Customer Experience Regulatory Compliance Manager

Purpose of the role

The Customer Experience Regulatory Compliance Manager supports the development and integration of departmental processes and policies to ensure regulatory compliance. Working closely with the CX Regulatory Compliance Team Manager, the role helps ensure Wizz Air adheres to external legal requirements and internal policies. It also plays a key part in managing relationships with legal bodies such as Civil Aviation Authorities, Customer Protection Authorities, and arbitration boards regarding customer claims. 

Responsibilities

• Maintain an excellent relationship with Authorities assisting the Customer Experience Regulatory Compliance Team Manager and Head of Customer; 
• Ensuring legal compliance with authority standards for official claim handling;  
• Working closely with Disruption Control Center and Evidence Collection team, supervising daily reporting of disrupted flights; 
• Monitor defence strategies and tendencies in different jurisdictions and shape defence strategies optimizing cost-benefit ratio; 
• Contribute to identify new functional opportunities to reduce human interactions in favour of self-service and automation; 
• Provide data and assist Regulatory Compliance Team Manager to draft responses to RFIs (Requests for Information) received from Authorities; 
• Monitor and integrate internal and regulatory requirement to departmental processes; 
• Maintain, standardize, and update departmental process flows and procedures;  
• Create and update departmental manuals for relevant area of responsibility; 
• Organize and lead trainings about compliance and the regulatory background of each jurisdiction; 
• Compliance reviews in collaboration with LEGAL department; 
• Assist Customer Experience Regulatory Compliance Team Manager in tasks related to budget-reporting; 
• Build and maintain 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; 
• 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; 
• Participating in strategic projects to improve departmental performance and customer satisfaction metrics;  
• Identify new functional opportunities that will strengthen customer engagement; 
• Participate in cross-functional projects; 
• Responding to ad hoc requests for management information; 
• Liaising with other departments within the organization; 
• Deputize peer functions within department when required; 
• Being up-to-date in relevant WIZZ policies and procedures as well as on-going campaigns. 

Experience

• 3-5+ years working experience with at least 2 years of relevant experience 
• Experience in aviation, operations in aviation, compliance, communications is preferred 

Hard skills

• Above average written and verbal communication skills. 
• Strong analytical skills. 
• Advanced computer literacy. 

Education

Bachelor’s or Master’s degree or equivalent 

Language

• Fluent in English  
• Arabic is a plus 

Skills and competencies

• Strong organizational skills. 
• Ability to work independently or as part of a team. 
• Ability to work under time pressure. 
• Willingness to travel occasionally. 
• Cultural awareness regarding MENA region is a plus.