Role Description:
The role will act as a Control Function by adjudicating on complaints as and when the team requires in order to maintain complaint handling standards.
Key Job Responsibilities and Duties:
- Ensure alignment of processes with the broader strategic goals of Booking.com and act as a Control Function by adjudicating on complaints as and when the team requires in order to maintain complaint handling standards
- Supporting the Team by managing regulated complaints as and when the team requires in order to maintain key regulatory SLAs
- Design efficient end-to-end processes and operating procedures for the Regulatory Complaint Management Team and ensure processes comply with relevant regulations.
- Implement processes/procedures to enhance the performance of the Regulatory Complaint Management and to improve customer experience while continuously monitoring process performance and proactively identifying areas for improvement.
- Lead initiatives to enhance process efficiency and effectiveness & stay updated with regulatory requirements applicable to both complaint handling and payment legislations and EU digital regulations, to ensure continued compliance of all complaint management processes.
- Perform regular root cause analysis (RCA) on regulated complaints, and report findings to both internal and external stakeholders.
- Suggest creative and innovative solutions to enhance the customer journey and improve complaint handling and support BHFS and the Reporting Team to ensure it meets its regulatory reporting obligations on a monthly, quarterly and annual basis.
Qualifications & Skills:
- Payment service processes and regulated complaint management experience / knowledge in a Major Financial institution is essential
- Process mapping and design experience is highly preferred
- Excellent communication and stakeholder management skills
- Fitness & Probity requirements defined by the Central Bank Reform Act 2010 Regulations 2011
- Fitness & Probity: CF-8
This role is a controlled function as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the Company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards issued by the Central Bank of Ireland. This requires the Company to complete prescribed due diligence to assess the appointee’s fitness and probity. - Individual Accountability Framework
As this role carries a CF designation, the role holder will also be subject to the Common Conduct Standards under the Central Bank of Ireland’s Individual Accountability Framework and will be required to take reasonable steps to ensure the Conduct Standards are met. The role holder will be required to possess and maintain the appropriate technical knowledge required to perform the role and to understand the regulatory obligations to which they are subject as a CF. These include, but are not limited to, the Common Conduct Standards and the Fitness and Probity Standards.
Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive, as well unique-to-Booking.com benefits which include:
- Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
- Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
- Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit
Application Process:
- Let’s go places together:
- This role does not come with relocation assistance.
Pre-Employment Screening
If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.
