Qatar Airways · 1 day ago
Senior Compliance and Legal Officer
United States
Full-time
Remote
Mid, Senior Level
4+ years expQatar Airways is seeking a Senior Compliance and Legal Officer to join their Customer Care team. The role focuses on managing customer care feedback and complaints while ensuring compliance with regulatory directives from various transportation agencies.
AerospaceAir TransportationTransportation
No H1B
Responsibilities
Act as a point of escalation for the team on all customer care-related matters
Liaise with responsible departments at head office and outstations to gather information and carry out background investigations with regards to customer feedback and complaints
Evaluate reports generated from owning departments to contribute to root cause analysis and to assist in formulating permanent resolutions to those service shortfalls
Required to work to an SLA with qualitative and quantitative KPI’s for customer feedback case management. Ensure progress action as appropriate to meet SLA’s
Ensure regular reporting requirements and escalation processes as part of the customer care team
Be a final approver for case resolutions, including compensations, and sign off case investigations for GCEO/CCO cases
Manage inputs to the customer feedback database and to the monthly Customer Care Report
Responsible for the customer satisfaction rating of own and directly manage the team's case handling. Proactively identify management trends of customer complaints and root causes
Shared responsibility to ensure overall customer satisfaction ratings with Qatar Airways’ Customer Care are being met. Negotiate case resolutions with customers and mediate where appropriate. Continuously update self and team with the latest regulations with regards to airline/industry claims and compensations. Apply and interpret company policies
Ensure all responses and resolutions are based on fact, well-reasoned, and would hold 'up in court' as factual evidence
Manage compensations (monetary, vouchers, miles) according to QR policy and within guidelines of decision-making. Shared accountability to achieve overall compensation budget KPI's. Continuously seek ways to optimize compensation and cost resolutions
Receive and acknowledge claims related to our court cases, lawyer claims, subpoenas, and insurance-related claims. Investigate and refer legal, insurance, and court cases as well as case subpoenas to Group Legal and/or Corporate Insurance to the team for their handling in court, performing of court proceedings, and responding to legal requests/subpoenas or lawyers
Provide assistance to the Group Legal/Corporate Insurance team in understanding and clarifying the case investigation findings
Communicate with the passengers where required in order to execute legal or court orders, especially in settlement of compensation
Liaise with US DOT, TA, and ENAC (Brazil) to understand their regulations or any updates/changes and ensure Customer Care department’s compliance. Oversee and analyze US DOT/CTA claims received
Facilitate and file monthly reports for the US/Canada Department of Transportation
Perform other department duties to their position as directed by the Head of Department
Qualification
Required
Bachelors or equivalent with a minimum of 4 years of job-related experience
Strong organization and prioritization competencies to manage workload against case priorities
Highly proactive, timely approach to problem resolution, including progress action with internal departments
Willingness to experiment
Ability to deal with uncertainty
Problem-solving skills
Ability to analyze complex cases as presented by a customer and determine actual customer requests and intent
Ability to apply company policy as well as own judgment for case resolutions
Comfortable in working with large case volumes and to manage their own and the team's expectations with regard to workload and overtime requirements
Managerial skills: ability to delegate work, set clear direction, and manage workflow
Strong mentoring and coaching skills. Ability to train and develop subordinates' skills and foster teamwork among team members
The applicant must be legally authorized to work in the United States. Verification of employment will be required at the time of hire. The company will not sponsor applicants for work visas
Preferred
Conversant in airline policies and procedures
Company
Qatar Airways
Qatar Airways is the national airline of the State of Qatar.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
C.C. Grant
Regional HR Business Partner - The Americas
Francisco Gil-Cupello
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Recent News
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