Regulatory and Customer Care Manager - Vancouver, Canada - Flair Airlines Ltd.
Description
Are you ready to take your career to new heights?
Job Title:
Regulatory and Customer Care Manager
Department:
Commercial
Location:
This role can be based in Vancouver, BC(YVR) Edmonton, AB(YEG) or Calgary, AB (YYC)
Work Arrangement:
This role is based from one of our Corporate Office's with frequent work-from-home flexibility
Position Overview:
The Regulatory and Customer Care Manager will be responsible for ensuring that our customer care teams are well-equipped to handle complex customer inquiries such as compensation claims appeals, accessibility inquiries, and support our executive escalations desk on inquiries that require executive-level attention and will be accountable for the following duties:
- Develop and implement customer care policies, procedures, and training programs to ensure compliance with regulatory requirements, including those outlined by the CTA and DOT.
- Monitor changes in regulatory requirements and update internal processes and procedures accordingly to ensure ongoing compliance.
- Collaborate with crossfunctional teams, including Legal, Operations, Marketing, etc., to interpret and implement regulatory requirements within the customer care function.
- Provide guidance and support to customer care teams on regulatory compliance issues, ensuring consistent adherence to regulatory standards.
- Manage escalated customer issues and complaints that require executivelevel attention, ensuring timely resolution and high customer satisfaction.
- Conduct regular audits and assessments of customer care operations to identify areas for improvement and ensure compliance with regulatory requirements.
- Develop and maintain relationships with regulatory agencies and industry associations to stay informed about regulatory developments and best practices.
- Analyze customer feedback and data to identify trends, opportunities, and areas for improvement in customer care operations.
- Prepare reports and presentations on regulatory compliance and customer care performance for senior management review.
- Stay updated on industry trends, best practices, and emerging technologies in customer service and regulatory compliance to drive continuous improvement initiatives.
Qualifications & Requirements:
- **Education**:
- Bachelor's degree in Business Administration, Computer Science, or a related field
- **Experience**:
- Strong background in call center operations, leading teams in an agile environment, change management, project management methodologies, etc.
- Familiarity with call center solutions such as Zendesk, Salesforce, AWS Connect, Qualtrics or the like.
- Experience working with Business Process Outsourcing (BPO) providers is a plus.
- 23 years of experience in regulatory and compliance in aviation an asset
- **Skills and Abilities**:
- Strong analytical skills and the ability to interpret data to drive decision
- making.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with crossfunctional teams and external partners.
This includes:
- the ability to lead as a Flair teammate by being collaborative and modelling our values.
- the ability to maintain diverse relationships with peers and other stakeholders.
- the ability to deliver results with impact and striving to always improve.
-
Requirements:
- Clear criminal record check and satisfactory references
- Must be legally eligible to work in Canada without restriction
Why Join Flair Airlines:
At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement.
effective on your first day of employment, which includes:
- Competitive compensation package including medical and dental benefits, both short and longterm disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
- Pension plan with matched contributions.
- Individualized performance bonuses based on achievements.
- Attractive referral incentive program.
- Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network.
How to Apply:
If you're ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.
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