Senior Manager, Owner Services
JOB SUMMARY
Position Summary:
As a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and/or department business objectives. Works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision-making process. Responsible for selection, supervision and development of staff in accordance with company policies and procedures.
Specific Job Summary:
Understand and support the Marriott Vacation Club Vision “To be the preferred provider of vacation ownership and personalized vacation experiences.” Contribute to the success of the Vision by being a source of influence. Ensure excellent customer service is provided to Owners and guests by effectively managing team which includes but is not limited to: ensuring productivity standards are met, identifying and fulfilling associate’s informational, equipment and motivational needs and monitoring all communication processing. Develop associates by providing ongoing growth, development and educational opportunities throughout all levels of Owner Services. Utilize strategic planning to continually benchmark current state and plan for future enhancements and improvements. Work independently; quickly analyze problems and formulate plans to overcome challenges and to complete work with expediency and a high degree of quality. Make sound and logical decisions and choose appropriate courses of action based on the parameters of the situation; use problem-solving tools and empowerment. Support an ongoing effort to improve center and department operations through personal action and by contributing ideas that promote the department's and the Center's mission.
This position will manage the Asia Pacific Owner Services operation in Singapore by ensuring owners receive the highest level of service while conducting their vacation planning, to assist in loan, Maintenance fee and Club Dues servicing and to integrate the Owner Services team with the MVCI Asia Pacific sales team and goals to generate reloads and owner referrals. Also, to work with the corporate departments, sites and international offices to ensure owners in Asia Pacific receive the proper level of service in their language of choice.
CORE WORK ACTIVITIES
Expected Contribution:
Developsoperatingplansandworkablebusinessprocessesforowndepartmentin alignment withfunctionstrategy.
Manages larger business processes and/or projects, setting priorities and measurable objectives, monitor and report on the process, progress and results. Typically influences work of cross-functional or extended teams.
Responds to, solves and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
Works to enhance the organization's capabilities through effective staffing and development of others by:
Anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff.
Coaching own team to collaborate with others.
Using appropriate MVW interviewing tools to hire the best people available from inside oroutside.
Establishing goals and delegating tasks appropriately.
Providing timely coaching and feedback
Making and rewarding distinctions in performance.
Engaging in progressive disciplinary processes, when appropriate.
Anticipating future needs of members & owners, and translating same into development and training plans for the Owner Services team
Assists team leaders, senior associates in achieving business results by:
Acting in a consultative fashion to implement programs impacting the broader organization.
Assisting in the development and communication of broader organizational goals.
Achieving results against budget within scope of responsibility.
Taking calculated risks to move the department or team forward.
Developing and using systems to organize and keep track of information.
Balancing the interests of own group with the interests of the organization.
Working with others to identify and remove barriers to success.
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Performs other duties as appropriate.
Specific Expected Contribution:
Meet or exceed Owner and customer expectations through management of associates. This includes:
Ensure the office is adequately staffed based on long and short term planning, and Advisors and team members are answering calls and responding to correspondence in a timely and efficient manner according to MVCI Asia Pacific standards and goals
Monitoring associate's customer and Owner interaction to provide feedback for improvement or positive reinforcement.
Responding to customers and Owners on escalated issues, complaints and compliments.
Develop and maintain quality and consistency standards for the Owner Services department in accordance to the departmental standard.
Manage associate productivity levels in relation to department goals and averages. Achieved by:
Encourage and reinforce appropriate behavior
Successfully resolve group or interpersonal conflicts
Provide developmental opportunities as well as support to motivate Owner Services associates of Marriott Vacation Club Asia Pacific
Develop a team and collaborate with counterpart to focus on delivering outstanding service to the Customer following the guiding principles of the Customer Relationship process.
Ensure all Owners Services associates are trained to assist all inquiries from owners regarding vacation services and finance questions
To train and to instruct other members of the department and the operation by passing along skills and information to assist them in their development and advancement.
Business Partner and Communication
Actively partner with in Owner Services Global Leadership team to ensure that updated service standards and information are developed, adhered to and properly executed to MVCI Asia Pacific owners in Asia
Work with the Business Development, Sales department, iPSM, Customer Administration and Financial Services to develop seamless owner service from the sale process to Owner Services. Take the lead in bringing key members from each of these areas together to resolve or develop better methods of taking care of Owners.
Work with Systems/Business Development Department to ensure smooth transition for any and all systems changes and enhancements that impact Owner Services
Training & Development
Assume responsibility for all Training initiatives, including management of Training Executives in Singapore and Bangkok.
