We Put the World on Vacation

At Travel + Leisure Co., our mission is simple: to put the world on vacation. Our Vacation Ownership business line includes Club Wyndham, WorldMark by Wyndham, Margaritaville Vacation Club, Accor Vacation Club and the brand new Sports Illustrated Resorts. Our more than 19,000 associates put the world on vacation at more than 270 vacation club resort locations across the globe. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Adhere to all policies and procedures relating to Workplace Health and Safety ensuring the safety of yourself and all other people who may be effected by your conduct in the workplace
• Oversee the portfolios within Consumer Finance and ensure high currency rates and low defaults
• Analyse existing and proposed methods and procedures in the Consumer Finance business unit to proactively develop new ways to increase efficiency and streamline processes.
• Assisting and encouraging the development of objectives, strategies and plans aimed at achieving customer satisfaction and the efficient use of resources in the department;
• Building strong business relationships with key stakeholders
• Compliance and quality review and auditing through various methodologies
• Comply with relevant legislation including and not limited to Privacy Act, National Consumer Credit Protection act, Collections, Anti Money Laundering
• Contribute to interviewing and recruitment of new/replacement staff.
• Contribute to setting and reporting on individual/group statistic targets and KPI’s to provide indications of performance and efficiency
• Deliver and facilitate world class training to all of the Consumer Finance team with the aim of improving the operational efficiencies and overall skill level of the company during all stages of employment
• Develop and train team members and business partners
• Display Count On Me! service to all internal and external parties.
• Display innovation through inspiring, creating and improving processes and products.
• Display leadership values by ensuring effective communication and respecting your peers and managers. Support others within the team and empower each other wherever possible.
• Ensure all audit requirements are met
• Ensuring all policies and procedure are up to date and that all regulatory compliance training is completed on time
• Ensure policy / process / procedures include controls as relevant
• Ensure the robustness and integrity of data provided
• Ensuring daily workflow and timelines are achieved with accuracy
• Investigate and resolve issues that arise from data maintenance
• Leading team meetings and encouraging active participation with relevant input and feedback.
• Maintain resources in line with budget
• Maintain understanding and efficient use of various systems used by the Department including but not limited to CSS; Merlin; Customer Hub; dialler system and miscellaneous Access databases
• Manage inbound calls and team priorities to meet service level goals
• Assist with ensuring the portfolios within Consumer Finance maintain high currency rates and low defaults (including collections strategies & portfolio review)
• Management of the month end process ensuring all aspects are considered and able to prepare, execute, review and analyse month end results including key drivers, trends and KPI's
• Ongoing training by means of providing ongoing coaching, development and feedback to staff where required
• Performance development, management and review of team members daily, weekly, monthly, annually
• Plan assign and direct work to the teams ensuring the completion of daily/weekly tasks
• Regular quality audits via call and account monitoring of staffs providing direction and examples of quality service and offering feedback to individuals on ways to improve.
• Regularly review the status of all accounts receivable portfolios including collections to ensure that accounts receivable maintains high currency & low default rates
• Review and verification of financial results
• Regularly review the status of all accounts receivable portfolios including collections to ensure that accounts receivable maintains high currency & low default rates
• Reviewing all portfolios to ensure accuracy and integrity of account financials and statuses
• Setting strategies to achieve targets
• Support Consumer Finance through effective training strategies, inclusive of creating, implementing and maintaining an engaging on boarding program and on-going refresher training for all staff in Consumer Finance
• Uses data to effectively plan, schedule, and respond to the needs of the Consumer Finance Team so that we can meet/exceed business goals.
• Willingness to participate in a rotation to other functional areas of the department for training and upskilling purposes
• Design, implement, and improve business quality standards
• Create reports to track progress.
• Training, motivating, coaching and correcting employees to ensure that standards are met.
• Work with Leadership to achieve cross-training initiatives to ensure even workload distribution.
• Monitor and assess staff availability and workforce utilization.
• Review the forecast and staff plan and discuss actions needed to maintain service levels.

KEY POSITION CRITERIA:

• Ability to travel locally and overseas as needed
• Commitment to continuous improvement strategies and attention to detail
• Deliver individualized training for all Consumer Finance team members as needed
• Compliance and quality review and auditing through various methodologies
• Collaborate with the leadership team of the assigned operational area to initiate and create supplemental or continuing education training when performance gaps occur
• Conduct quality monitoring of staff’s interaction with customers (internal & external)
• Evaluate performance and recommend development training
• Excellent interpersonal and communication skills
• Excellent time management, multitasking and organizational skills with the ability to delegate appropriately
• Strong understanding of the regulatory credit risk framework under NCCP & ACL
• Experience leading an outbound and inbound contact centre
• Familiarity with a variety of collections concepts, practices, strategies and procedures
• First-rate customer service
• First-rate problem solving and negotiation skills, with experience in complaints management and conflict resolution
• Flexibility, with a willingness to undertake a wide variety of tasks in a fast paced environment and able to prioritise work
• Identify training needs through job analysis, consultation with leadership teams, staff questionnaires, competency-based assessment, work reports and call monitoring
• Intermediate knowledge of Microsoft Office programs, including Access, Excel, Word & Outlook
• Participate in staff meetings
• Previous experience managing and supervising staff
• Significant experience managing, motivating and inspiring staff
• Strong analytical skills and ability to problem solve and improve processes
• Strong leadership with a positive demeanor to motivate staff and promote a positive team environment
• Structure session plans with consideration given to different styles of training formats (e.g. role-playing, lecture, group participation)
• Work autonomously in a fast paced environment as well as within a team across many business units
• Work well with minimal direction

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications 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 [email protected], including the title and location of the position for which you are applying.