Regulatory and Customer Care Manager

6 months ago

Vancouver, Canada Flair Airlines Ltd. Full time

**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 cross-functional 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 executive-level 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.
- 2-3 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 cross-functional teams and external partners.
- **
Competencies**:
Flair team members exhibit common competencies which contribute to individual, team and company success. 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. Additionally, we offer a comprehensive benefits package, **effective on your first day of employment**, which includes:

- Competitive compensation package including medical and dental benefits, both short and long-term 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.

We look forward to the possibility of welcoming you on board

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