Customer Experience Regulatory Compliance Team Manager

Purpose of the role

To ensure regulatory compliance and maintain strong relationships with authorities by overseeing official claim handling, reporting, and legal defence strategies across jurisdictions. The role also drives operational excellence through process optimization, automation initiatives, and cross-functional collaboration to enhance departmental performance and customer satisfaction.

Responsibilities

• Maintain an excellent relationship with Authorities assisting 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 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; 
• Manage 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; 
• Compose 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

• 4-6+ years working experience with at least 3+ 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 (both written and spoken)

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.