Owner Services Manager in Bangkok Owner Services Office at Marriott Vacations Worldwide

Date Posted: 6/12/2019

Job Snapshot

Job Description

JOB SUMMARY

The primary purpose of this position is to manage the Asia Pacific Owner Services operation in Bangkok by ensuring owners/members receive the highest level of service while conducting their vacation planning, assisting in loan and maintenance fees servicing. Also, to work with corporate departments, sites and international offices to ensure owners in Asia Pacific receive the highest level of service in their language of choice.

CANDIDATE PROFILE

CLS Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

- Generally a professional position requiring significant knowledge and experience in one or more disciplines and/or business operations and associate management.

- College degree and/or relevant experience generally required.

Specific Candidate Profile

- Previous supervisory or management experience (3 years minimum)

- Previous experience in managing a Reservations call center

- Excellent organization skills, managing multiple high priority projects simultaneously

- University Degree

- High level of efficiency in English verbal and written communications skills

- Adaptable and flexible in ever changing working conditions

- Ability to work in team environment and interact with all levels of the organization

- Professional Demeanor and appearance

- Self-motivated and able to work independently

- Multiple languages preferred (Asian)

- Focus oriented to get results

- Strong leadership, technical and administrative skills

- Ability to deal and handle one to one difficult and complaint situations with customers.

- Ability to create develop and to maintain various relationships with strategic corporate Alliances

JOB SPECIFIC TASKS

CLS Generic Expected Contributions

  • 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, monitoring and reporting 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 or outside.

- establishing goals and delegating tasks appropriately.

- providing timely coaching and feedback

- making and rewarding distinctions in performance.

- engaging in progressive disciplinary processes, when appropriate.

  • Assists team leader and 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.

  • Readily critiques own behavior to acknowledge mistakes and improve future leadership performance and
  • acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.

Specific Expected Contributions

Manage the Bangkok Owner Services Operations

- Develop and lead the MVCI Asia Pacific Owner Services team to ensure outstanding service is provided to all owners/members.

- 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.

- Develop a team that is focused on delivering outstanding service to the Customer following the guiding principles of the Customer Relationship process.

- Manage the Owner Services operating budget and Capital Expenditure budget.

- Keep current on all systems as it relates to owner support. These systems include but are not limited to CRIS, PURE, iServices, Universe, PSAR, MySource, Siebel, MS Excel, MorgageServ, Superuser, Web user admin, OSCAR, TimeshareWare.

- Ensure all Owners Services associates are trained to assist all inquiries from owners/members regarding Vacation services and finance questions

- To be willing 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. To provide clear direction and priorities and to clarify roles and responsibilities, fostering collaboration teamwork.

- 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.

Anticipating and Delivering on the Needs of Key Stakeholders

- Attends meetings and communicating with the owners, understanding the priorities and strategic focus.

- Understands and meets the needs of key stakeholders (owners, corporate, guests, etc.).

- Work with the Director Owner Services Operations to analyze and provide key data to anticipate future business trends and make appropriate decisions to minimize costs and enhance the servicing experience for Owners/Members.

- 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.

Developing and Maintaining Owner Services Goals

- To create an ongoing effort to improve the center and the department through personal action and by contributing ideas to support the improvement effort.

- Responsible for shaping and executing the short -range strategy of the Marriott Vacation Club Asia Pacific's Owner Services operations.

- To keep Director Owner Services Operations informed about the Owner Services operation.

- Work with Systems Department to ensure smooth transition for any and all systems changes and

enhancements that impact Owner Services.

- Responsible in handling escalated calls by ensuring timely, thorough and accurate follow-up in resolving customer service issues.

Managing Projects and Policies

- Develop and maintain quality and consistency standards for the Owner Services department

- Liaise with Exchange Company to ensure Owner/member requests are taken care of in the most timely, efficient and hospitable manner.

- Utilize appropriate systems and call center measurements to ensure owner/member satisfaction is maximized.

- Interact, understand and coordinate all related service delivery within the various cultural environment

- Coordinate with Financial Services to assist in the recovery of consumer related financing and Maintenance fees.

- 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.

Managing and Conducting Human Resource Activities

- Ensures property policies are administered fairly and consistently.

- Ensures new hires participate in the department's orientation program.

- Ensures new hires receive the appropriate new hire training to successfully perform their job.

- Creates appropriate development plans which develop team members based on their individual strengths, development needs, career aspirations and abilities.

- Participates in hiring activities as appropriate.

- Develop a process and work with team leader in ensuring daily/weekly/monthly tasks are assigned and completed by advisors (welcome call, unassigned call out, replying of emails etc)

- Work with team leader periodically reviewing the training module for new hires as well as ongoing training materials and provide support and training to for all advisors in their training needs.

- Pesponsible in creating an environment of highly engaged associates achieving highest possible Owner Satisfaction for all AP owners/members.

- Provide developmental opportunities as well as support to motivate Owner Services associates of Marriott Vacation Club Asia Pacific.

- 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.

- Human Capital development.

- Conducts performance appraisals according to standard operating procedures.

- Establish good local business and social relationships within the community; participate in activities related to public relation