Position: Assistant Manager - Service Support OS Date: September 2018 Business Unit: Department: Owner Services Job Family Reports to: Director, Service Support & Business Development Career Band: Red Work Relationship(s): Global & Regional Owner Services Leadership, Owner Services Vacation Ownership Advisors, Project Directors, Sales Leadership, Sales Executives, Corporate Customer Advocacy, Financial Services, MVCI Owners JOB SUMMARY Act as the primary coordinator to ensure timely Owner escalated issue resolution throughout the region.
Manage the escalation process to ensure that issues are resolved and Owners are contacted by the appropriate department in a timely manner. Work with Owner Services & Regional Leadership to develop new Owner communications and improve/enhance current Owner communications. Maintain a thorough understanding of business processes pertaining to the reporting and data and related systems. Collaborate with the Business Development team in Salt Lake City to implement and develop solutions for the Asia Servicing offices in regards to Owner data and communications.
Assist with systems testing during roll outs of new technology and upgrades. Liaise with other Business Development teams in regards to product alignment and leveraging new initiatives/opportunities for the AP Club. CORE WORK ACTIVITIES Contributes to team, department and/or business results by performing the following types of basic tasks: analysis, auditing, budgeting, forecasting, programming, research, report generation, and software integration.
Responds to, solves and makes decisions on standard/routine business requests with limited risk. Works to enhance the organisation’s capabilities through effective staffing and development of others (typically non-exempt associates but may also include exempt associates) by: using appropriate Marriott Vacations Worldwide 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 more senior associates in achieving business results by: Utilising technical knowledge and skills to enhance business processes Establishing priorities for self and, where appropriate, others Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups Contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc.) Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
Act as the primary coordinator to ensure timely problem resolution throughout the Asia-Pacific region. Develop & execute a region-wide process for Owner escalated issue resolution, including expectations on issue ownership and consequences for non-compliance. Receive escalated Owner feedback directly from the Owners themselves and/or from other associates and acknowledge said feedback. Research the background on escalated issues to be able to ensure that the appropriate associates are informed of the feedback.
Assign Owner issues to the appropriate associate throughout the region and track the progress of the resolution. Ensure that follow up is completed in a timely and professional manner. Provide reports & analysis on escalated Owner issues in an attempt to spot trends and isolate the origin. Adjust process design based on the issues/trends to eliminate future issues Provide appropriate training to teams / associates who may be lacking in their customer relations/ issue resolution skills.
Assist in the further development of personalized communication pieces and the website content. Assist with systems testing for new technology roll outs and upgrades. Work with other Business Development teams globally to assist with product