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: 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: 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. 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: Actin