At a Glance
- Tasks: Ensure compliance in service operations and manage customer refund processes.
- Company: Join a leading travel company focused on customer satisfaction and innovation.
- Benefits: Competitive pay, flexible work options, travel perks, and tuition assistance.
- Other info: Dynamic hybrid work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in the travel industry while advocating for customer needs.
- Qualifications: Experience in customer operations and compliance, with strong analytical skills.
The predicted salary is between 50000 - 65000 £ per year.
This role ensures that Service Operations delivered by our service associates adhere to operating processes and procedures related to refunds, promotions, coupons, and gestures of goodwill. The lead is responsible for managing overall spend to keep customer interest at the forefront and aligning with regional customer regulations.
Location: Hybrid – requires presence in our London office three days per week.
Key Responsibilities- Perform regular audits of external BPO and internal Resolution/Experience Recovery (EcR) processes.
- Monitor AI and human compliance in handling refunds, promotions, and gestures of goodwill.
- Investigate potential compliance breaches or complaints and report findings to CS Management.
- Identify BPO process gaps, assess risks, and implement corrective actions to ensure compliance.
- Assess refund or gesture of goodwill process/policy adherence to determine supplier or vendor errors.
- Collaborate with the AI Service Lead to ensure AI tools adhere to refund/compensation service processes.
- Maintain working knowledge of tours & activities industry regulations, including consumer refund and compensation regulations.
- Draft, update, and enforce internal refund/compensation processes to comply with regional regulations.
- Lead collaboration with business partners and build trusted relationships with internal units and external vendors.
- Maintain audit documentation, prepare compliance reports for CS Management, and manage weekly gesture of goodwill spend reporting.
- Oversee weekly supplier and vendor clawback reporting for process/policy breaches, and ensure accurate crediting to CS‑OPS P&L.
- Build an investment strategy to enable AI automated tooling to enhance audit and monitoring operations.
- Work with the CS AI Lead to ensure future voice/non‑voice AI‑assist remains compliant with regional regulations.
- Internal Auditor Certification / Certified Compliance Analyst.
- 3+ years of 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.
- Traveler first: drive exceptional value and effortless resolution service‑support (essential).
- Execution at speed: challenge legacy processes, experiment, and continuously 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).
- Competitive compensation packages (benchmarking against industry data), including base salary and annual bonuses.
- Flexible work arrangement, including remote‑friendly collaboration with the option to join on‑site as needed.
- Flexible schedule supporting work‑life balance.
- Donation matching for qualifying charitable donations.
- Tuition assistance for qualified educational programs.
- Annual lifestyle benefit to spend on travel, wellness, or other personal interests.
- Travel perks, including discounts and additional benefits.
- Employee assistance program with resources and support for life challenges.
- Health benefits with competitive coverage and premiums.
- Generous referral scheme offering rewards for successful candidate referrals.
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation during the application or recruiting process, please let your recruiter know or contact our Accessible Recruiting team.
Service Operations Compliance Lead (Viator) New London, UK employer: TripAdvisor LLC
As a Service Operations Compliance Lead at Viator in London, you will join a dynamic and inclusive work culture that prioritises employee well-being and professional growth. With competitive compensation packages, flexible work arrangements, and a strong focus on work-life balance, Viator is committed to fostering an environment where your contributions are valued and rewarded. The company also offers unique benefits such as travel perks, tuition assistance, and a generous referral scheme, making it an excellent employer for those seeking meaningful and rewarding employment in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Service Operations Compliance Lead (Viator) New London, UK
✨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 Service Operations Compliance Lead (Viator) New London, UK
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!
