At a Glance
- Tasks: Lead compliance audits and ensure customer service excellence in travel experiences.
- Company: Join Tripadvisor Group, a leader in connecting people to unforgettable travel experiences.
- Benefits: Enjoy flexible work options, competitive pay, travel perks, and tuition assistance.
- Other info: Collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in the travel industry while advocating for customers.
- Qualifications: 3+ years in customer operations and internal auditing experience required.
The predicted salary is between 56059 - 68517 £ per year.
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories.
The Compliance Lead ensures that Service Operations delivered to our customers by our service associates adheres to our operating processes and procedures, in relation to refunds, promotion/coupons and gestures of goodwill. They are responsible for the overall spend ensuring we are always customer first in our approach, aligned with regional customer regulations.
Regular audit of our statement of work to ensure vendors deliver under our contractual obligations across our marketplace operations, for traveler, operator and partners. Identify opportunities to leverage AI technology and automate processes used within Contact Centers to adhere to operational and financial processes. Mitigate risk by conducting audits, mitigation planning, internal/external employee knowledge assessment, training and implementing security procedures.
Operating in our fast-moving, and highly competitive environment, we advocate for our customers in our behaviour and decision making. At Tripadvisor we are Traveler first in all our decision making.
This role is a hybrid position that requires 3 days per week in our London Office.
Key Responsibilities:
- Audit and Monitoring
- Performing regular audits of external BPO and internal Resolution/Experience Recovery (EcR) processes.
- Monitoring of AI and Human compliance in handling of refunds, promotions and Gesture of GoodWill processes.
- Investigate potential compliance breaches or complaints, report findings to CS Management.
- Identify BPO process gaps, assess risks, and implement corrective actions to ensure compliance.
- Identify Refund or Gesture of Goodwill process/policy adherence, to identify if Supplier or Vendor error.
- Collaborate with AI Service Lead to ensure AI tools adhere to refund/compensation service processes.
- Policy Knowledge
- Maintain working knowledge of tours & activities industry specific regulations, including consumer refund and compensation regulations.
- Drafting, updating, and enforcing internal refund/compensation processes to comply Regional regulations.
- Stakeholder Management
- Take the lead on collaborating with business partners.
- Build trusted relationships with internal business units and external vendors.
- Reporting
- Maintain audit documentation on processes and prepare compliance reports for CS Management.
- Maintain weekly Gesture of Goodwill spend reporting.
- Maintain weekly Supplier & Vendor Clawback for process/policy breach.
- Responsible for auditing Gesture of GoodWill spending.
- Responsible for ensuring clawback from Supplier or external vendor is accurately credited to CS-OPS P&L.
- AI Automation
- Build investment strategy to enable AI automated tooling to elevate ability audit and monitor operations.
- Working with CS AI Lead ensure future voice/non-voice AI-Assist remains compliant to regional regulations.
Minimum Qualifications & Experience:
- Internal Auditor Certification/Certified Compliance Analyst.
- 3+ years experience in Customer Operations, Service Excellence or CX Transformation.
- Experience working with Global Vendor BPO Operations in an audit or risk analyst role.
- Gen AI Governance experience.
- Close-Loop resolution for process mitigation.
- Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer.
Skills you should bring to the role:
- Traveler first: drive exceptional value and effortless resolution service-support (essential).
- Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential).
- Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required).
- Data Driven: Strong ability to analyze data, identify trends, and resolve complex issues.
- Industry: Experience in a similar role within the Travel Industry (Preferred).
What We Offer:
- Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge. We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together. The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
Compliance Lead (Viator) employer: TripAdvisor LLC
At Tripadvisor Group, we pride ourselves on being an exceptional employer, particularly for the role of Product Data Scientist in London. Our vibrant work culture fosters collaboration and innovation, empowering employees to grow their skills in a data-driven environment while contributing to meaningful travel experiences. With a commitment to professional development and a supportive atmosphere, we offer unique opportunities to engage with cutting-edge analytics methods and make impactful decisions that shape the future of travel.
StudySmarter Expert Advice🤫
We think this is how you could land Compliance Lead (Viator)
✨Join Compliance Communities
Get involved in compliance and risk communities — both online and offline. Look for forums, LinkedIn groups, or even local meetups where compliance pros hang out. You never know who might drop a job opportunity your way!
✨Attend Industry Conferences
Keep an eye out for compliance and risk management conferences and workshops in your area. These events are a goldmine for networking, and they often have job boards or recruiters on-site looking for new talent. Plus, it’s a chance to learn what's trending in the field.
✨Leverage Your University Career Services
If you’ve recently graduated or are still studying, head over to your university's career services. Many companies, including those in compliance, actively recruit fresh talent through these services, so make sure you tap into that resource.
✨Showcase Your Knowledge Online
Start writing articles or blog posts about compliance topics that interest you. Share them on platforms like LinkedIn to demonstrate your knowledge and passion. This not only builds your presence in the field but can also catch the attention of companies like TripAdvisor LLC looking for candidates who are engaged and informed.
We think you need these skills to ace Compliance Lead (Viator)
Some tips for your application 🫡
Show Your Understanding of Compliance:In the compliance-risk field, it's super important to showcase your understanding of regulations and risk management frameworks. Highlight any relevant coursework, certifications (like ICA or AML), or even projects that demonstrate your knowledge and commitment to this area. We want to see how you can navigate this complex landscape!
Quantify Your Achievements:When detailing your experience, try to quantify your achievements. For example, if you've previously worked on a project that improved compliance metrics or reduced risk exposure, give us the numbers! This data-driven approach really stands out to hiring managers in compliance-risk roles.
Tailor Your CV to Reflect Relevant Skills:Make sure your CV highlights skills that are particularly relevant to compliance, like attention to detail, analytical thinking, and report writing. Ensure these are easy to spot – consider using bullet points to break down your responsibilities and achievements for maximum impact!
Craft a Motivating Cover Letter:In your cover letter, let us know why you’re excited about the compliance-risk role at TripAdvisor LLC. Share what motivates you about compliance, and how you believe you can contribute to our mission. This is your chance to showcase not only your skills but also your passion for this important field!
How to prepare for a job interview at TripAdvisor LLC
✨Master the Regulations
Brush up on key compliance regulations relevant to the industry you're applying to. Familiarising yourself with specific laws and frameworks used in your field will give you an edge during technical questions. Show that you’re not just aware of them but can also apply them—think real-life scenarios!
✨Show Your Analytical Skills
Compliance roles really focus on analytical skills, so be prepared for case studies or situational questions during the interview. We've got to demonstrate how we approach risk assessments or compliance audits, possibly drawing on examples from past experiences or university projects. Bring some thoughtful case scenarios to discuss!
✨Know Your Tools
Get comfortable with commonly used compliance software and tools. Familiarity with platforms like RSA or MetricStream can really impress during your interview, as it shows you're ready to hit the ground running. If you’ve had any experience with them, make sure to highlight that!
✨Align with Company Culture
Since it's a full-time position, show your long-term commitment and interest in the company’s mission and values. Dive into how your ethics and professional philosophy align with TripAdvisor LLC’s stance on compliance. A shared vision can really resonate with interviewers looking for fit as much as skill!
