Regulatory Complaint Management Process Owner

Regulatory Complaint Management Process Owner About Us: At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world. Role Description: With the ongoing scale-up of payment service offering, a Process Owner for Regulatory Complaint Management is needed to ensure full regulatory compliance for the whole customer journey lifecycle related complaints and daily Regulatory Complaint Quality Assurance. 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. Benefits & Perks - Global Impact, Personal Relevance: Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, 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 Diversity, Equity and Inclusion (DEI) at Booking.com: Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Application Process: Let’s go places together: How we Hire This role does not come with relocation assistance. Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive. 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.