Senior Director - Owner Services at Singapore Regional Office with Marriott Vacations Worldwide - Career Site

Date Posted: 9/22/2017

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

MARRIOTT VACATION CLUB ASIA PACIFIC (MVCI)

Where Dreams Come True

We are the world's largest pure-play timeshare company and develop well-known timeshare brands including Marriott Vacation Club, The Ritz-Carlton Destination Club and Grand Residence Club by Marriott. We offer a range of opportunities for talented individuals to encourage our clients to experience the joy of taking holidays the Marriott way!

We invite you to discover the career of a lifetime. We are seeking qualified individuals to join our team at our Singapore Regional Office.

By joining the MVCI big family, an attractive package awaits you:

  • Discounted worldwide holiday accommodation
  • Multi-cultural work environment;
  • Attractive salary and benefits package;
  • Firm commitment to the development of careers.
  • Supportive, Professional and Fun working environment

Job Summary

Generic Position Summary

As a member of the professional staff, contributes a high level of specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning and Support, Sales & Marketing) area to support department and/or function objectives. Generally, works with considerable independence, developing operating plans and related operational processes for own department and monitoring the flow of work between own department and others in alignment with broader business objectives, selecting and developing effective managers and work teams, and managing own organization through reliable systems and processes.

Specific Job Summary

Lead the Owner Services Business Development and Operations functions for the Asia Pacific Segment at Marriott Vacations Worldwide (MVW). Collaborate with senior leaders from multiple disciplines at MVW including Regional Vice President Marketing & Sales Asia Pacific, MVW Global Vice President Customer Advocacy, Regional Director Finance and Accounting Asia Pacific, RVP Customer Administration and Financial Services Europe/Middle East, Asia Pacific Segment Regional Sales and Marketing Leaders, and the Marriott Vacation Club (MVC) Asia Senior Lead Team to ensure MVW owners in Asia Pacific receive appropriate levels of service today and in future. Service areas include but are not limited to:

  • Contract closing
  • Owner education for new and existing owners
  • Vacation planning
  • Financial servicing
  • Reload and owner referral generation

In support of Owner Services Business Development, collaborate with U.S. Owner Services Business Development team and Asia Pacific Asset Management team to establish goals and execute initiatives that positively impact Asia and overall Owner Services operations. Oversee systems and product form development initiatives for all Asia Pacific products and services. Lead Explorer Collection execution in collaboration with MVC Asia strategy and systems design, development and testing. Partner with business operations leaders including Sales Center site leaders and current/future Owner Service Office managers in the design, development, and documentation, and co-ordination of Segment wide initiatives supporting the continuous improvement of Owner Services systems, processes, and operations.

In support of Owner Services Operations, function as primary Owner Services Lead representing the Asia Pacific Owner Services organization (Singapore and Bangkok). Oversee Owner Services operations with a goal of exceeding MVW's established business standards, maximizing customer satisfaction and employee satisfaction while supporting revenue growth and maximizing financial performance of Asia

Core Responsibilities

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.
  • Standardize with team to enhance the organization's capabilities through effective staffing and development of others by
  • Assists leaders 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.
  • Ensuring 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

Owner Services Asia Pacific Segment Leadership

  • Shape strategy of Marriott Vacation Club (MVC) Asia Pacific's Owner Services operations.
  • Shape short and long term strategies for owners after the sale. This includes reaffirming the sale, contract closing, financial services, holiday planning, and web correspondence.
  • Develop strategy and coordinate efforts among all Owner Service offices in Asia Pacific Segment to ensure customer needs are being fulfilled through on-site and off-site initiatives.
  • Lead Owner Services management team in developing an operational strategy that is aligned with the company's business strategy and lead its execution.
  • Lead MVC Owner Services Asia Pacific managers to ensure outstanding service is provided to all owners in region.
  • Lead implementation of strategic departmental goals and objectives that support MVW's mission and philosophy.
  • Partner with Senior Vice President, Global Owner Services to provide status updates and present data and analyses in anticipation of future business trends and make appropriate decisions to minimize costs and enhance the servicing experience for owners.
  • Participate in Owner Services Global Leadership team meetings and activities to ensure that updated service standards and information is developed, adhered to and properly executed to MVC owners in Asia.
  • Ensure Asia Pacific Owner Services operations are aligned with other areas of MVW including, but not limited to: Sales, Marketing, Resort Operations, Finance and Accounting, Information Resources, and Human Resources.