Collaborate with the AVP, Global Training team as well as local trainers to create, implement and oversee the Singapore Owner Services training programmes and application systems to support individual and organisational performance
Conduct individual needs analysis and develop plans that outline training approaches to meet objectives.
Coordinate and, if appropriate, deliver training programmes such as new hire orientation, technical skills training and co-ordinate cross department training
Share knowledge, innovations and best practices with associates
Serve as a personal role model of the change expected of other associates
Tracks and reports all training and related expenses against training budget.
Partner with Training Executives to periodically review the training regime and material for new hires as well as on-going training with Manager/Director
Supervises the regional training team in ensuring training are delivered in the most effective manner
Oversees training and development plan for the Singapore Owner Services team
Call Centre Operations
Keep current on all systems as it relates to owner support. These systems include but are not limited to Timeshareware, MARSHA, Marriott Rewards, iServices and Siebel, CRIS.
Acquire and develop industry and cultural knowledge and apply to business practices which also include review and develop incentives that drive efficiency and productivity of the team.
Responsible for shaping and executing the short -range strategy of the Marriott Vacation Club Asia Pacific's Owner Services operations.
Track stats, trends and overall success of the VOA program. Provide detailed feedback and accurate
reports in each required area.
Develop and implement telephone monitoring guidelines, side-by-side phone evaluation, and service assessment procedures and performance standards.
Associate Relations
To provide clear direction and priorities and to clarify roles and responsibilities, fostering collaboration teamwork.
Responsible in creating an environment of highly engaged associates achieving highest possible Owner Satisfaction for all AP owners.
Lead and implement associate relations initiatives and activities
Manage and participate in committees/functions designed to enhance the work place for associates, suchas:
Cross training.
Management meetings
Department/team meetings and huddles
Associate Recognition.
Other organized management functions and/or activities.
Collaborate with AVPs of Owner Services and Finance to manage operating budget and Capital Expenditure budget for the department
Work with the AVP, Owner Services to analyse and provide key data to anticipate future business trends and make appropriate decisions to minimize costs and enhance the servicing experience for Owners.
Establish good local business and social relationships within the community; participate in activities related to public relations
Interact, understand and coordinate all related service delivery based on the various Asian cultural environment
To maintain a clean, neat well organized work place from clutter which projects a professional atmosphere and which supports the general goals of the department and Marriott Vacation Club Asia Pacific which is to be a preferred employer and a provider of a desirable work place.
To create an ongoing effort to improve the centre and the department through personal action and by contributing ideas to support the improvement effort.
Work to maintain high morale among team in a permanent WFH environment
Performs other duties as appropriate.
COMPETENCIES
Fundamental competencies required for accomplishing basic work activities
MANAGEMENT COMPETENCIES
Leadership
Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications beforemaking decisions, and involving and gaining agreement from others when making key decisions.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Managing Execution
Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.
Building Relationships
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training and development, compensation and benefits, labor relations and negotiation, and personnel information systems.
Compensation and Benefits - The knowledge of principles, regulatory laws, and application of human resources compensation and benefit methods, including workers compensation and work accident procedures.
Associate Relations - Knowledge of the broad range of relationships that could impact an employee, employer, or applicant. This includes knowledge of federal and state laws, company policies and practices, and ethical obligations to investigate, evaluate, and recommend an appropriate resolution to an employee or labor relations complaint.
Recruitment and Hiring - Ability to recruit, interview, and hire qualified candidates. This includes knowledge of best practices for each stage of the selection system.
Training - The ability to perform training needs assessment analysis, develop training programs, and effectively delivering training modules to employees.
Payroll - Knowledge of principles and application of human resources hourly andmanagement payroll methods and practices.
Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Computer Skills - The ability to use HRIS Systems (working knowledge of tools and processes for monitoring and evaluating personnel data), ability to use PeopleSoft software, and ability to use Microsoft Office (excel, word, access, and outlook).
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Demonstrates ability to listen to and understand information andideas presented through spoken words and sentences.
Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
PREFERRED QUALIFICATIONS
Education
University Degree
Related Work Experience
6-10 years of experience in a management position in the customer service sector
Managerial experience and knowledge in a call center and skills with managing the training and development function
Strong organization and communication skills
People management and development skills
Ability to work with multiple stakeholders and rapid change
Others
Communication (verbal/written) in English & other languages (business level)
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.