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 alignment and leveraging of different product offerings. Ensure that web content is accurate and up to date. Guide Club Connection partner properties in the creation of our rate codes. Audit reservations in TimeshareWare to ensure that the correct amount of Club Points has been deducted (pre stay) and that the invoices received reflect the correct length of stay and only AP Club Member reservations. To maintain a clean, neat, well organized work place free from clutter and which projects a professional atmosphere which supports the general goals of the Business Development Department which is to be a preferred employer and provider of a desirable work place.  To be aware of all-existing accident prevention and safe work practice programs in the centre and to work in a manner free from unsafe acts and to create a safe environment in which others may work. The MVCI departments normally function on a six-day per week basis.  This position is a five-day work week position, but associates may be required to work different shifts and schedules to accommodate the changing demand of the business, including Holidays.  The number of hours worked each week may be adjusted to meet the changing demands of business, which may require working more or less than 40 hours per week. To also serve as otherwise directed or needed to help maintain the effective and efficient operation of the Marriott Vacation Club Owner Services Centre.  This assignment will be at the discretion of the associate’s immediate manager, or another member of the Owner Services Leadership team.

COMPETENCIES - Fundamental competencies required for accomplishing basic work activities

CRITICAL COMPETENCIES

Analytical Skills

• Learning & procedure driven
• Ability to comprehend, analyze and present data.
• Mathematical skills
• Ability to apply common sense understanding to carry out detailed, involved instructions to deal with problems involving several concrete variables in or from standardized situations.

Interpersonal Skills

• Interpersonal Skills
• Team Work
• Customer Service Orientation
• Confidentiality
• Assertiveness
• Flexibility

Communications

• Communication (verbal/written) in English & one other Asian language (Mandarin, Cantonese or Japanese preferred)
• Listening
• Telephone Etiquette Skills
• Applied Reading
• English Language Proficiency
• Ability to communicate to various levels of a complex organization.

Personal Attributes

• Positive Demeanor
• Dependability
• Integrity
• Adaptability/Flexibility
• Stress/Pressure Tolerance
• Mature and Professional Attitude
• Ability to work independently

Organization

• Multi-Tasking
• Time Management
• Detail Orientation
• Planning and Organizing

Computer Skills

• Computer and word processing skills,
• Microsoft Excel & Word

PREFERRED QUALIFICATIONS

Education

College Degree

Related Work Experience

• Minimum 1 year MVCI Owner Services or equivalent experience required.
• To have been trained and have an understanding of the basics of all MVCI Owner Services operations and the mainframe screens and functions as well as Microsoft Office, Pure/Marsha, UniVerse, and TimeshareWare. 

Supervisory Experience

No supervisory experience is required

Others

Ability to work a flexible work schedule which will require some weekend and night shifts

EVALUATION PROCESS

By Whom:               Director, Service Support & Business Development

Frequency:              Annually

Criteria:                  

Standards:              

I confirm I have read, understand and agree to the above Job Description which outlines the responsibilities of my job.

Signed:                         _________________________________________________________   

Print Name:                  _________________________________________________________

Date:                            _________________________________________________________

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