Senior Manager, Support
Description
JOB SUMMARY
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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
Develops operating plans and workable business processes for own department in alignment with function strategy.
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:
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Anticipating staffing requirements by comparing business needs with strengths and weaknesses of existing staff.
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Coaching own team to collaborate with others.
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Using appropriate MVW interviewing tools to hire the best people available from inside or outside.
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Establishing goals and delegating tasks appropriately.
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Providing timely coaching and feedback
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Making and rewarding distinctions in performance.
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Engaging in progressive disciplinary processes, when appropriate.
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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:
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Acting in a consultative fashion to implement programs impacting the broader organization.
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Assisting in the development and communication of broader organizational goals.
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Achieving results against budget within scope of responsibility.
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Taking calculated risks to move the department or team forward.
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Developing and using systems to organize and keep track of information.
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Balancing the interests of own group with the interests of the organization.
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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:
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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
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Monitoring associate's customer and Owner interaction to provide feedback for improvement or positive reinforcement.
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Responding to customers and Owners on escalated issues, complaints and compliments.
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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:
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Encourage and reinforce appropriate behavior
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Successfully resolve group or interpersonal conflicts
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Provide developmental opportunities as well as support to motivate Owner Services associates of Marriott Vacation Club Asia Pacific
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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.
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Ensure all Owners Services associates are trained to assist all inquiries from owners regarding vacation services and finance questions
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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
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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
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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.
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Work with Systems/Business Development Department to ensure smooth transition for any and all systems changes and enhancements that impact Owner Services
Training & Development
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Assume responsibility for all Training initiatives, including management of Training Executives in Singapore and Bangkok.
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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
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Conduct individual needs analysis and develop plans that outline training approaches to meet objectives.
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Coordinate and, if appropriate, deliver training programmes such as new hire orientation, technical skills training and co-ordinate cross department training
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Share knowledge, innovations and best practices with associates
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Serve as a personal role model of the change expected of other associates
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Tracks and reports all training and related expenses against training budget.
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Partner with Training Executives to periodically review the training regime and material for new hires as well as on-going training with Manager/Director
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Supervises the regional training team in ensuring training are delivered in the most effective manner
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Oversees training and deve