Owner Services Business Development

  • Collaborate with U.S. Owner Services Business Development team and Asia Pacific Asset Management team to establish goals and execute initiatives that positively impact Asia and overall Owner Services operations.
  • Work with appropriate teams on business planning of new resorts to prepare for all aspects of execution for Owner Services.
  • Act as lead Owner Services representative for Asia Pacific Segment on business planning for development of reservations related systems and product forms.
  • Evaluate various sources of data associated with Asia Pacific Owner Services offices and overall operations effectiveness and adjust strategies accordingly.
  • Establish and maintain strategic relationships with Marriott International and MVW IT and contact center business owners, i.e., Marriott Rewards, Web development teams, Telecommunication, TSW and Universe support. Nurture understanding of Owner Services amongst these groups to ensure open information sharing as well as actively participate in developing strategic planning that will benefit or impact supported organization.
  • Keep current on all systems as it relates to member support. These systems include but are not limited to Universe, TimeShareware, MARSHA, Marriott Rewards, Easy and Seibel, PURE.
  • Liaise with IT in daily support of MVCI Asia Pacific Owner Services operations.
  • Work with Information Technology and Owner Services Business Development to ensure smooth transition for any and all systems changes and enhancements that impact Owner Services.
  • Work with Owner Services leadership, regional and corporate teams to develop and execute regionally appropriate Explorer collection offerings.
  • Coordinate with Financial Services to assist in recovery of consumer related financing and maintenance fees.
  • Ensure processes in place to the audit of bookings and billings of Explorer Reservations are accurate and timely for iPSM.
  • Acquire and develop industry and cultural knowledge and applies to business practices.
  • Continuously benchmark against "Best of Class" service organizations to understand best practices of enviable operations.
  • Facilitate and participate constructively in information, discussion and planning activities inter/intra departmentally. Integrate differing points of view into creative solutions, foster group focus on Balanced Scorecard objectives. Solicit and act on quality input received from teams and individuals.

Owners Services Operations

  • Develops and manages the Owner Services operating budget and Capital Expenditure budget.
  • Responds to, solves and makes decisions on complex/non-routine business issues that have moderate-risk implications.
  • Makes sound and logical decisions and choose appropriate courses of action based on the parameters of the situation at hand.
  • Develops and executes a customer advocacy strategy that includes timely, thorough and accurate follow-up to Asia Pacific related customer service issues, informative and actionable reporting, and a problem resolution/elimination element.
  • Develops plans to proactively handle, mitigate, and be point on common customer problems and complaints.
  • Develops and maintains quality and consistency standards for the Owner Services department.
  • Manages teams to ensure timely and accurate development and distribution of all Owner communications.
  • Direct language translation efforts for all written communications from Owner Services for owners in region.

Community Relations

  • Establish good local business and social relationships within the community; participate in activities related to MVW public relations.

Competencies - Fundamental competencies required for accomplishing basic work activities

Management Competencies

Leadership

  • Adaptability -- Develops strategies and identifies resources to implement and manage change; models flexibility in adjusting priorities; and communicates the need for change in a positive way that encourages commitment.
  • Communication - Actively listens and uses appropriate communication styles to deliver complex information in a clear concise way and influences others to accept a point of view, gain consensus, or take action.
  • Problem Solving and Decision Making - Models and sets expectations for solving complex problems, collecting and comparing information to evaluate alternatives, considering their potential impact before making decisions, involving others to gain agreement and support, and guiding others to implement solutions.
  • 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 - Focuses and guides others in accomplishing work objectives.
  • Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements self and/or others to accomplish goals and ensure work is completed.

Building Relationships

  • Coworker Relationships - Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
  • 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 organizational units, jobs, 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 (e.g., data related to employee engagement, guest satisfaction, and property financial performance) to manage everyday operations and generate innovative solutions to approach 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 and management 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 and ideas 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.

Others

  • Excellent organizational skills.
  • Ability to function calmly in a fast-paced environment, managing multiple high priority projects simultaneously.
  • High level of fluency in English language both verbal and written.
  • Fluency in multiple Asian languages, e.g., Thai, Japanese, Cantonese, preferred.
  • Ability to adapt to a dynamic, changing environment and lead change management for diverse groups.
  • Adaptable and flexible in ever-changing working conditions.
  • Strong leadership, technical and administrative skills.
  • Ability to handle difficult complaint situations with customers.
  • Self-motivated and able to work independently.
  • Ability to create, develop and to maintain positive working relationships with various business partners, i.e., ICE, Collette, Marriott International, Interval International, etc.

Preferred Qualifications

Education

  • College Degree

Related Work Experience

  • At least 10 years of progressive supervisory or management experience.
  • Previous experience in managing a call center, including knowledge and understanding of customer contact trends and what systematically impacts customer satisfaction is preferred.

If you believe you are the one we are seeking, apply here and attach your resume giving full details of qualifications, experience as well as current and expected salary.

We regret that only short-listed candidates will be notified.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.