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Customer Compensation Analyst - Airlines

Aviation Indeed™️ • Full-time • Gurugram, IN • 6d ago

Job Position: Customer Compensation Analyst - Airlines

Job Location: Gurugram, Haryana

Job Type: Full Time

Job Purpose
Develop and implement a mechanism for collating customer compensation processed through varied channels across the organization.
Track compensation trends daily, monthly, and yearly to detect emerging patterns and anomalies, enabling proactive decision-making and requisite course corrections.
Lead the systematic review of outlier compensation cases, evaluating each instance to ascertain the necessity for policy adjustments, thereby maintaining consistency, fairness, and alignment with organizational objectives.
Benchmark Aviation Indeed's compensation policies against other service providers in scenarios where there are large number of cases which are outliers as per our compensation policy. Evaluate revision of policy based on industry standards to ensure sustained relevance and competitiveness with the market.
Key Accountabilities
Develop comprehensive processes for collecting compensation data from multiple channels. Ensure the framework includes methods for verifying the accuracy of resolved cases and evaluating them against established policies, enhancing reliability and consistency.
Establish and manage a system for tracking compensation trends on various time scales. Compare current data with historical trends, identifying patterns and irregularities. Provide insights to leadership to support strategic decision-making.
Create and oversee a systematic process for reviewing compensation cases that fall beyond policy guidelines. Assess the necessity of exceeding standard payouts, ensuring all deviations are justified, documented, and aligned with company policies. Provide feedback for policy adjustments based on these reviews.
Conduct thorough benchmarking of Aviation Indeed's compensation policies against other service providers and relevant industries. Identify best practices and recommend improvements, particularly for scenarios with a high volume of outlier cases. Ensure the compensation policy remains competitive and effective.
Oversee the governance of the compensation policy, ensuring it covers all necessary aspects, is applicable to various scenarios, and is accepted by customers.
Regularly analyze cases exceeding policy guidelines to gain insights and recommend revisions. Keep the policy updated by benchmarking against industry standards and evolving with the market.
Continuously analyze compensation data to identify trends and areas for improvement. Generate detailed reports and actionable recommendations for leadership to drive policy decisions and enhance customer satisfaction.
Maintain thorough documentation of all compensation cases and their resolutions. Ensure records are accurate and available for regulatory audits and internal reviews, ensuring compliance with organizational and regulatory requirements.
Lead initiatives aimed at improving the compensation policy and grievance resolution processes. Incorporate feedback from customers, stakeholders, and benchmarking studies to refine policies and procedures, ensuring ongoing excellence and customer satisfaction.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Strategic Foresight
Negotiation skills
Persuasive Skills
Stakeholder Management skills
Business & Financial Acumen
Customer centricity
Strong Interpersonal skills
Key Performance Indicators
Percentage of grievance resolutions adhering to the compensation matrix and regulatory guidelines customer Satisfaction
Improvement in customer satisfaction scores.
Coordination with customer service and legal teams to ensure cohesive policy application.
Minimum Education requirements
Bachelor's degree in Hospitality Management, Business Administration, or a related field
3+ years of relevant experience
5+ years of relevant experience