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Manager, Account Servicing Operations

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Manager, Account Servicing Operations

Full Time | Central Location | Las Vegas | Nevada | United States | 89169

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 25,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

Account Servicing Operations (ASO) Manager is responsible for leading the transactional, servicing, resolution and escalation processes within the ASO Department. The Account Servicing Operations Manager achieves operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements and  implementing change.  The ASO Managers enhances department and organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments. They are responsible for the execution of over 50 different processes for CWP, WorldMark, Shell and Fixed Weeks.  This includes serving an owner base of 1.2M owners.

Job Responsibilities:

  • Leads a team of individual contributors through guidance and coaching focused on quality work as well as employee growth and development.  Ensures that each team member receives consistent feedback that allows them to correct and/or improve performance and behaviors.

  • Maintains departmental standards by contributing information and recommendations to strategic plans and implementing production, productivity, quality, and customer-service standards

  • Maintains quality service by executing on organization standards, maintaining dashboards as well as removing barriers in alignment with the budget

  • Creates and maintains operational reporting and analytics

  • Network with WVO business partners to increase efficiency and effectiveness

  • Protects organization's value by keeping information confidential in accordance with WVO PCI and PII guidelines

  • Updates job knowledge and skills by participating in educational opportunities

  • Accomplishes department and organization mission by completing related requests as needed

  • ASO Manager is also responsible for partnering with the ASO director to ensure that that annual budget of almost $3,000,000 is maintained through the proper usage of resources.   This position is also responsible for approving refunds and cancellations that total as much as $2MM per month. This position could have impact to default curves, cash flow and securitization targets

Travel:

Account Servicing Operations Manager will be expected to travel a minimum of two times per year to any of the WVO locations for the purpose of increasing the level of efficiency and effectiveness of the department.

Education

  • Bachelor’s Degree preferred or 4-6 years related experience; or equivalent combination of education and experience.

Knowledge and skills:

  • Excellent verbal and written communication skills

  • Ability to be detailed, accurate and thorough

  • Ability to multitask and adapt to changes and a demanding work environment

  • Must possess good time management and organizational skills

  • Dedication to providing exceptional customer service

  • Deadline conscious with strong drive and initiative

  • Demonstrated ability to work under pressure

  • Effective presenter and facilitator skills

  • Knowledge of Six Sigma and Process Excellence

Technical Skills:

  • Intermediate PC skills, proficiency in MS Word, Excel, PowerPoint and Outlook

  • Ability to create and maintain operational reporting for the department

Job Experience:

This role requires 4-6 years’ experience as the leader of a team.  The experience should include proven:  

  •       Performance Management,

  •       Project Management,

  •       Coaching,

  •       Supervision,

  •       Quality Management,

  •       Results Orientation,

  •       Developing Budgets,

  •       Developing Standards,

  •       Fostering Teamwork,

  •       Providing Effective Feedback

A World of Inclusion

 

Hospitality is at the heart of all we do at Wyndham Destinations, including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

 

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-5533

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