Customer Experience Regulatory Compliance Manager
Wizz Air
- Budapest
- Állandó
- Teljes munkaidő
- 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
- 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
- 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