Manager, Regulatory and Customer Compliance

at  Vacances Air Canada Air Canada Vacations

TITLE: MANAGER, REGULATORY AND CUSTOMER COMPLIANCE

DEPARTMENT: Operations
The Manager Regulatory and Customer Compliance, reporting to the Vice President Operations, is responsible for compliance with all applicable regulatory standards, laws and regulations relating to customer compensation/communication, in accordance with the established guidelines and procedures.

KNOWLEDGE AND SKILLS REQUIRED:

• University or related degree in General business management
• 5 or more years of experience in travel Industry and/or compliancy positions
• Excellent communication skills, both written and verbal in French and English
• Strong attention to detail and accuracy in understanding laws and travel regulations
• Strong Travel industry knowledge
• Demonstrates proactive initiative, strong analytical judgement and proficient problem-solving abilities.
• Organized, efficient, rigorous, and autonomous.
• Strong technical skills using Microsoft Office suites (Word, Excel, Powerpoint)

• Ensure compliance with and adherence to our Obligation of Result and ensuring it is at the forefront of all actions and decisions.
• Work in collaboration and assist Directors, Managers, Supervisors for legal advice and compensation proposal while applying the Customer Service Excellency
• Responsible for the evaluation and review of all business units as relates to mandatory customer compensation.
• Document and sustain all APPR requirements and regulations.
• Validate and approve all terms and conditions as relates to suppliers.
• Review and validate all terms and conditions on all ACV platforms/documents.
• Develop, approve, and endorse Contingency plan for force Majeure Situations.
• Valiate and approve all ACV travel protection policies.
• Responsible for developing and endorsing all customer compensation as relates to Irregular Operations
• Must be familiar with TICO and OPC laws.
• Must be familiar with Competition and Privacy laws.
• Accessibility requirements
• Proactively mitigate customer disruption and or complaints.
• Measure all improvements.
• Available during crisis situations (hurricanes, travel advisories, etc.) to ensure continued operational activities with complete oversight of the Duty Officers qualified to act in crisis situations.
• Ability to perceive the compliance risks and regulation measures within the business.