employee bonus scheme  
  • Unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations 
  • Relocation package (if applicable) – expense budget, Temporary accommodation, Administration support  
  • Life insurance 
  • AYCM sport pass contracting possibility 
  • Instant impact, from any level of the organization, exposure to C-suite management 
  • Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke trainings) 
  • True international and multi-cultural work environment, passionate, driven and diverse teams 

SUMMARY:

The Regulatory Compliance Manager is responsible for departmental process, policy definition, and integration of company procedures in compliance area. The role ensures that Wizz Air complies and operates in conformity with the outside regulatory and legal requirements, as well as internal policies and bylaws.

The role oversights the relations with third party legal bodies especially CAA (Civil Aviation Authorities), CPA’s (Customer Protection Authorities), and Conciliatory Bodies/Arbitration Boards in relation to customer claims as first contact in liaison with Legal Department.

 RESPONSIBILITIES:

  • Building and maintaining a productive relationship with Authorities
  • Ensuring accurate and timely processing official claims of third parties (Courts and Authorities)
  • Supervising the daily operation and performance of the Official Claims dedicated Team 
  • Supervising the daily operation and performance of the Evidence Collection Team
  • Oversight of dedicated agent's workload and capacity, allocate work assignments and track work progress in cooperation with Contact Centre Manager and Training and Quality Supervisor
  • Ensure legal compliance to authority standards of official claim handling
  • Identify new functional opportunities to reduce human interactions in favour of self-service and automation
  • Drive change heading towards decreasing the number of human FTE’s in favour of automation
  • Provide oversight and manage contracted supplier KPI (Key Performance Indicators) and SLA (Service Level Agreement) performance in relation to official cases handling operations
  • Participate in Hungarian Conciliatory Body and Arbitration Board hearings based on demand
  • Coordinating consolidation of data needed to secure responses to RFI (Requests for Information) received from Authorities
  • Monitor and integrate internal and regulatory requirement to departmental processes
  • Maintain and update departmental manuals for relevant area of responsibility
  • Building and maintaining good work relationship with dedicated agents of contracted providers 
  • Provide information and regularly distribute processes, policies, manuals to peer functions and external partners as applicable
  • Liaise with Contact Centre Manager to ensure the highest level of integrity towards the customer according to company standards
  • Provide input for reports and regularly report on area of responsibility
  • Prepare weekly, monthly, quarterly revision of actions for area of responsibility and present on company level
  • Identify new functional opportunities that will strengthen customer engagement
  • Participate in strategic projects to improve departmental performance and customer satisfaction metrics
  • Participate in cross-functional projects
  • Deputize peer functions within department when required
  • Oversight of invoicing and traffic forecasting (capacity planning for external vendors) procedures in cooperation with Manager Systems & Development and reporting
  • Being up-to-date in relevant WIZZ policies and procedures as well as on-going campaigns

REQUIREMENTS:

  • University or college degree
  • Experience in legal or public affairs field
  • Above average written and verbal communication skills
  • Fluent English and Hungarian knowledge
  • Strong analytical skills
  • Strong organizational skills
  • Ability to work independently or as a part of a team
  • Ability to work under time pressure
  • Advanced computer literacy
  • Willingness to travel occasionally

When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process.

We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities. 

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